Two Chicks With A Side Hustle

Employer: Amazon

Job summary
Amazon strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience – Amazon continues to grow and evolve as a world-class e-commerce platform. Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company’s DNA. The world’s brightest technology minds come to Amazon to research and develop technology that improves the lives of shoppers and sellers around the world.

Amazon is seeking a Benefit Services Specialist to join the Benefits Operations Services (BOS) team. The BOS organization provides global, scalable operations support for Health, Welfare, and Pension benefit programs offered to Amazonians across the world. BOS aims to deliver efficient, frustration-free benefits processes that create a positive employee experience. BOS is part of the Amazonian Experience and Technology team (AET), within the People Experience and Technology group (PXT), formerly known as Human Resources.

Benefit Services Specialists have advanced technical knowledge in the benefits offered to employees in the countries they support. They partner extensively with internal stakeholders and external partners to develop and execute to a global multi-year roadmap for benefit administration support. Benefit Services Specialists own the overall service quality at the process level, and they define a continuous improvement strategy. They are responsible for designing and documenting standard processes, ensuring operational readiness for new program roll-outs, and managing the implementation of new benefit plans.

As an Individual Contributor, you will act as a day-to-day project lead on a variety of initiatives, identifying and solving problems and driving team progress toward established goals. You will help design and implement tools, processes, and/or data collection mechanisms used for operational reporting. In this role, you will be part of a dynamic environment with rapidly changing priorities, so being comfortable with working independently is crucial. To be successful in this role, you will need to function as an innovative change agent with a manifest bias for action. Prospective candidates will have a demonstrated history of successfully managing large, complex projects, with experience in engaging with cross-functional teams and multiple stakeholders to deliver results through leadership and influence.

Key job responsibilities

  • Deliver project management support on complex benefit initiatives, including translating business needs into project plans, gathering customer requirements, conducting impact assessments, and defining milestones, timelines, deliverables and quality standards.
  • Develop and execute change management strategies for benefits delivery and operational activities, including launching and integrating new or modified benefits plans, processes and vendors.
  • Work with benefit vendors to ensure existing and new administrative processes provide a consistent, frustration-free employee experience, in accordance with compliance standards and integrated with other vendors when applicable.
  • Define and monitor benefits administration Critical to Quality (CTQs) metrics, perform root cause analysis on defects and implement remediating actions.
  • Identify and help resolve issues, including providing support and guidance to employee escalations on benefit related topics, and working with internal employee support teams to manage appeals and exceptions.


  • A bachelor/master degree from an accredited university
  • Overall 10+ years of work experience
  • 5+ years of work experience in Benefits, HR or Bereavement Service areas
  • 5+ years of people management experience
  • Ability to handle responsibilities independently, while exercising good judgment in problem-solving and keeping team members adequately informed.
  • Well-honed analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics including return on investment.


  • Excellent written and verbal communications skills – ability to interface with all levels of the organization, specific strength in influencing decision makers and managing expectations
  • Ability to diagnose problems, identify root causes, develop and drive appropriate solution
  • Experience in HR or Operations and understanding of core HR processes a plus