Seasonal MyHR Live Support Sr. Advisor, Bereavement Centralization

Amazon; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Amazon's MHLS Bereavement Centralization Team seeks a Sr. Advisor to support its Bereavement Centralization program.

You will provide empathetic, real-time guidance to Amazon employees navigating bereavement leave, applying policy, and coordinating resources across phone, chat, and case channels. In this fast-paced role, you will manage a caseload, de-escalate sensitive situations, document processes accurately, and collaborate with internal teams to deliver a connected, high-touch service

Qualifications

• Bachelor's degree or equivalent, or 1+ years of professional experience.
• 1+ years of human resources experience.
• Experience with HR processes and systems.
• Speak, write, and read fluently in English.

Responsibilities

• Provide empathetic, real time support to Amazonian inquiries about Bereavement Policy and Bereavement Time Off.
• Guide employees through Bereavement Policy with clarity and compassion.
• Inbound and Outbound phone, chat and case support through Specialized Support Queues.
• Critically assess and adjust the case management plan to changing needs.
• Address and respond to sensitive situations in the employee experience and de-escalate complex cases.
• Manage workload to meet productivity goals and handle gaps in workload.
• Communicate regular updates to employees and stakeholders in writing and verbally.
• Ensure compliance with standard work, regulations, and policy.
• Maintain system records for accurate and timely information/documentation.
• Partner with internal teams and site PXT for seamless support.

Skills

Empathetic communication

HR processes knowledge

Organization & prioritization

Fluent English

Education

Bachelor's degree or equivalent

Tools

MS Office

Case management systems

Job description

Description

The MHLS Bereavement Centralization Team is hiring an MHLS Sr. Advisor to support our Bereavement Centralization program.

Our team plays a vital role in supporting Amazonians through one of life's most difficult moments. As part of High Touch Services, we provide compassionate, personalized support to Amazon employees navigating bereavement leave, ensuring they receive the care and guidance they need during a challenging time.

Bereavement Centralization Advisors assist Amazon employees across phone, chat, ticketing, and case channels. They are skilled in empathetic communication, policy application, and information gathering — meeting employees where they are, understanding their individual circumstances, and providing clear, consistent support through every interaction. Advisors are expected to navigate SOPs and knowledge resources effectively, respond to evolving situations, and deliver a connected, trusted case management experience.

The ideal candidate brings strong communication and organizational skills, attention to detail, the ability to prioritize in a fast-paced environment, and a customer service mindset aligned with Amazon's global standards. Relationship-building, strong critical and analytical thinking, and sound judgment round out the profile we're looking for.

Key job responsibilities

• Provide empathetic, real time support to Amazonian's inquiries about Amazon's Bereavement Policy and Bereavement Time Off available to employees.
• Guide employees through Amazon's Bereavement Policy with clarity and compassion.
• Inbound and Outbound phone, chat and case support through the Specialized Support Queues.
• Critically assess and adjust the case management plan to an employee’s changing needs.
• Address and respond to sensitive situations in benefit of employee experience and attempt to de-escalate complex cases.
• Manage own workload effectively to meet productivity goals and escape when significant changes or gaps in assigned workload arise.
• Communicate regular updates to employees and stakeholders both verbally and in writing.
• Ensure compliance with standard work, federal/state regulations, and company policy.
• Maintain system records to ensure accurate and timely information/documentation.
• Partner with internal teams and site PXT to ensure seamless support.

Basic Qualifications

- Bachelor's degree or equivalent, or 1+ years of professional experience
- 1+ years of human resources experience
- Experience with HR processes and systems
- Experience with MS Office (Word, Excel, PowerPoint, and Outlook)
- Work flexible schedule including weekends, nights, and holidays
- Speak, write, and read fluently in English

Preferred Qualifications

- Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
- Degree in Social Work or other Health and Human Services
- 1+ years of experience as a HRBP, Case Manager, or experience in Benefits
- Familiarity with case management systems, reviewing cases for benefits eligibility, determining the appropriate benefits that apply to a specific situation, and establishing/executing a case management plan

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.