Specialist, Appeals

Appeals Specialist This is a contractual role. 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 an 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.