Senior Human Resources Manager, Customer Service People Experience &Technology (PXT)

Amazon; Teramo; Remoto; USD 80.000 - 100.000; Tempo pieno

Descrizione del lavoro

A leading multinational technology company is seeking a Senior Human Resources Manager for its Customer Service division. This role will involve strategic partnerships with business leaders and drive HR initiatives across the LATAM region. The ideal candidate will have extensive experience in people management and HR leadership, particularly in customer service environments. Strong English proficiency and a university degree are required. This is a remote position, but applicants must be authorized to work in Costa Rica.

Competenze

• 10 years' experience in people management roles in corporate environments.
• Work experience leading large employee populations and teams.
• C1 English level required, B2 Portuguese proficiency preferred.

Mansioni

• Develop strategic partnerships with business leaders in HR.
• Drive HR improvements to enhance associate experience.
• Responsible for employee relations and coaching/development.

Conoscenze

People management

Leadership development

Employee engagement

Analytical thinking

Communication skills

Formazione

University bachelor's degree

Master’s Degree in HR or MBA

Strumenti

PMP / Six Sigma certification

Descrizione del lavoro

Senior Human Resources Manager, Customer Service People Experience &Technology (PXT)

This is a full-time, permanent, remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

At Amazon, we're working to be the most customer-centric company on earth. We’re looking for an experienced, innovative leader to join our LATAM Human Resources (HR) department as a Senior Human Resources Manager (Sr. HRM). This role is part of the Americas leadership team.

The Sr. HRM partners directly with the Customer Service Director and General Manager to enable strategic business outcomes for the LATAM region as part of the Amazon Customer Service worldwide organization (Costa Rica and Mexico specifically). This role also works informally with Site Leaders from other Amazon businesses in the region as part of the site-wide leadership structure. This position reports to the Regional HR Manager, Americas Customer Service.

The selected Sr. HRM will have four critical deliverables :

• Ensure Amazon’s customer-centric culture runs deep – it is at the heart of who we are, and every associate in the Customer Service network must feel the same sense of ownership, innovation, and hustle. Work Hard. Have Fun. Make History.
• Build big leaders who care – about customers, about their people, about results.
• Obsess on improving and simplifying things – processes, tools, communication, and measures – we iterate and improve constantly.
• Drive the growth and expansion priorities in the region by creating a scalable, diverse and innovative organization.

The selected candidate will be able to play both a hands-on and strategic role, providing HR leadership and expertise in areas of Employee Relations, Coaching / Development, Compensation, Conflict Management, Organizational Development / Design, Employee Engagement and much more. This person will be instrumental in initiating and driving HR programs and initiatives within the organization and will coach clients who lead small to large teams, developing innovative solutions to deliver results, and championing Amazon’s culture and values. They will be able to partner closely with leaders to build customer obsessed teams and continuously help find, grow and retain the best talent available.

Amazon looks for individuals who can think strategically and create an inspiring vision as well as roll up their sleeves and dive deep into problems to bring forth practical applications. We are seeking experienced HR leaders who can diagnose problems as well as identify and drive appropriate solutions. The role will require the ability to establish HR priorities and operating mechanisms to drive change along with the ability to interface effectively with leaders at all levels. Excellent communication skills and data driven analytical thinking are required. The ideal candidate thrives in a fast paced and innovative environment where multiple priorities compete for limited resources.

Key job responsibilities

Responsible for all areas of HR for this client group – including developing a strategic partnership with its business leaders, recruiting, associate engagement, leadership and talent development, performance management, organizational development, compensation and communications.

Be an active member of the global Customer Service HR network, driving and supporting global initiatives with team members in the U.S., Europe and Asia.

Responsible for ongoing HR improvements to ensure we provide the best associate experience, while providing critical leadership and coaching to business leaders.

Travel up to 30-40%

About the team

Prior applying, please consider the following :

This role does not offer down-leveling or promotion through interviews. Job applicants must already be at the level of the job of interest to be eligible for consideration.

Amazon is a multinational technology company with English as its core business language. CVs must be submitted in English in order to be eligible for consideration.

BASIC QUALIFICATIONS

University bachelor's degree concluded.

10 years' experience in people management roles in corporate / field environments.

Work experience supporting large entry-level employee populations.

Work experience in customer service, call-center, distribution center, or manufacturing environments.

Work experience leading and developing employees in operations industry.

Work experience in legal and employment framework.

C1 English level.

PREFERRED QUALIFICATIONS

Master’s Degree in HR or MBA preferred.

Prior experience leading, coaching, and mentoring direct reports and leading large HR teams with talented HR professionals

PMP / Six Sigma Certified.

B2 Portuguese proficiency.

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 for more information. If the country / region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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