At Amazon, we're working to be the earth’s best employer. To get there, we need exceptionally talented, bright, and driven people. Amazon’s Immigration and Relocation Team is looking for a smart, passionate candidate to support complex customer challenges for the U.S. immigration organization. The US Immigration team is a group of immigration subject matter experts and analysts who act as strategic partners and consultants to business leaders and partner teams. The team centrally manages customer experience for in-house immigration filings and the vendors that support Amazon, and delivers projects to improve cost, quality, policy, compliance, and experience for immigration services at Amazon. In this role, you will use your immigration expertise and judgment to oversee filings at a programmatic level and intervene on escalations to drive superior customer experience at scale.

Key job responsibilities
Independently manage complex contacts and escalations, using immigration subject matter expertise to resolve customer defects against a scorecard:
* Serve as US Immigration SME for Mergers, Acquisitions, and other entity expansion work, analyzing US immigration impacts of mergers, acquisitions, new and in-country entity expansions, defining customer immigration paths and managing case escalations
* Resolve complex immigration escalations for Amazonians and candidates, managing difficult legal issues with external providers, internal legal, and business customers, conducting root cause analysis, and developing mechanisms to fix these defects
* Manage customer success metrics across a multi-provider model, including cycle times, contacts and escalations, customer sentiment, and cost to serve
* Design and implement new contacts and communications mechanisms to improve experience and reduce cost to serve
*Assess, implement and improve mechanisms to close immigration compliance risks
* Define strategy and develop implementation plans to drive new service launches that meet customer experience and legal compliance bars
* Define and execute communication and change management strategies with related artifacts
* Manage and drive delivery of regular progress updates for projects and goals to partners, stakeholders and leadership to drive visibility and accountability

Monitor and respond to changes in immigration landscape:
* Stay current on legal changes by monitoring relevant portals, publications and notifications
* Escalate issues and challenges that impact project delivery and/or customer experience timely
* Review project impact, and readjusting based on new legal requirements; oversee change management