Investigative Case Manager

hace 7 días


San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo
About the Role

We are looking for an experienced Investigative Case Manager to join our team at Amzn Support Srvcs Costa Rica.

Job Overview

The successful candidate will be responsible for managing the entire lifecycle of customer escalations, from intake and tracking, to partnering with internal stakeholders and service teams in the identification of root cause(s) and corrective action(s), to closing the loop with requestors.

You will also use data to measure the program and craft narrative business reviews to inform stakeholders about the escalations specific to their services.

Key Responsibilities
  • Gain and maintain a thorough understanding of HR Services - know who we are and how we serve our customers.
  • Manage the entire lifecycle of multi-stakeholder, complex escalated cases coming into Amazonian Experience and Technology Escalations, from intake to resolution and reporting.
  • Independently manage multiple cases at a time, bringing investigations to closure rapidly and definitively.
  • Produce summaries of case findings according to a technical standard and style guide specific to this team.
  • Analyze trends and produce strategic recommendations to the business to proactively address systemic issues.
  • Engage regularly and consistently with service owners to understand their needs and their processes to build a more collaborative and effective working relationship.
  • Collaborate with other escalations and investigations team to refine and improve the workflow between teams, ensuring SLA is met on both sides.
  • Ensure the voice of the customer is reflected through all program-related work.
  • Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem.


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