Senior HR Live Support Specialty Advisor

About the role

The My HR Live Support (MHLS) team is hiring a Senior Advisor to provide Tier 2 specialty support for Amazon employees. This role handles complex payroll, disability, and leave cases via phone, chat, and ticketing, ensuring a trusted case management experience.

Key responsibilities

• Respond to employee inquiries about disability, leave events, time‑off, payments, and related situations through inbound and outbound channels.
• Review medical documentation and adjudicate compliance with leave plans, federal/state laws, and Amazon benefit policies.
• Adjust case management plans as employee needs evolve and de‑escalate complex situations.
• Maintain productivity goals, troubleshoot barriers, and escalate significant workload changes.
• Facilitate smooth return‑to‑work and ramp‑back plans, and educate managers on leave processes.
• Communicate updates verbally and in writing, ensuring compliance with regulations and company policy.
• Coordinate with third‑party administrators, local HR, Safety, Legal, Payroll, Benefits, and other support units.

Required profile

• Exceptional communication and organizational skills with keen attention to detail.
• Ability to prioritize in a fast‑paced environment and manage a high volume of cases.
• Strong relationship‑building and influencing abilities across cross‑functional teams.
• Robust analytical and critical‑thinking skills with a customer‑obsessed mindset.
• Fluency in written and spoken English.

Required skills

• Proficiency with MS Excel.
• Proficiency with MS Word.
• Experience using SharePoint.
• Proficiency with PowerPoint.