Manager, Immigration Services, EOE Immigration & Relocation
Amazon Support Services Costa Rica SRL · San Jose, CA, Costa Rica · Human Resources
Full-timeLead
Also hiring in United States
About the role
Amazon’s Immigration Team is growing its best-in-class professional service to deliver exceptional Mobility support to Amazon businesses, employees and candidates across the world. The team comprising specialists, experienced immigration subject matter experts, analysts and program managers, act as strategic partners and consultants to Amazon business leaders and partner teams. The services team centrally manages immigration filings for seven countries, whilst also supporting global Immigration & Mobility teams from two service hub locations in Costa Rica & India, working closely with the providers that support Amazon for other countries. Through centralized management of immigration processes and vendor relationships, we drive continuous enhancement in service delivery while optimizing costs, maintaining superior quality standards, and ensuring stringent compliance across Amazon's mobility ecosystem.
We are seeking a Manager Immigration Services who will be the Single Threaded Leader to lead the Global Immigration Contacts operations in San Jose, Costa Rica. This role leads a team of immigration consultants and specialists to deliver the best-in-class service to current and future Amazonians. The manager will ensure delivery of Contact services, operational compliance, maintain quality standards, and drive process improvements while managing team performance and productivity metrics. The role is responsible for stakeholder management, which includes working closely with Immigration Strategy & Operations teams to deliver support that is high quality, achieves policy & compliance objectives, and optimizes costs. The Manager is responsible for team management, guiding on process improvements and preventive actions, and overall strategic insights to improve service delivery. Apart from the above, this role will also be the Single Threaded Leader (STL) responsible for the Contacts strategy & roadmap with a focus on Content, Automation, Artificial Intelligence (AZA) and Escalations support in partnership with Strategy, Product & Tech team POCs. Operationally, will be responsible for planning peak events, ensuring appropriate staffing levels, identify recurring process gaps and improve SLAs. Ensure that Reporting, Root Cause Analysis (RCA), Correction of Error (COE), and remediation plans meet the required rigor as they are communicated to teams, stakeholders, and Immigration leadership.
Key job responsibilities
Responsibilities
• STL for Immigration Contacts Operations team in San Jose, Costa Rica
o Monitoring of workload distribution and capacity planning to ensure optimum utilization of team resources.
o Regularly inspecting all operational metrics and KPIs, quality standards and performance against SLAs.
o Identifying and driving opportunities of process optimization based on audit gaps, escalations data and anecdotal feedback.
o Accountable for service delivery ensuring quick and effective resolution of customer complaints, escalations – learning from every situation that goes wrong and pushing forward improvement actions.
o Owning routine and ad hoc reports that ensure full transparency on performance against key success metrics, service failures, risks and needs.
o Coaching and mentoring the team, identifying training needs and providing rotation / stretch opportunities to constantly challenge the team and encourage growth.
o Leading and upskilling team members, to create a fungible workforce to ensure business continuity during transitions, providing greater flexibility in resource allocation to meet changing business needs.
o Lead talent development initiatives through structured coaching sessions and targeted mentoring programs, fostering a culture of continuous learning and professional growth.
o Assess individual and team capabilities to identify skill gaps, create personalized development plans, and implement training programs that align with both business needs and employee career aspirations
• STL for Contacts Strategy & Operations
o Define the roadmap for Contacts in partnership with Strategy & Product team POCs
o Forecast potential peak events and ensure appropriate levels of staffing are met.
o Identify recurring process gaps and dependencies of partner teams to improve SLAs such as Average Handling Time (AHT) & Total Time to Resolve (TTR).
o Optimizing audit & reporting of key metrics to stakeholders.
o Review audit reports and escalations data to ensure that the quantity & quality of work performed is as per the plan and is meeting the desired operational SLAs.
o Ensure all reporting and recommendations, including RCA, COE and associated remediation plans are meeting the required rigor and clarity as they are communicated to the teams, stakeholders and Immigration leadership.
• STL for Content, Automation, AI, AZA and reporting.
o Track AZA adoption, trends & metrics
o Build & execute optimization strategies to improve AZA resolution rates and reduce contact conversions
o Lead content curation and updates based on AZA & AI optimization recommendations
o Identify other automation opportunities to improve First Contact Resolution (FCR), TTR and AHT rates
o Partner with key stakeholder teams on optimizing Contact strategy based on Escalations trends and findings.
o Partner with Strategy, Product & tech team POCs on all related projects and goals.
A day in the life
You'll start your day reviewing operational dashboards, tracking Contact volumes, Average Handling Time, and resolution rates across the Costa Rica hub. Mornings often involve coaching sessions with your team of immigration consultants, followed by stakeholder syncs with Strategy, Product, and Tech partners on AZA optimization and content updates. Afternoons shift to analyzing escalation trends, reviewing Root Cause Analyses, and refining automation strategies to improve First Contact Resolution. You'll balance people leadership with operational rigor, planning for peak events, closing process gaps, and ensuring your team delivers exceptional service to Amazonians navigating their immigration journeys.
About the team
You'll join Amazon's Global Immigration team, a cross-functional organization, spanning team members in eight countries with hub operations in Costa Rica and India. The team includes immigration specialists, program managers, analysts, and subject matter experts who collectively manage filings, contacts, and mobility support for Amazonians worldwide. You'll work alongside peers leading production operations, strategy, and vendor management, while partnering closely with the Employee Onboarding Experience (EOE) organization on efficiency initiatives. This role reports directly into the Global Immigration leadership and is integral to our mission of delivering seamless customer experience.
