Disability and Leave Practice Consultants

Disability and Leave Practice Consultants

Amazon Web Services (AWS)
5-8 years
Not Specified

Job Description

At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining our team.
The DLS Operations (Ops) Best Practice Specialist bridges operational needs with compliance, subject matter expertise and industry thought leadership. They do this by leveraging metrics and expertise to influence teams throughout the organization. The DLS Ops Best Practices Specialist is a gate keeper for standard work and scalability, and influence partners as they define and balance business and employee needs.
To effectively perform this work the DLS Ops Best Practices Specialist utilizes critical thinking and strong analytic skills to truly discern root cause analysis and downstream impacts. They also need to have strong proactive ownership, always considering impacts on the customer. This role uniquely leverages deep subject matter expertise to drive leadership in the organization to better understand and act in the interests of the broader operational strategy.
This individual also has proven ability to communicate, analyze and critically think, along with a customer service focus that employees and program stakeholders expect from Amazon. The Non-US role focuses support for countries outside of the United States. Existing countries supported are Canada, India and several Latin American countries but the DLS Ops team is currently expanding to support several other non -US countries.
Ability to travel as needed (up to 50%), including foreign travel
• Develop, review, revise and own standard operating procedures, job aides, and process flows utilized by the DLS Ops team
• Develop, review, revise and own training, learning, and development content
• Draft business need requirements for system enhancements that drive process change
• Serve as a liaison between the DLS Ops team and other support teams, both internal and external to DLS
• Support change initiatives by drafting and reviewing internal and external communications, as well as customer facing self-service tools
• Makes data driven recommendations to improve operational performance by utilizing customer feedback, escalations, appeals, overturned decision, volume, decisions, employee experience, and audit data
• Consult on complex, sensitive DLS Ops cases and resolution of escalated cases and root cause trends
• Collaborate with legal and compliance on regulatory/employment liability issues as they relate to complex cases and/or policy development with leave, disability and/or accommodation
• Lead large, complex projects across DLS driving successful outcomes against key metrics in all project assignments
• Bachelor's degree or equivalent professional or military experience
• 5+ years of experience working in the areas of leave of absence, disability management, return to work management, and/or workplace accommodation, specifically working with laws that involve these subject areas
• Knowledge in MS Word, Excel, Access, Outlook and PowerPoint
• An advanced degree or 6+ years equivalent experience in either Integrated Disability and Absence Management, Workers Compensation or Risk Management
• Ability to build strong relationships and influence others while working in a cross functional environment
• Strong detail orientation with ability to analyze, problem solve, organize and manage multiple priorities or cases independently in an environment with changing priorities
• Excellent customer service and communication skills
• Experience providing guidance and consultation to employees and stakeholders about leave of absence, disability plan, accommodation, benefits or employee relations matters
• Experience supporting a variety of employee populations including hourly workforces of significant and complexity, particularly union and non-union manufacturing, distribution and/or call centers. Also experience with salaried, professional employee groups like technology programmers and senior level managers.
• Experience providing guidance and consultation to employees and stakeholders about leave of absence, disability plan, accommodation, benefits or employee relations matters
• Human Resources or Disability Management Certification
• Employee relations and change management experience
• Experience with laws, regulations and providing leave and/or accommodation services from outside the U.S.
• Demonstrated knowledge of Workers Compensation claims management related laws and medical legal terminology

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