HR Assist Escalations Investigator, Eu Cs Pxt (HR)

Amazon Italia Customer Service; Milano; Remoto; EUR 45.000 - 60.000; Tempo pieno

Descrizione del lavoro

Amazon is seeking an HR Escalations Investigator to support its EU Customer Service Centers. The role combines proactive and reactive employee relations, requiring strong investigative and analytical skills, along with significant HR experience in a dynamic environment. This position may involve travel and can be based remotely within the EU.

Servizi

Flexible working hours

Opportunity for international travel

Collaboration with global teams

Competenze

• At least five years of HR, labor relations, or investigative experience.
• Experience in call center or distribution environments.
• Ability to conduct interviews and analyze data.

Mansioni

• Manage assigned casework and drive investigations to closure.
• Analyze employee feedback and casework trends.
• Collaborate with legal and ER teams on investigations.

Conoscenze

Fluency in English

Understanding of EU employment laws

Investigative skills

Data analysis

Formazione

Advanced degree or JD in labor relations

Strumenti

Microsoft Office Suite

Descrizione del lavoro

At least five years combined human resources, labor relations, investigative, or legal experience in the EU, and demonstrated passion for employee relations, labor relations, investigations, or labor / employment law with an emphasis on labor and employee relations work

• Solid understanding of EU employment laws and regulations
• Experience in conducting investigative fieldwork, including complainant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation
• Prior experience supporting hourly employee client groups
• Technically proficient in Microsoft Office Suite systems including, but not limited to, Word, Excel, and PowerPoint
• Ability to pass a comprehensive background and reference check
• Fluent in English, both verbally and in writing

Job summary

Note : this role can be based in any EU country with CS presence.

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for a dynamic, organized self-starter to join our Customer Service Human Resources team as an HR Escalations Investigator supporting our EU Customer Service Centers.

The central objective of Amazon’s HR Assist team is to ensure fair and respectful treatment of employees, consistent with our core business values and objectives.

The role will be ideally based out of one of the EU CS locations, and could be done virtually. This is a full-time position that will require travel.

Key job responsibilities

The HR Escalations Investigator will work proactively to :

• Set up the HR Assist program in the Southern Europe, working alongside the WW HR Assist teams to define a suitable service delivery model for European Customer Service countries
• Independently manage assigned casework, bringing investigations to closure rapidly and definitively
• Design, collect, and analyze multiple levels of employee and stakeholder feedback
• Analyze aggregate casework data to identify issue trends and opportunities for proactive issue mitigation
• Analyze casework trends and produce strategic recommendations to the business to proactively address systemic issues
• Partner to engage in continuous improvement of communication vehicles and practices
• Partner in analysis and revision of people programs, policies, and practices to sustain a positive work environment for Customer Service Associates
• Consult and collaborate with business partners, Corporate ER teams, and Legal teams on complex employee investigations

The individual also will work reactively on critical employee relations issues that are crisis-oriented and typically can only be successfully completed with limited time. Balancing time between projects and crisis-response is a critical component for success in the position.

About the team

Customer Service - People eXperience and Technology (CS PXT)

When you join the Customer Service People eXperience and Technology (CS PXT) team, you’ll be part of an engaging team of human resources professionals who collectively support the Worldwide Amazon Customer Service organization. Here, you’ll work with global leaders to optimize people strategy and the employee experience, leverage science and technology to grow internal capabilities and scale our business in a fair, responsible way, and engage employees to create fun, diverse, and inclusive teams. No matter your career path, you will make a positive difference in the daily lives of Amazonians and will help shape the future of our business.

• Proficiency in English, Italian, French, German, Polish, Dutch or Romanian.
• Experience in manufacturing / distribution / call center environment
• Advanced degree, JD, or other specialized training in labor / employee relations a significant plus
• Strong evidence of career development and / or evidence of superior performance in previous roles