Manager, Immigration Services (Global Contacts)

About the role

Amazon’s Immigration team is looking for a Manager to lead the Global Immigration Contacts operations in San Jose, Costa Rica. The manager will oversee a team of immigration consultants and specialists, ensuring high‑quality service delivery, compliance, and continuous improvement across Amazon’s mobility ecosystem.

Key responsibilities

• Act as the Single Threaded Leader (STL) for the Immigration Contacts Operations team.
• Monitor workload distribution, conduct capacity planning and maintain optimal team utilization.
• Track operational metrics, KPIs and SLA performance, and drive quality improvements.
• Identify process gaps, lead audit‑driven optimisations and implement automation or AI solutions in partnership with product and tech teams.
• Manage peak‑event staffing, escalation handling and root‑cause analysis to ensure timely resolution of customer issues.
• Collaborate with Immigration Strategy & Operations, product, and technology points of contact to align on policy, compliance and cost‑optimization goals.
• Produce regular reporting, RCA, correction of error (COE) and remediation plans for leadership review.
• Guide team performance, productivity metrics and professional development.

Required profile

• Proven experience leading immigration or mobility service teams.
• Strong stakeholder management skills with the ability to work across global business units.
• Track record of implementing process improvements and managing compliance in a high‑volume environment.
• Ability to translate strategic objectives into operational road‑maps and measurable outcomes.

Required skills

• Immigration services and compliance knowledge.
• Process optimisation and workflow automation concepts.
• Data‑driven reporting and root‑cause analysis.
• Leadership and team management.