Process & Product Specialist, Relocation Services

Description

Want to shape how a brand new program runs from the ground up? Amazon's Workforce Solutions Assignments team is building the Assignment Concierge Service — a high-touch support experience for employees and families on international assignments — and we need a Human Resources Specialist II to own the systems, processes, and governance that make it work. This is not a case management role. You will focus on how the operation runs: maintaining Standard Operating Procedures (SOPs) and reporting infrastructure, driving process improvements with our internal tech team, managing vendor performance, and ensuring consistent service delivery across three regions. If you are a process-oriented professional who combines operational rigor with a continuous improvement mindset, this is a rare chance to build something meaningful from scratch.

Key job responsibilities
- Own and maintain all SOPs, workflow documentation, communication templates, and knowledge resources to ensure consistent service delivery across all three regions.
- Manage and improve case management platform configuration, AI tool integration, reporting infrastructure, and operational tooling — acting as the system administrator and continuous improvement driver.
- Lead operational governance cadences by facilitating global calibration sessions, monthly performance reviews, and cross-regional alignment on process execution.
- Maintain vendor operational relationships with Relocation, Tax, and the internal Immigration team — conducting regular reviews to monitor service delivery and identify improvement opportunities.
- Own the program return-on-investment framework, defining measurement methodology, producing aggregate reporting for leadership, and connecting case-level outcomes to program-level business value.

A day in the life
You will review operational metrics — case cycle times, vendor SLA compliance, employee satisfaction scores — for service flags and prepare insights for the monthly performance review. You will update SOPs based on recently resolved edge cases, configure new workflows in the case management platform, pull together return-on-investment data for leadership, and join vendor reviews to address a recurring issue. Your focus is on the system: making the operation faster, more consistent, and more scalable.

About the team
The Assignment Concierge Service is Amazon's dedicated assignment support team. We provide end-to-end, high-touch case management for employees and families on international assignments — one named point of contact, proactive coordination across 10 partner teams, and personalized guidance through every phase of the assignment lifecycle. This is a brand new program that was recently approved, and our mission is to enable Amazon to place the right talent in the right location with an experience that reflects the significance of these career-defining moves.

Basic Qualifications

- Bachelor's degree, or 2 years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications
- 3 years of program or project management experience
- Experience navigating a knowledge base and following Standard Operating Procedures (SOPs)
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience managing service providers and vendors

Preferred Qualifications

- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- 1 years of using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan experience
- Experience working with global cross-functional teams
- Experience in business process improvement, Lean or Six Sigma
- Experience in global mobility, HR operations, or relocation program management
- Experience implementing AI tools or automation in operational workflows
- Experience designing and reporting on ROI or program effectiveness frameworks

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.