Country HR Leader for Customer Services

Country HR Leader for Customer Services

Amazon Operation Services Philippines, Inc.
10-13 years
Not Specified

Job Description


Scope: The role covered our Philippines Customer Services operations, with two sites (Manila and Cebu, and an emerging virtual operation)

At Amazon, we're working to be the most customer-centric company on earth. We're growing fast and need exceptionally talented, bright, and driven people to join our team. If you'd like to help us build the biggest, best and most reliable place to buy anything online, this is your chance to make history. We're looking for a dynamic, experienced, innovative leader to join our Philippines Human Resources department as a Senior Human Resources Manager (Sr. HRM). This role is part of the Americas leadership team.

The CS HR Country Leader partners directly with the Customer Service Director, General Manager and Site Leaders to enable strategic business outcomes for the Philippines as part of the Amazon Customer Service worldwide organization. This role also works informally with Site Leaders from other Amazon businesses in the region as part of the site-wide leadership structure. This position reports to the Regional HR Director, Americas Customer Service.

The CS HR Country Leader has four critical deliverables:
Ensure Amazon's customer-centric culture runs deep - it is at the heart of who we are, and every associate in the Customer Service network must feel the same sense of ownership, innovation, and hustle. Work Hard. Have Fun. Make History.
Build big leaders who care - about customers, about their people, about results.
Obsess on improving and simplifying things - processes, tools, communication, and measures - we iterate and improve constantly.
Drive the growth and expansion priorities in the region by creating a scalable, diverse and innovative organization.

The ideal candidate will be able to play both a hands-on and strategic role, providing Human Resources leadership and expertise in areas of Employee Relations, Coaching/Development, Compensation, Conflict Management, Organizational Development/Design, Employee Engagement and much more. This person will be instrumental in initiating and driving HR programs and initiatives within the organization and will coach clients who lead small to large teams, developing innovative solutions to deliver results, and championing Amazon's culture and values. They will be able to partner closely with leaders to build customer obsessed teams and continuously help find, grow and retain the best talent available.

Amazon looks for individuals who can think strategically and create an inspiring vision as well as roll up their sleeves and dive deep into problems to bring forth practical applications. We are seeking experienced Human Resources leaders who can diagnose problems as well as identify and drive appropriate solutions. The role will require the ability to establish HR priorities and operating mechanisms to drive change along with the ability to interface effectively with leaders at all levels. Excellent communication skills and data driven analytical thinking are required. The ideal candidate thrives in a fast paced and innovative environment where multiple priorities compete for limited resources.

Key Responsibilities:
The CS HR Country leader is responsible for all areas of HR for this client group - including developing a strategic partnership with its business leaders, recruiting, associate engagement, leadership and talent development, performance management, organizational development, compensation and communications.
This person will be an active member of the global Customer Service HR network, driving and supporting global initiatives with team members in the Americas, EMEA and Asia-Pacific.
The person in this role will be responsible for ongoing HR improvements to ensure we provide the best associate experience, while providing critical leadership and coaching to business leaders.


Bachelor's Degree required in HR or related field
10 years of experience in leadership roles, preferably HR
Experience supporting hourly employee client groups
Experience in customer service, call center, distribution center, or manufacturing environments
English language fluency mandatory
Experience leading and developing HR and Operations professionals
Knowledge of regional legal and employment frameworks
Ability to travel up to 30-40%

Master's Degree in HR or MBA preferred
Experience working with technology, retail and/or product teams
Prior experience leading, coaching, and mentoring direct reports and leading large HR teams with talented HR professionals
Strong Project/Program Management Skills
Amazon is an equal opportunity employer

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