US Escalations Leader, Amazon Immigration

Job description

Amazon Immigration is seeking a strategic and execution-oriented US Escalations Leader to own and evolve our end-to-end escalations program across Amazon's US business. This is a senior individual contributor role with dotted-line leadership responsibilities, operating at the intersection of complex case management, program strategy, and service excellence. As US immigration policy shifts rapidly — including regulatory impacts on PERM filings, H-1B adjudication volatility, and evolving work authorization frameworks — this leader will architect a scalable, proactive escalations framework that drives service defects down and customer satisfaction up, safeguarding employee experience throughout the immigration lifecycle. Key job responsibilities US Escalations Strategy Framework: - Define and own Amazon's US immigration escalations strategy, covering both reactive case de-escalation and proactive root cause analysis (RCA) and Correction of Errors (COE) processes across all US immigration categories - Audit and redesign the US contacts and escalations framework, in partnership with Immigration Operations, to ensure it is structured correctly, with feedback loops reaching all levels of contact handlers - Build mechanisms to translate escalation data and RCA findings into closed service and technology gaps — driving the virtuous flywheel to reduce defects for customers - Partner with US immigration leaders to ensure they fix customer service…