US Escalations Leader, Amazon Immigration

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Assessment

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Deadline

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Where they hire

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About this role

US Escalations Leader, Amazon Immigration Seattle, Washington, USA Amazon Immigration is seeking a strategic and execution-oriented US Escalations Leader to own and evolve our end-to-end escalations program across Amazon's US business. This is a senior individual contributor role with dotted-line leadership responsibilities, operating at the intersection of complex case management, program strategy, and service excellence. As US immigration policy shifts rapidly - including regulatory impacts on PERM filings, H-1B adjudication volatility, and evolving work authorization frameworks - this leader will architect a scalable, proactive escalations framework that drives service defects down and customer satisfaction up, safeguarding employee experience throughout the immigration lifecycle. Key job responsibilities US Escalations Strategy & Framework: - Define and own Amazon's US immigration escalations strategy, covering both reactive case de-escalation and proactive root cause analysis (RCA) and Correction of Errors (COE) processes across all US immigration categories - Audit and redesign the US contacts and escalations framework, in partnership with Immigration Operations, to ensure it is structured correctly, with feedback loops reaching all levels of contact handlers - Build mechanisms to translate escalation data and RCA findings into closed service and technology gaps - driving the virtuous flywheel to reduce defects for customers - Partner with US immigration leaders to ensure they fix customer service defects at root cause Dotted-Line Team Leadership & Development: - Provide dotted-line leadership and day-to-day guidance to a team of escalations specialists, setting clear expectations, coaching on complex cases, and driving consistent service excellence - Serve as a champion to curate

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