September 4, 2024

Amazon Support Services Costa Rica SRL

San José

OTHER

Group Manager, BXT, Benefits, Service Excellence

5+ years of HR experience
Bachelor's degree
5+ years of LATAM, USA Benefits administration experience
5+ years of experience managing and developing direct reports
5+ years of experience in a customer service or shared services organizations

Amazon is growing fast, so we are looking at new support models and new technologies to build an organization that will scale well into our future while continuing to provide a great employee experience, have a talent for leveraging technology to improve operational performance, and like to build things from the ground up. To achieve this, we need strong operational managers who can also innovate, move quickly, and not be constrained by how things have been done before. Our leaders should bring with them strong customer service and process management. We work across multiple business groups and locations delivering services to employees, managers and our HR colleagues.
The Group Manager, Benefits position will lead the Benefits Team in Amazonian Experience and Technology (AET) by continually optimizing benefits processes through innovation and system enhancements. The benefits team supports full range of health, financial, and work/life balance benefits for Amazon employees and eligible family members, including domestic partners and their children. Benefits vary by location, country, job type, and others. The Benefits team is responsible for front and back-end benefits processing. Our strategy is to ensure the employee’s benefits experience is frustration-free and that benefits data are processed accurately and on time, under a high standard process. Team members are subject matter experts and problem solvers creating innovative benefits solutions for multiple customer groups and changing business needs.

Key job responsibilities

Developing team capabilities: This position will work at an individual and team level to develop HR and leadership skills, provide stretch opportunities to advance the team and provide career development opportunities for team members.
Driving operational excellence: This position will be required to dive deep into problems, take end-to-end ownership of all aspects of processes improvements, and build processes and tools that scale to meet business needs while ensuring a high quality employee experience. This person should have a proven track record of leveraging technology to drive automation.
Building partnerships: This position will work closely with development teams, vendors, clients, and internal teams to deliver tools and system solutions.
Defining key performance indicators: This position will develop clear metrics, reporting service level agreements for core services and transactions to drive cross-functional leadership understanding of business impact. They will track delivery against program objectives, lead improvement initiatives and encourage a culture of efficiency, innovation, and customer service.
Scaling existing services: This position will partner with leadership teams across the organization to expand coverage of existing services to additional locations and lines of business and successfully partner with local business and HR teams to manage all aspects of program implementation.
Evaluating new proposals: This position will identify project opportunities that address service gaps, process inefficiencies, or emerging service requirements and develop the business case for new initiatives, and provide project management. This person must have strong change management skills and thrive on solving problems that require a new way of thinking.
Successful record of building and improving operational processes and procedures, ability to drive program efficiency and high levels of customer satisfaction
Demonstrated program ownership and consistent delivery on commitments
Great organizational skills with exceptional follow through and attention to detail
Strategic view, able to perform cost benefit analyses, accurately assess risk, forecast both long and short-term outcomes, and evaluate the implications in a complex business environment
Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics including return on investment
Experience identifying and resolving issues independently - solid sense of accountability and sound personal judgment
Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers (employees, managers, HR)