Service Manager, Getting Started, New Joiner Support
hace 3 días

Job summary

Do you have a passion for employees and a strong background in operations management? Do you want to lead efforts to create a frustration free new joiner experience?

Amazon is looking for an experienced leader to join our growing New Joiner Support (NJS) team. We are looking at new support models and new technologies to build an organization that will scale well into our future while continuing to provide a great employee and candidate experience.

To achieve this, we need strong managers who can innovate, move quickly, and not be constrained by how things have been done before.

We work across multiple business groups and locations delivering services to employees, managers and our HR colleagues.

The Service Manager, will lead the New Joiner Support team by continually optimizing new hire processes. The team supports pre-hire, hiring, and onboarding activities for Amazon employees globally.

The role will lead the regional service delivery teams to provide the best, frustration free pre-boarding experience for candidates.

You will be responsible for building and adhering to SOP’s, implementing, managing and reporting Metric and Key Performance Indicators.

You will be responsible for managing team performance, expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction by proactively identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels

You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and be able to work with peers globally, site peers.

Cross-team coordination, execution and strong communication skills will be key to success. You will achieve this through managing 4-6 Managers, Team Managers and ICs.

Key job responsibilities

  • Plan and direct the overall operation of a large HR service delivery organization (in alignment with the Global Delivery Lead, peers, key stakeholders, corporate strategic initiatives, and business plans) to achieve top performance.
  • Lead a team of managers and an overall operations team of between 60-80 people.
  • Meet and exceed performance objectives to maximize customer satisfaction. Evaluate gaps and implement plans to close them.
  • Conceptualize & deploy industry best practices (process excellence, technology, products / services) that have tangible long-term benefit to the company and employees.
  • Direct complex transformation projects (as required) that enable effective consolidation of service delivery and deployment of best practices for a consistent customer experience.
  • Build a high-performance work culture & rewarding work environment leveraging a diverse and global talent pool.
  • As required manage outsource and offshore partners to ensure a seamless and cost-effective customer experience.
  • Develop team capabilities : This position will work at an individual and team level to develop HR and leadership skills, provide stretch opportunities to advance the team and provide career development opportunities for team members.
  • Define key performance indicators : This position will develop clear metrics, reporting service level agreements for core services and transactions to drive cross-functional leadership understanding of business impact.
  • They will track delivery against program objectives, lead improvement initiatives and encourage a culture of efficiency, innovation, and customer service.

  • Scale existing services : This position will partner with the Program Manager to expand coverage of existing and new services to additional locations and lines of business
  • Evaluate new proposals : This position will identify project opportunities that address service gaps, process inefficiencies, or emerging service requirements and develop the business case for new initiatives along with the Program Manager This person must have strong change management skills and thrive on solving problems that require a new way of thinking.
  • Work with the NJS Program team to detect the gap between teams, processes, and systems and set plans to close them. You streamline and / or eliminate excess process.
  • You influence teams to decouple from dependencies and eliminate problems that stifle innovation or cause user dissatisfaction.

    You are an excellent communicator.


  • Bachelor’s degree required.
  • 5+ years of HR or related experience.
  • 3+ years of experience developing people managers and managing large scale organizations (+70 employees).
  • 2+ years of experience in a customer service or shared services organizations.
  • Demonstrated ability to work cross-functionally with multiple stakeholder teams, such as HR, operations, legal, recruitment.
  • Strong influencing and negotiation skills.
  • Demonstrated strength in verbal and written communication.
  • Proven ability in problem solving, issue-resolution, ability to work in a deadline-driven environment, attention to detail, and ability to multitask.
  • Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
  • A passion for experimentation and innovation.

  • 8+ years of HR or shared services organizations related experience.
  • MBA Preferred.
  • Experience in a complex, matrixed, global organization.
  • Prior experience in HR departments and / or HR shared services.
  • Successful record of building and improving operational processes and procedures, ability to drive program efficiency and high levels of customer satisfaction.
  • Strategic view, able to perform cost benefit analyses, accurately assess risk, forecast both long and short-term outcomes, and evaluate the implications in a complex business environment.
  • Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers (employees, managers, HR).
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