Detalle de la Oferta

Descripción de la Oferta

DESCRIPTION

Job Description
Amazon's Business Mobility Services (BMS) Team is growing its best-in-class professional service to deliver exceptional Mobility support to Amazon businesses, employees and candidates across the world. The team comprising of specialists, experienced immigration subject matter experts, analysts and program managers, act as strategic partners and consultants to Amazon business leaders and partner teams. The services team centrally manages immigration filings for seven countries, whilst also supporting global Immigration & Mobility teams from three service hub locations in Costa Rica, Indian and the Philippines, working closely with the providers that support Amazon for other countries. Through centralized management of immigration processes and vendor relationships, BMS drives continuous enhancement in service delivery while optimizing costs, maintaining superior quality standards, and ensuring stringent compliance across Amazon's mobility ecosystem.

We are seeking a Manager Immigration Services who will be the Single Threaded Leader to lead immigration & mobility operations in San Jose, Costa Rica, primarily focused on AMER and EMEA locations. The role leads a team of immigration, quality, contacts and immigration specialist to deliver the best-in-class service to current and future Amazonians. The manager will ensure delivery of services, operational compliance, maintain quality standards, and drive process improvements while managing team performance and productivity metrics. The role involves extensive stakeholder management, which includes working closely with mobility partner and stakeholder teams to deliver support that is high quality, achieves policy & compliance objectives, and optimizes costs. The Manager is responsible for team management, guiding on process improvements and preventive actions, and overall strategic insights to improve service delivery. In addition to the above, this role will also anchor Single Threaded Leader (STL) responsibility for Contacts Management, Global capacity & productivity planning and quality audits. The key focus areas are on people management, driving operational excellence, optimizing performance, aligning cross-functional efforts, and continuously improving immigration production operations through data-driven decision-making.

Key job responsibilities
Responsibilities
- Site Leadership for BMS team in San Jose, Costa Rica
o Monitoring of workload distribution and capacity planning to ensure optimum utilization of team resources.
o Regularly inspecting all operational metrics and KPIs, quality standards and performance against SLAs.
o Identifying and driving opportunities of process optimization based on audit gaps, escalations data and anecdotal feedback.
o Accountable for service delivery ensuring quick and effective resolution of customer complaints, escalations - learning from every situation that goes wrong, and pushing forward improvement actions.
o Owning routine and ad hoc reports that ensure full transparency on performance against key success metrics, service failures, risks and needs.
o Coaching and mentoring the team, identifying training needs and providing rotation / stretch opportunities to constantly challenge the team and encourage growth.
o Leading and upskilling team members, to create a fungible workforce to ensure business continuity during transitions, providing greater flexibility in resource allocation to meet changing business needs.
o Lead talent development initiatives through structured coaching sessions and targeted mentoring programs, fostering a culture of continuous learning and professional growth.
o Assess individual and team capabilities to identify skill gaps, create personalized development plans, and implement training programs that align with both business needs and employee career aspirations
- STO for Post-Quality Audits
o Lead efforts of post-quality audit program for immigration in-house production, ensuring

Educación Superior