Be part of Amazon's HR team and help shape the benefits experience for every Amazonian. We are looking for an Administrator BXT, Benefits Service Excellence to own end-to-end process management and drive operational excellence across benefits operations.

In this role, you will manage cases and escalations, coordinate with vendors, execute payroll reporting, and lead process improvement initiatives — all while ensuring compliance and timely delivery against SLAs. You'll dive deep into systemic issues, identify root causes, and implement solutions that enhance efficiency and outcomes for the team.

Position Responsibilities

Case & Escalation Management
• Provide case management support for items raised by HRA II
• Own escalation management and drive timely resolution within SLA

Process Management
• Execute vendor and payroll reporting (medium complexity)
• Manage adjudication processes (medium to high complexity)
• Perform manual enrollment and withdrawal processes (medium complexity)

Troubleshooting & Problem Solving
• Dive deep into unexpected issues to identify root causes
• Surface and communicate issues related to benefits and vendor support
• Process Improvement & Compliance
Lead process improvement initiatives to enhance efficiency
• Perform audits and execute control points (medium complexity)

What We're Looking For
• Strong problem-solving skills with the ability to dive deep and troubleshoot effectively
• Proven experience in case management and escalation handling
• Continuous improvement mindset with a proactive approach to identifying and resolving issues
• Excellent attention to detail and ability to manage multiple priorities
• Strong written and verbal communication skills


Key job responsibilities
Key Job Responsibilities — L3, Administrator BXT, Benefits Service Excellence

Statutory Enrollment & Compliance
• Own end-to-end statutory enrollment of new hires to ensure regulatory compliance — any delay or miss creates legal and financial risk for the business
• Track enrollment completion rates and drive zero-defect execution to protect the organization from compliance gaps

Case Management & Employee Sentiment
• Manage and resolve benefits cases within SLA, ensuring every employee interaction is handled with a positive, solution-oriented approach — directly impacting employee sentiment and Connections scores
• Handle escalations with urgency and empathy to prevent negative employee experience from becoming a retention risk

Root Cause Analysis & Issue Elimination
• Investigate every issue to root cause level and drive permanent fixes — reducing repeat volume, lowering operational cost, and freeing team capacity
• Maintain a root cause log and surface systemic patterns with data to enable proactive issue elimination across benefits operations

Process Improvement & Operational Excellence
• Drive process improvements focused on eliminating recurring defects in statutory enrollment and vendor workflows — critical to scaling operations without adding headcount
• Perform audits and control checks to ensure data accuracy and sustained compliance

Why This Role Is Critical
This role is essential to ensuring regulatory compliance, safeguarding the organization from legal and financial exposure, and maintaining uninterrupted benefits operations.


A day in the life
Day-to-day, this role executes statutory enrollments, manages benefits cases and escalations from HRA II, coordinates with vendors, and performs payroll reporting and compliance audits. It drives root cause analysis to eliminate recurring issues.

Key stakeholders include BXT, PS, MHLS and payroll teams, with every Amazonian as the end customer.