Manager, Immigration Services, EOE Immigration & Relocation

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