Disability and Leave Services High Consequence Resolution Team Manager

Full time
Human Resources
United States
Hiring from: Anywhere

DLS High Consequence Resolution Team Manager

Job ID: 1293580 | Amazon.com Services LLC


Amazon’s mission is to be the earth’s most customer-centric company. Today, we operate retail websites in 15 countries, offering millions of products worldwide, and we still like to work hard, have fun and make history! We are looking for a smart, ambitious and strategic business leader to join Amazon’s Disability and Leave Services (DLS) team. As a leader, you will build and manage a team of professionals who like to dive deep into defect identification and solve problems that will delight our customers.

Within the Employee Services organization, Amazon’s DLS team is building an innovative case management program to deliver leave of absence, disability, and accommodation services to Amazon employees globally. To support this growth, DLS is driving to redesign our processes, requiring strong subject matter experts to help us achieve this goal.

The High Consequence Resolution Team (HCRT) members are deep subject matter experts with demonstrated expertise in statutory disability plans, short- and long-term disability, disability accommodation (ADA/ADAAA/FEHA, etc.) and/or Federal/State leaves of absence (FMLA). They are highly skilled in sensitive case management oversight, business analytics, defect identification, complex clinical assessments, answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and paving the way for a connected and trusted case management experience. They actively support and promote an environment of collaboration, ownership, and consultation between customers and the DLS organization. The team collaborates with key business stakeholders, tech leaders, clinicians, and DLS program leaders to ensure specialized leave policy programs are successful across the organization.

Key Responsibilities:

  • Builds trust and confidence in the DLS team

  • Initiate and respond to inquiries about specialized leave and disability events, benefits, and options available to Amazon employees

  • Critically assess and adjust the case management plan to an employee’s changing needs

  • 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 accommodation

  • Address and respond to sensitive and/or escalated situations (e.g. legal requests, executive escalations, business continuity responses)

  • Identify and solve problems, sometimes with limited information

  • Address and respond to sensitive situations

  • Serve as a Subject Matter Expert for specialized leave and disability cases offering consultation and real-time support to DLS customers

  • Identify process and/or performance deficiencies and implement improvement plan

  • Develop and maintain effective relationships with internal and external stakeholders

  • Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards


  • Bachelor’s degree from accredited university

  • 3+ years of managing a team of exempt professional employees

  • 5+ years of HR and/or leave and disability experience

  • Knowledge of federal or state Leave and Disability regulations, specifically ADA/ADAAA, and FMLA

  • Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters


  • Master’s Degree

  • Experience with global service and employee delivery

  • 5+ years of experience as a case manager using case management systems, reviewing cases for eligibility, determining the appropriate benefits that apply to a specific situation, and establishing/executing a case management plan; or 5+ years of employee relations investigation work including, resolving employee disputes, documenting case findings and owning sensitive employee investigations

  • Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities and excellent follow up skills in a fast-paced environment

  • Experience leading projects focused on process improvement and service integration

  • Strong problem solving, time management and priority setting skills

  • Excellent customer service and communication skills, both verbal and in writing

  • Fluent in English with other languages being an advantage, preferred fluency in Spanish as well

  • Experience with claim management software and knowledge of other HRIS programs

  • Technically proficient in MS Word, Excel, Access, Outlook and PowerPoint

  • SPHR, PHR, CLMS, CFE and/or CPDM

Job details

  • US

  • Disability and Leave Services

  • Human Resources

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