Appeals Specialist

We are looking for a dynamic, organized, self-starter HR professional who thrives on diving deep into the details, can make impartial decisions based on facts, and enjoys supporting employees through their Amazon journey. If this sounds like you, then join the Departures Team as and Appeals Specialist. We are searching for Appeals Specialists to ensure proper and consistent treatment of employees as they participate in the appeals journey, focusing on a positive employment experience in all steps along the way.

This Role Will

• Collaborate with multiple stakeholders to ensure solid understanding of the Amazon experience.
• Investigate to various sources of information including, but not limited to, Amazon policy, past policy application, associate statements in order to reach a proper and consistent outcome.
• Analyze data from various internal systems and propose remedial action based on findings.
• Independently manage case work, bringing closure timely and definitively.
• Analyze casework data to identify issue trends, opportunities for proactive mitigation, and policy adjustments.
• Provide recommendations to proactively address systemic defects.
• Be able to earn trust of employees for the associate experience.
• Manage difficult conversations with multiple levels within the organization
• Respond quickly and accurately to associate questions and ensure documentation is complete and accurate.

To be successful in this role, the ideal candidate comes with prior Amazon HR experience, has strong communication and interpersonal skills, is organized, has the ability to manage competing tasks, and is capable of working in a fast-paced environment, enabling them to work successfully on a broad spectrum of employee experiences.

Key job responsibilities

• Deep Diving: Review information which contributed to the disciplinary action impacting the employee. Use your investigative skills to determine if policy was applied properly and consistently based on evidence and employee/witness statements.
• Decision Making: Execute complex work that may be escalated from others. Requires independent research and interpretation of processes and policy from both internal and external sources.
• Expertise: Acts as a subject matter expert for customers, team and vendors. Knows and works with outside sources to develop interpretations and solutions for complex issues
• Customer service: Interface with various levels of the organization to identify and resolve both internal and external gaps. Responds quickly and accurately to questions from team, internal business partners, and customers including high level leadership teams.
• Case Management: Manage case workload ensuring that services are delivered to employees and sites in a timely and defect-free manner.

Basic Qualifications

• Bachelor's Degree from accredited university
• 5-7 years overall work experience
• Minimum 4 years multiple HR domain relevant experience
• Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards
• Experience in a call center, distribution center, or manufacturing environment
• Comfort with high volume workloads, experience with rapid and complex changing work environment, willingness to roll up your sleeves
• Solutions-focused and comfortable working in an environment which demands strong deliverables
• Bias for action, stellar work ethic, and desire to achieve excellence
• Proven ability to handle confidential information and escalate issues when appropriate

Preferred Qualifications

• Experience in conducting investigative work, including claimant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation
• Master's Degree or MBA in HRM or other specialized training in labor/ employee relations
• Experience with the Amazon HR
• Experience with Case Management
• Evidence of career development and/ or evidence of superior performance in previous roles
• Experience supporting hourly employee client groups with employee populations of 2,000+

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.