HR Partner, Customer Service

At Amazon, HR Partners (HRP) provide high‑judgment HR support to managers across levels at scale, enabling them to become force multipliers for customer impact and positive employee experience. They demonstrate advanced knowledge of HR policies, processes, and tools, acting as trusted consultants to managers and senior managers. HRPs work backwards from the voice of the manager to deliver personalized experiences and drive large‑scale initiatives using technology and simplified processes that match the speed and agility of our business. They operate independently as subject matter experts with deep knowledge of regional programs and policies, collaborating extensively with PXT teams including HR Business Partners, Employee Relations, IXT, Legal, and others to provide integrated people solutions. As established practitioners, they mentor junior team members and shape best practices across the region.

Key Responsibilities

• Performance Management: Support managers through complex and nuanced performance management cases, including performance improvement plans and assessments. Guide managers in implementing performance management processes and tools effectively. Partner with managers to ensure bias‑free evaluations and effective coaching approaches across teams. Analyze performance data to identify trends, share insights, and develop solutions for systemic issues.
• Employee Relations: Handle complex and nuanced employee relations cases and investigations following established processes and policies. Conduct thorough and impartial investigations, support grievance processes, and lead informal discussions or mediation. Provide guidance to managers on sophisticated ER matters, including policy violations and workplace concerns across countries. Partner with Legal and Employee Relations teams to resolve sensitive cases while ensuring compliance and risk mitigation. Analyze investigation findings, prepare recommendations, and identify trends to prevent future risks.
• HR General: Act as stewards of the employee experience and Amazon’s culture. Act as a subject matter expert for people tools, processes, programs or projects. Design and deliver Manager Education initiatives to further drive collective education and manager effectiveness. Analyze data and observations across the organization, highlighting trends and recommending or driving solutions as appropriate.
• Change Management: Drive implementation of employee programs and lead improvements in manager experience. Partner with HR Business Partners and central teams on complex change initiatives across countries. Use data and insights to advocate for and influence process improvements. Design and execute change management strategies to ensure effective adoption across diverse employee groups.

This role is performed through an innovative customer relationship Management tool, which enables this team to be uniquely positioned to identify trending issues and themes through data and inform consequent decisions and initiatives. The HRP team’s role is also to identify process improvement opportunities and standardize best practices due to our extensive insights across business lines.

Basic Qualifications

• Bachelor’s degree in Human Resources Management or a related field
• Experience working in a matrixed organization
• Master’s degree in Human Resources, Human Resources Management, Labor Relations, Business/Management, Psychology, or a related field
• Experience coordinating cross‑functional inputs, meeting deadlines, and effectively managing competing priorities

Preferred Qualifications

• Can work proactively and independently, meet deadlines, and deliver on projects and tasks
• Experience providing and effectively communicating strategic and tactical recommendations based on data

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 https://amazon.jobs/content/en/how-we-hire/accommodations 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.