Senior Human Resources Manager, Customer Service People Experience

2 weeks ago

Oakville, Ontario, Canada Amazon Full time
Senior Human Resources Manager, Customer Service People Experience & Technology (PXT)

This is a full-time, permanent, remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

At Amazon, we're working to be the most customer-centric company on earth. We're looking for an experienced, innovative leader to join our LATAM Human Resources (HR) department as a Senior Human Resources Manager (Sr. HRM). This role is part of the Americas leadership team.

The Sr. HRM partners directly with the Customer Service Director and General Manager to enable strategic business outcomes for the LATAM region as part of the Amazon Customer Service worldwide organization (Costa Rica and Mexico specifically). This role also works informally with Site Leaders from other Amazon businesses in the region as part of the site-wide leadership structure. This position reports to the Regional HR Manager, Americas Customer Service.

The selected Sr. HRM will have four critical deliverables:

1. Ensure Amazon's customer-centric culture runs deep – it is at the heart of who we are, and every associate in the Customer Service network must feel the same sense of ownership, innovation, and hustle. Work Hard. Have Fun. Make History.
2. Build big leaders who care – about customers, about their people, about results.
3. Obsess on improving and simplifying things – processes, tools, communication, and measures – we iterate and improve constantly.
4. Drive the growth and expansion priorities in the region by creating a scalable, diverse and innovative organization.

The selected candidate will be able to play both a hands-on and strategic role, providing HR leadership and expertise in areas of Employee Relations, Coaching/Development, Compensation, Conflict Management, Organizational Development/Design, Employee Engagement and much more. This person will be instrumental in initiating and driving HR programs and initiatives within the organization and will coach clients who lead small to large teams, developing innovative solutions to deliver results, and championing Amazon's culture and values. They will be able to partner closely with leaders to build customer obsessed teams and continuously help find, grow and retain the best talent available.

Amazon looks for individuals who can think strategically and create an inspiring vision as well as roll up their sleeves and dive deep into problems to bring forth practical applications. We are seeking experienced HR leaders who can diagnose problems as well as identify and drive appropriate solutions. The role will require the ability to establish HR priorities and operating mechanisms to drive change along with the ability to interface effectively with leaders at all levels. Excellent communication skills and data driven analytical thinking are required. The ideal candidate thrives in a fast paced and innovative environment where multiple priorities compete for limited resources.

Key job responsibilities

1. Responsible for all areas of HR for this client group – including developing a strategic partnership with its business leaders, recruiting, associate engagement, leadership and talent development, performance management, organizational development, compensation and communications.
2. Be an active member of the global Customer Service HR network, driving and supporting global initiatives with team members in the U.S., Europe and Asia.
3. Responsible for ongoing HR improvements to ensure we provide the best associate experience, while providing critical leadership and coaching to business leaders.
4. Travel up to 30-40%.

BASIC QUALIFICATIONS

1. University bachelor's degree concluded.
2. 10 years' experience in people management roles in corporate/field environments.
3. Work experience supporting large entry-level employee populations.
4. Work experience in customer service, call-center, distribution center, or manufacturing environments.
5. Work experience leading and developing employees in operations industry.
6. Work experience in legal and employment framework.
7. C1 English level.

PREFERRED QUALIFICATIONS

1. Master's Degree in HR or MBA preferred.
2. Prior experience leading, coaching, and mentoring direct reports and leading large HR teams with talented HR professionals.
3. PMP/Six Sigma Certified.
4. B2 Portuguese proficiency.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.

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.

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