Senior US Immigration Escalations Lead

Amazon Inc.; Seattle (WA); On-site; USD 138,000 - 187,000; Full time

Benefits offered by this job

Sign-on bonus

RSUs

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Immigration in Seattle seeks a strategic and results-oriented US Sr. Customer Advocacy Manager to lead the team that owns end-to-end escalations across Amazon’s US business.

This is a people-management role with direct reports, operating at the intersection of complex case management, program strategy, and service excellence. You will architect a scalable escalations framework, drive CSAT improvements, and serve as a senior escalation authority in a dynamic regulatory environment.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Experience solving ambiguous challenges with strong problem-solving abilities.
• 3+ years partnering with cross-functional teams.
• Experience managing direct reports.
• 7+ years of corporate US immigration experience in a high-volume environment.

Responsibilities

• Lead and develop the US escalations team — manage, coach, and own the full people lifecycle.
• Own US immigration escalations strategy and metrics to reduce defects and improve CSAT.
• Lead emergent policy and crisis response in collaboration with Legal, Public Policy, and operations.
• Partner across functions as senior escalation authority to providers, Legal, and HR.
• Drive data-driven continuous improvement with escalation metrics and planning inputs.

Skills

Cross-functional collaboration

People management

Problem solving

Immigration policy knowledge

Education

Bachelor's degree or equivalent

Job description

Amazon Immigration in Seattle seeks a strategic and results-oriented US Sr. Customer Advocacy Manager to lead the team that owns end-to-end escalations across Amazon’s US business.

This is a people-management role with direct reports, operating at the intersection of complex case management, program strategy, and service excellence. You will architect a scalable escalations framework, drive CSAT improvements, and serve as a senior escalation authority in a dynamic regulatory environment.