Centralized HR Support, Amazon

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree
• Experience with feature delivery and tradeoffs of a product
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Desirable

• Responsive HR serves Amazon's employees by providing seamless, efficient access to HR support throughout their employment journey
• We operate at massive scale across multiple contact channels and geographies, and we're investing heavily in AI-powered triage, skill-based routing, and self-service deflection to reduce resolution time and improve the employee experience
• This role sits at the center of that work—shaping how contacts flow, which channels are available, and how intelligent routing drives better outcomes for both employees and advisors
• Routing Strategy & Optimization:** Own the end-to-end routing strategy for Centralized HR Support
• Define how contacts are classified, prioritized, and matched to advisors (or AI) based on topic, urgency, employee context, and advisor skill
• Continuously analyze routing performance and iterate to reduce misroutes, transfers, and resolution time
• Contact Channel Availability & Development:** Own the roadmap for channel availability across phone, chat, case management, and emerging channels
• Determine when and how channels are offered to employees, manage channel capacity in coordination with workforce planning, and identify opportunities to introduce or retire channels based on employee needs and operational efficiency
• Self-Service Deflection & AI-Powered Triage:** Partner with AI and engineering teams to expand intelligent self-service and IVR-based triage capabilities
• Define the experiences that help employees resolve issues without live support where appropriate, while ensuring seamless escalation paths when human help is needed
• Measure deflection quality—not just volume—by tracking resolution rates and employee satisfaction
• Amazon Connect Platform Ownership:** Serve as the product owner for the team's Amazon Connect implementation
• Drive configuration, feature adoption, and evolution of the contact center platform to support routing logic, real-time queue management, and channel orchestration
• Partner with engineering to ensure the platform scales with business growth and new use cases
• Cross-Functional Coordination:** Represent routing and channel strategy across Responsive HR, workforce management, AI/ML, and advisor tooling teams
• Align on shared metrics, capacity constraints, and technology dependencies
• Ensure routing decisions account for advisor experience and operational sustainability, not just employee-facing outcomes
• Metrics & Measurement:** Define and monitor metrics that reflect routing effectiveness and channel health—contact resolution rates, average handle time, transfer rates, deflection-to-resolution ratios, channel availability uptime, and employee satisfaction by channel
• Use data to prioritize roadmap investments and surface emerging issues before they scale