Process & Product Specialist, Relocation Services

Want to shape how a brand new program runs from the ground up? Amazon's Workforce Solutions Assignments team is building the Assignment Concierge Service — a high-touch support experience for employees and families on international assignments — and we need a Human Resources Specialist II to own the systems, processes, and governance that make it work. This is not a case management role. You will focus on how the operation runs: maintaining Standard Operating Procedures (SOPs) and reporting infrastructure, driving process improvements with our internal tech team, managing vendor performance, and ensuring consistent service delivery across three regions. If you are a process-oriented professional who combines operational rigor with a continuous improvement mindset, this is a rare chance to build something meaningful from scratch. Key job responsibilities - Own and maintain all SOPs, workflow documentation, communication templates, and knowledge resources to ensure consistent service delivery across all three regions. - Manage and improve case management platform configuration, AI tool integration, reporting infrastructure, and operational tooling — acting as the system administrator and continuous improvement driver. - Lead operational governance cadences by facilitating global calibration sessions, monthly performance reviews, and cross-regional alignment on process execution. - Maintain vendor operational relationships with Relocation, Tax, and the internal Immigration team — conducting regular reviews to monitor service delivery and identify improvement opportunities. - Own the program return-on-investment framework, defining measurement methodology, producing aggregate reporting for leadership, and connecting case-level outcomes to program-level business value. A day in the life You will review operational metrics — case cycle times, vendor SLA compliance, employee satisfaction scores — for service flags and prepare insights for the monthly performance review. You will update SOPs based on recently resolved edge cases, configure new workflows in the case management platform, pull together return-on-investment data for leadership, and join vendor reviews to address a recurring issue. Your focus is on the system: making the operation faster, more consistent, and more scalable.

The Assignment Concierge Service is Amazon's dedicated assignment support team. We provide end-to-end, high-touch case management for employees and families on international assignments — one named point of contact, proactive coordination across 10+ partner teams, and personalized guidance through every phase of the assignment lifecycle. This is a brand new program that was recently approved, and our mission is to enable Amazon to place the right talent in the right location with an experience that reflects the significance of these career-defining moves.