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience in writing and editing with a strong command of grammar, punctuation and style
- Experience in creating process improvements with automation and analysis, or experience troubleshooting problems and offering solutions to streamline complex challenges
- 8+ years of operations work experience with 5+ years in a people management role
- Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma
- Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units
- Experience collaborating with cross-functional teams
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.
We are seeking a Manager Immigration Services who will be the Single Threaded Leader to lead the Global Immigration Contacts operations in San Jose, Costa Rica. This role leads a team of immigration consultants and specialists to deliver the best-in-class service to current and future Amazonians. The manager will ensure delivery of Contact services, operational compliance, maintain quality standards, and drive process improvements while managing team performance and productivity metrics. The role is responsible for stakeholder management, which includes working closely with Immigration Strategy & Operations teams to deliver support that is high quality, achieves policy & compliance objectives, and optimizes costs. The Manager is responsible for team management, guiding on process improvements and preventive actions, and overall strategic insights to improve service delivery. Apart from the above, this role will also be the Single Threaded Leader (STL) responsible for the Contacts strategy & roadmap with a focus on Content, Automation, Artificial Intelligence (AZA) and Escalations support in partnership with Strategy, Product & Tech team POCs. Operationally, will be responsible for planning peak events, ensuring appropriate staffing levels, identify recurring process gaps and improve SLAs. Ensure that Reporting, Root Cause Analysis (RCA), Correction of Error (COE), and remediation plans meet the required rigor as they are communicated to teams, stakeholders, and Immigration leadership.
Key job responsibilities
Responsibilities
• STL for Immigration Contacts Operations team in San Jose, Costa Rica
o Monitoring of workload distribution and capacity planning to ensure optimum utilization of team resources.
o Regularly inspecting all operational metrics and KPIs, quality standards and performance against SLAs.
o Identifying and driving opportunities of process optimization based on audit gaps, escalations data and anecdotal feedback.
o Accountable for service delivery ensuring quick and effective resolution of customer complaints, escalations – learning from every situation that goes wrong and pushing forward improvement actions.
o Owning routine and ad hoc reports that ensure full transparency on performance against key success metrics, service failures, risks and needs.
o Coaching and mentoring the team, identifying training needs and providing rotation / stretch opportunities to constantly challenge the team and encourage growth.
o Leading and upskilling team members, to create a fungible workforce to ensure business continuity during transitions, providing greater flexibility in resource allocation to meet changing business needs.
o Lead talent development initiatives through structured coaching sessions and targeted mentoring programs, fostering a culture of continuous learning and professional growth.
o Assess individual and team capabilities to identify skill gaps, create personalized development plans, and implement training programs that align with both business needs and employee career aspirations
• STL for Contacts Strategy & Operations
o Define the roadmap for Contacts in partnership with Strategy & Product team POCs
o Forecast potential peak events and ensure appropriate levels of staffing are met.
o Identify recurring process gaps and dependencies of partner teams to improve SLAs such as Average Handling Time (AHT) & Total Time to Resolve (TTR).
o Optimizing audit & reporting of key metrics to stakeholders.
o Review audit reports and escalations data to ensure that the quantity & quality of work performed is as per the plan and is meeting the desired operational SLAs.
o Ensure all reporting and recommendations, including RCA, COE and associated remediation plans are meeting the required rigor and clarity as they are communicated to the teams, stakeholders and Immigration leadership.
• STL for Content, Automation, AI, AZA and reporting.
o Track AZA adoption, trends & metrics
o Build & execute optimization strategies to improve AZA resolution rates and reduce contact conversions
o Lead content curation and updates based on AZA & AI optimization recommendations
o Identify other automation opportunities to improve First Contact Resolution (FCR), TTR and AHT rates
o Partner with key stakeholder teams on optimizing Contact strategy based on Escalations trends and findings.
o Partner with Strategy, Product & tech team POCs on all related projects and goals.
A day in the life
You'll start your day reviewing operational dashboards, tracking Contact volumes, Average Handling Time, and resolution rates across the Costa Rica hub. Mornings often involve coaching sessions with your team of immigration consultants, followed by stakeholder syncs with Strategy, Product, and Tech partners on AZA optimization and content updates. Afternoons shift to analyzing escalation trends, reviewing Root Cause Analyses, and refining automation strategies to improve First Contact Resolution. You'll balance people leadership with operational rigor, planning for peak events, closing process gaps, and ensuring your team delivers exceptional service to Amazonians navigating their immigration journeys.
About the team
You'll join Amazon's Global Immigration team, a cross-functional organization, spanning team members in eight countries with hub operations in Costa Rica and India. The team includes immigration specialists, program managers, analysts, and subject matter experts who collectively manage filings, contacts, and mobility support for Amazonians worldwide. You'll work alongside peers leading production operations, strategy, and vendor management, while partnering closely with the Employee Onboarding Experience (EOE) organization on efficiency initiatives. This role reports directly into the Global Immigration leadership and is integral to our mission of delivering seamless customer experience.
Basic qualifications
- 6+ years of contact center operations management with demonstrated progressively increased responsibility experience- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience in writing and editing with a strong command of grammar, punctuation and style
- Experience in creating process improvements with automation and analysis, or experience troubleshooting problems and offering solutions to streamline complex challenges
- 8+ years of operations work experience with 5+ years in a people management role
Preferred qualifications
- Experience creating and implementing large-scale programs- Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma
- Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units
- Experience collaborating with cross-functional teams
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.