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Amazon Corporate LLC Manager, DLS in Seattle, Washington

Job summaryAt 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. DLS Provides services 7 days a week, 24 hours a day to assist employees as they go through qualifying life events.The DLS Manager will provide exceptional customer service, partnership and coordination with business teams, senior leadership, managers and human resources. The individual will possess operational knowledge, execution, data understanding and leadership skills to take on a highly impactful specialist role while managing a team of 10-15 DLS members regarding leaves and/or accommodations. The individual will assist in fostering the growth of the program and development of the process change and opportunities to improve efficiency and the customer experience.The DLS Manager will need to see things through to completion; have the ability to manage employees and coordinate complex processes; possess the ability to work with all levels of employees and management, ability to prioritize in a fast-paced environment; and strong critical thinking and fact-finding skills. The individual must possess the ability to develop and improve processes, take ownership and show initiative. This individual has proven ability to communicate, analyze and critically think, along with a customer service focus that employees and program stakeholders expect from Amazon.Responsibilities:* Manage the performance of teams through insightful communications, regular 1:1's, team meetings and reward and recognition programs. These teams can consist of Accommodation Consultants, Leave Case Managers, Triage Specialists and/or Sr. Case Managers* Drive continuous improvement processes/initiatives to enhance the operational efficiency of the program* Ensure compliance with a standard work, federal/state regulations, and company policy* Maintain system records to ensure accurate and timely information/documentation* Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate* Achieve performance goals and objectives in line with the network wide vision and goals.* Communicate policies to the team and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.* Partner with Operations Manager and other Team Supervisors regarding organizational design, workforce planning, succession planning, and skills assessment.* Review and analyze business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience* Respond to escalations, providing root cause analysis and recommendations. Develops remediation plan and drives to resolution with minimal guidance from Manager* Perform audits of team's work, providing coaching and feedback to support ongoing performance improvement.* Maintain familiarity with defined operations processes to validate delivery in accordance with set quality standards and ensure compliance with standard work, federal/state or local laws and company policy* Contribute to growing the expertise of our stakeholders, by participating in meetings, tough case reviews, resolution of escalated cases and consultation* Collaborate with legal and compliance stakeholders on regulatory/employment liability issues as they relate to complex cases and/or policy development with leave, disability and/or Accomm