Sr. Customer Advocacy Leader, Amazon Immigration

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 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

Cross-Functional Partnership & Influence:

• 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

Data-Driven Continuous Improvement:

• 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

What We"re Looking For

Ambiguity & Judgment

• 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

Communication

• 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

Execution

• 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

Impact & Process Improvement

• 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

Scope & Influence

• Influences across teams and stakeholders; works across the organization to meet program goals
• Mentors and develops others; participates in promotion and recruitment processes