US Escalations Leader, Amazon Immigration

Amazon • Seattle, WA

2d • $125,800 - $170,200 • Onsite

About The Position

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.

Requirements

• Demonstrated ability to lead ambiguous programs where the problem or strategy is not yet defined; uses domain expertise to determine the right goals, inform decisions, and design long-term solutions for US immigration escalations
• Delivers independently while knowing when to seek direction; able to take the lead on local and cross-functional initiatives
• Exceptional written and verbal communication skills; able to write clear narratives (6-pagers, COEs, MBR/QBR inputs) and present to leadership up to L10
• Communicates effectively across a broad range of roles and functions; fosters constructive dialogue and builds consensus on contentious issues
• Proven ability to mitigate long-term risks and find a path forward in difficult, complex situations — including those driven by rapidly changing US government immigration policy
• Leads end-to-end delivery of simplified solutions; makes trade-offs between short- and long-term needs; handles complex escalations and determines where to simplify or extend solutions
• Work is both strategic and tactical; learning to force multiply through others
• Work impacts long-term goals across US immigration programs; models best practices and drives high-quality process improvements and operational excellence across all contact handler levels
• Influences across teams and stakeholders; works across the organization to meet program goals
• Mentors and develops others; participates in promotion and recruitment processes
• Bachelor's degree or equivalent in Business, Program Management, Human Resources, Employment Law, Computer Science, Finance, Computer Information Systems, Engineering, Operations Research or a related field

Nice To Haves

• 6-8 years of experience in high-volume corporate immigration services, with demonstrated expertise in escalations management and/or high-touch customer service programs
• Deep subject matter expertise in US corporate immigration (H-1B, L-1, TN, PERM, etc.)
• Background in process improvement methodologies (e.g., Kaizen, Lean, or equivalent)
• Experience navigating rapidly evolving US government immigration policy and translating regulatory changes into operational action

Responsibilities

• 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
• 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 and provide training across Immigration team re. best practices for escalations management, including COE and RCA writing.
• Mentor and develop team members; participate in the promotion and recruitment process in alignment with the HR Specialist III scope expectations
• Serve as the primary escalation point of contact for external immigration providers, Amazon's in-house immigration operations team, Legal, Public Policy, Product, Tech, HR, and business leaders
• Communicate escalation trends, risk signals, and program performance clearly to senior leaders up to L10, writing narratives, COEs, and MBR/QBR inputs as needed
• Foster constructive dialogue, harmonize discordant views, and lead resolution of contentious issues across a broad, matrixed stakeholder landscape
• Partner with other regional escalations team members on shared learnings and mechanisms
• Define and track escalation metrics, SLA performance, and customer satisfaction scores; use data to identify patterns, prioritize interventions, and demonstrate program impact
• Model best practices in the US immigration escalations domain; drive high-quality process improvements and the use of operational excellence best practices
• Own inputs into OP1/OP2 planning cycles as relevant to the US escalations program

Benefits

• sign-on payments
• restricted stock units (RSUs)
• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior