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Ambassador Specialist I

Ambassador Specialist I

Job ID 
Posted Date 
Amazon Dev Center India - Hyderabad
Recruiting Team 

Job Description

Position Description:
Amazon’s Leave and Accommodation team in the HR Services organization is building a best-in-class ambassador program offering customized maternity and parental bonding experiences during the life-cycle of the event (time of knowledge to fully ramping back to work). The Ambassador is highly skilled in answering questions, applying benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted experience. Ambassadors will interface with employees to learn about their situations and answer questions, align benefits to the employee’s specific situation, and be a single point of contact for an employee throughout the entire new parent event. This role provides exceptional customer service and coordination with employees, managers, HR representatives and internal departments to facilitate the preparation for time off, use of benefits, the leave of absences, and transition ramp back to work plans. The role will work closely with established external vendors, community providers and services, and internal partners including Benefits, Recruiting, Payroll, Safety, HR, and managers, while still maintaining employee’s confidential information.

The successful candidate will have a strong orientation and proven track record of customer obsession, prioritization, follow-through and execution, attention to detail, and communication. Amazon is a fast-paced environment, wherein employees are seeking information and assistance in developing options and an action plan. The candidate is expected to be able to have strong critical thinking, fact-find for a complete understanding of employee concerns, and then align a plan with benefits. The Ambassador will be able to understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which improve the employee’s experience. The successful candidate will be an influencer with the ability to assist in process improvement, customer experience and change management for the Ambassador program.

Essential Responsibilities:
· Respond to inquiries about maternity and/or parental bonding events, benefits, and options available to employees
· Service as a point of contact for assigned employees to provide new parent and global case management services
· Build individualized new parent plans for employees
· Answer questions and adjust plan to an employee’s changing needs
· Address and respond to sensitive situations
· Troubleshoot issues and seek to remove barriers that are causing friction before, during, or after a maternity and parental bonding event
· Respond to employee impacting issues that may arise during the maternity and/or parental bonding event and ensure the right communication occurs
· Apply flexibility to respond quickly to change and reprioritize in the face of emerging issues
· Identify and problem solve, sometimes with limited information
·Provide support and guidance while performing activities related the individualized new parent plan and ramp-back plan
· Facilitate a smooth return to work and ramp-back plan for parents returning to the workplace
· Educate managers and business partners on employee concerns and needs prior to being off or returning back to work
· Identify opportunities and gaps in the maternity and parental bonding experience and suggest solutions
· Use employee experience data to adjust the workflow, response, and global case management to employees
· Work with internal teams to learn about additional benefits and delivery systems to enhance the ambassador experience
· Case management proficiency and experience in using systems, tracking deliverables, and reports for self- management
· Work activities demonstrate results and shows creativity and innovation
· Communicate regular updates to employees and stakeholders both verbally and in writing
· Perform activities to ensure compliance with standard work, federal/state regulations, and company policy
· Educate employees and HR on complicated aspects of the leave of absence, return to work, and accommodation
· Provide guidance, assess risk, resolve issues, and escalate as appropriate for employees, managers and HR while still maintaining employee’s confidential information
· Maintain system records to ensure accurate and timely information/documentation
· Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
· Must travel to locations as needed (10% travel) by car or flight
· Other duties as assigned

Basic Qualifications

· 5+ years’ total experience working with employees on disability and/or leave of absences functions, human resources, or employee relations experience in a large company
· A completed Bachelor's Degree from an accredited university or 2+ years Amazon experience
· Knowledge of India Labor and state laws
· Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters
· Proven ability to think strategically and execute methodically
· History of teamwork and willingness to roll up one's sleeves to get the job done
· Demonstrated customer service and communication skills, both verbal and in writing
· Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities
· Demonstrated follow up skills in a fast-paced environment
· Ability to apply critical thinking and identify issues for problem solving
· Ability to build strong relationships and influence others while working in a cross functional environment
· Proven experience working with Windows, Word, Excel, and PowerPoint
Amazon is an Equal Opportunity-Affirmative Action Employer- Female/Minority/Disability/Vet

Preferred Qualifications

· MBA in HR and SPHR, PHR, or CPDM certifications is a plus
· Strong evidence of relationship-building across various internal departments within an organization
· Strong communication and organizational skills
· Strong time management and ownership of deliverables
· Experience with global service and employee delivery