Sr. Process Excellence Support Manager , Global Science Hiring
Full Time
Remote
Posted
Job description
Bachelors degree in relevant field; 6 - 10 years of relevant experience
Job summary
This Sr. Support Manager is responsible for driving cross functional process improvement initiatives for Global Hiring Science Support work. This position plays an essential role in ensuring our candidates and customers have a great experience by problem-solving and implementing scalable solutions. This includes collaborating with IT Teams and vendors to ensure daily business needs are met. This role does have on call responsibilities.
Key job responsibilities
A day in the life
A typical day as a Sr. Support Manager, probably never looks the same! Thriving in an ambiguous fast paced environment is key. The day-to-day work involves solving candidate issues with online assessments within a ticketing system, eliminating barriers and issues for on call teams. Responding quickly and accurately to questions from the teams, digging deep to find root causes and proactively reviewing data for trends and opportunities for improvement. Creating and maintaining documentation for standard operating procedures and ensuring lessons learned are applied across GHS to prevent future issues.
About the team
The Recruiting Engine (RE) Team is reinventing how we recruit at Amazon. Recruiting the right candidates across all of Amazon is critical to our ability to innovate and build on behalf of customers. As the search for talent becomes more competitive, we are bringing together recruiting, science, tech, programs, and process teams to find and hire candidates who raise the bar more quickly and efficiently.
This position offers a great opportunity to build and standardize processes and relationships within Global Hiring Science, and influence the long-term process improvement strategy for the team with a special focus on candidate experience.
This Sr. Support Manager is responsible for driving cross functional process improvement initiatives for Global Hiring Science Support work. This position plays an essential role in ensuring our candidates and customers have a great experience by problem-solving and implementing scalable solutions. This includes collaborating with IT Teams and vendors to ensure daily business needs are met. This role does have on call responsibilities.
Key job responsibilities
- Provide exceptional customer service to stakeholders by responding to queries promptly with accurate and timely information
- Resolve candidate issues in a timely fashion meeting team deadlines and requirements using a ticketing system
- Identify root causes of candidate issues, and identify improvement opportunities
- Lead process improvement initiatives/projects
- Support vendor management responsibilities (producing score cards and security reviews)
A day in the life
A typical day as a Sr. Support Manager, probably never looks the same! Thriving in an ambiguous fast paced environment is key. The day-to-day work involves solving candidate issues with online assessments within a ticketing system, eliminating barriers and issues for on call teams. Responding quickly and accurately to questions from the teams, digging deep to find root causes and proactively reviewing data for trends and opportunities for improvement. Creating and maintaining documentation for standard operating procedures and ensuring lessons learned are applied across GHS to prevent future issues.
About the team
The Recruiting Engine (RE) Team is reinventing how we recruit at Amazon. Recruiting the right candidates across all of Amazon is critical to our ability to innovate and build on behalf of customers. As the search for talent becomes more competitive, we are bringing together recruiting, science, tech, programs, and process teams to find and hire candidates who raise the bar more quickly and efficiently.
This position offers a great opportunity to build and standardize processes and relationships within Global Hiring Science, and influence the long-term process improvement strategy for the team with a special focus on candidate experience.
- Industry recognized certificate in one of the following: Change management (Prosci etc) or process improvement (Lean six sigma)
- Call center experience or experience meeting SLAs
- 4 plus years working with technical teams
- Advanced Excel skills and experience producing data driven reports
- Attention to detail
- Experience leading process improvement projects
- Proven verbal and written skills
- Enjoys continuous learning
- The pay range for this position in Colorado is $125,800 - 170,200 (yr); however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.
Amazon is committed to a diverse and inclusive workplace. 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 https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
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