Benefits Operations Manager
4 weeks ago
Amazon is seeking a highly skilled Benefits Operations Manager to lead our dedicated U.S. Benefits Product Support team. As a key member of our Benefits Operations Services organization, you will be responsible for providing exceptional technical support for our internal "A to Z Benefit Experience product".
Key Responsibilities:- Lead, mentor, and develop a high-performing U.S. benefits product support team across multiple time zones.
- Establish and monitor roadmaps, goals, KPIs, and performance metrics related to tracking, root cause analysis, and remediation of issues on the A to Z Benefit Experience product.
- Foster an inclusive and collaborative team culture that encourages customer obsession, high bias for action, invent and simplify, and ownership towards all technical-related escalations from employee and partner teams.
- Provide visibility to leadership on goal trends, achievements, opportunities, and roadmap in weekly, monthly, quarterly, and annual business reviews.
- 2+ years of HR experience
- Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
- 2+ years of experience in a product support, customer operations or technical support role, with at least 1 year as a people manager (for 5-10 team size)
- Strong understanding of product support processes and methodologies such as issue tracking and triaging, root cause analysis, feedback and analysis, developing roadmaps, SLAs, and KPIs, and tracking and reporting KPIs
- Experience with ticketing systems, case management tools, and project management tools such as JIRA and ASANA
- Experience in managing HR products, supporting end-to-end employee life cycle processes such as job, compensation, benefits, performance, etc.
- Excellent problem-solving, analytical, and critical-thinking skills
- Exceptional communication and interpersonal skills, with the ability to build strong relationships across all levels of the organization
- Proven ability to work in a fast-paced environment and effectively manage multiple priorities
- A Bachelor's or Master's degree in business administration, Engineering, Operations or a related field
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit
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