Description

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 o...