Employee Relations Manager, Customer Service

DESCRIPTION

Amazon's Operations Employee Relations (ER) team is looking for an Employee Relations Manager with a demonstrated passion for building and sustaining positive, engaged work environments for associates and leaders. This individual will have significant employee and labor relations subject matter expertise and proven success as a leader of people. The Employee Relations team is responsible for reducing risk to the business by creating and executing programs to develop the next generation of high-performing, associate-centric frontline leaders. The Employee Relations Manager will play a vital role in advancing our mission. Employee Relations is a tight-knit team of ER professionals, including former HR, operational and legal leaders. We are passionate about improving our leaders' skill sets in associate engagement across the organization.

We are seeking an Employee Relations Manager to support the MENA and ZAF region (Egypt, Jordan, UAE, KSA, South Africa) of Customer Service Operations, which contains both a brick-and-mortar and remote workforce. The individual must have a demonstrated ability to collaborate with and influence Operations directors, managers, and human resources; to analyze multiple levels of associate/manager feedback to identify risks and gaps; to create, audit, and sustain positive workplace relations programs; and to design and conduct positive workplace relations training that drives best practices. The ER Manager will work reactively on crisis-oriented situations, traveling as necessary, that typically can only be successfully addressed under severe time constraints. The ER Manager should be capable of creating and executing a strategy across the region that supports operational goals and objectives. The individual must have an ability to detect and address hidden risks created within a remote population and work to adopt strong engagement plans to mitigate. The ability to dive deep into process and data is important, but equally essential is the ability to communicate effectively and authentically with senior Ops/HR leaders, frontline managers, and associates.




Key job responsibilities
Design and own the ER strategy for the MENA and ZAF Region of Customer Service Operations
Position covers 5 countries (Egypt, Jordan, UAE, KSA, South Africa) and requires working with/through in-country ER field team members on individual country strategy while supporting the Regional strategy
Partner with Ops and PXT Regional leadership to align ER priorities with business objectives
Analyze multiple levels of associate and manager feedback to identify risks, gaps, and engagement opportunities
Create, audit, and sustain positive workplace relations programs across the region
Design and conduct positive workplace relations training that drives best practices
Manage crisis-oriented situations reactively, traveling as necessary under severe time constraints
Detect and address hidden risks within a remote workforce population and develop strong engagement plans to mitigate
Develop and execute regional strategies that support operational goals and objectives

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent
• Experience in employee relations, labor relations, or labor/employment law
• Experience with MS Word, Excel, Access, & PowerPoint, and ability to become proficient in HTML
• Experience working with multi-country cultures, particularly across Middle East and Africa regions

PREFERRED QUALIFICATIONS

• Experience analyzing and using metrics to identify improvements in employee
• Ability to convey ideas and recommendations in a clear, compelling, and succinct way in written and verbal communications; can facilitate action and commitment across in-person and remote groups of stakeholders and peers
• Successful record of creating, improving, and executing programs at scale; ability to drive and measure program effectiveness and high levels of customer satisfaction

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.