At Amazon, our businesses continue to grow and expand because of our customer focus, innovative technologies, and world class operations. Driving all of our businesses are talented employees who are strong owners, insist on the highest standards, and obsess over our customers. When employees are raising concerns, we owe them a fair, effective, and timely management of their case.
We are seeking an Head of ER Case Management to lead the team of case managers and intake advisors responsible for investigations in the UK and ROI.
This role requires a leader who can set the vision for investigations in the UK and ROI, drive systemic change, and empower their team to deliver strong results while executing IMCI (International Markets Centralized Investigations) strategy. The successful candidate will be a master of investigative processes and procedures, capable of exercising high-level judgment and influencing senior leaders to make positive changes in policies and procedures that impact the associate experience.
Key job responsibilities
- Lead and manage a team of HR Specialists, ensuring high-quality investigations and excellent service delivery.
- Set the strategic direction for investigations in the UK and ROI, aligning with broader IMCI and EWRS objectives.
- Analyze key metrics to measure success and risk factors within the UK and ROI, sharing insights with executive leadership during Business Reviews and other platforms.
- Build and manage relationships with field stakeholders to provide insight into the associate experience and drive or implement recommended process improvements.
- Lead field Business Review meetings with PXT and Operations leaders to educate partners on investigations trends and learnings.
- Develop systems to teach and train Case Managers and Intake Advisors, improving their foundational investigative knowledge and performance.
- Create and implement systemic solutions to improve the associate experience in the UK and ROI.
- Serve as a final escalation point for high-risk or high-visibility cases within the region.
- Participate in and influence IMCI and EWRS process improvements and projects as a facilitating member.
- Collaborate with peers, direct reports, and leaders across the network to rectify large-scale systemic defects.
- Establish organizational succession planning for the UK and ROI team, creating a pipeline of internal talent and development.
About the team
The International Markets Centralized Investigations (IMCI) team seats within the Employee Workplace Relationships Services (EWRS) organization and is a newly formed function responsible for executing centralized investigations, case management, and intake for Global Operations and selected business lines employees in the United Kingdom, Republic of Ireland, and LATAM, with plans for future geographic expansion.- Bachelor's degree
- Extensive experiences combined human resources, labor relations, investigative, or legal experience, and demonstrated passion for employee relations, labor relations, investigations, or labor/employment law with an emphasis on labor and employee relations work
- Experience in managing and developing large teams in a fast-paced, complex environment
- Proficient understanding of UK & ROI employment and labor laws
- Experience in conducting investigative fieldwork, including complainant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation
- Prior experience supporting hourly employee client groups in a call center, distribution center, or manufacturing environment
- Technically proficient in Microsoft Office Suite systems including, but not limited to, Word, Excel, and PowerPoint- Graduate or law degree, or equivalent
- Experience leading sensitive, high-stakes investigations and navigating ambiguity
- Experience managing high-level escalations of complex employee relations issues
- Demonstrated success in developing and mentoring Employee Relations Investigators
- Experience hearing employee appeals in the UK
- Strong business acumen, strategic thinking, and sound judgment
- Excellent communication, influencing, and collaboration skills
- Ability to build trusted relationships and credibility with diverse stakeholders
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