Description Job Description Amazon’s Business Mobility Services (BMS) 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 of 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 three service hub locations in Costa Rica, Indian and the Philippines, working closely with the providers that support Amazon for other countries. Through centralized management of immigration processes and vendor relationships, BMS drives 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 immigration & mobility operations in San Jose, Costa Rica, primarily focused on AMER and EMEA locations. The role leads a team of immigration, quality, contacts and immigration specialist to deliver the best-in-class service to current and future Amazonians. The manager will ensure delivery of services, operational compliance, maintain quality standards, and drive process improvements while managing team performance and productivity metrics. The role involves extensive stakeholder management, which includes working closely with mobility partner and stakeholder 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. In addition to the above, this role will also anchor Single Threaded Leader (STL) responsibility for Contacts Management, Global capacity & productivity planning and quality audits. The key focus areas are on people management, driving operational excellence, optimizing performance, aligning cross-functional efforts, and continuously improving immigration production operations through data-driven decision-making. Key job responsibilities Responsibilities • Site Leadership for BMS 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 • STO for Post-Quality Audits o Lead efforts of post-quality audit program for immigration in-house production, ensuring adherence to established quality protocols, process flows, SOPs & SLAs after case filing. o Review and continually assess program health improvement opportunities related to the quality framework, checklists, sample-size determination, defect categorization system etc. o Influence and drive remediation plan protocols, to help strengthen country/regional performance. o Evaluate opportunities for AI and lead all communication efforts to provide visibility on progress updates, challenges etc. • STO 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 AHT & TTR. o Optimizing audit & reporting of key metrics to stakeholders. o Review audit reports and escalations data for ensuring 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 BMS leadership. • STO for Capacity Planning across Immigration: which includes development and maintenance of a robust workforce planning model to forecast future resource needs based on projected case volumes, skills, and competencies required. This includes: o Analyzing historical hiring, attrition, and productivity trends o Identifying skill gaps and developing training plans to upskill the existing workforce. o Recommending staffing plans to ensure appropriate capacity and skill mix o Optimizing shift schedules and work assignments to maximize productivity. o Implementing real-time capacity management tools and dashboards. This would entail Reporting weekly productivity, utilization and efficiency trends. Proactively identifying capacity shortfalls and/or surpluses and providing insights to leadership for Intake Management Basic Qualifications - Bachelor's degree, or 8+ years of leading large complex programs experience - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Knowledge of six Sigma/Lean processes Preferred Qualifications - 5+ years of leading large complex programs experience - Knowledge of compensation/total rewards, talent management, performance management, compliance, and organization design and development - Experience managing cross-functional projects and initiatives - Knowledge of Excel at an advanced level Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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