Senior Bereavement Support & Case Manager

Amazon Inc.; 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

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