DLS Case Manager – Disability & Leave Services (LATAM)

About the role

The DLS Case Manager supports Latin America employees throughout disability and leave events, ensuring they receive accurate information, appropriate benefits, and a seamless transition back to work. This 11‑month on‑site position requires strong customer focus, critical thinking, and the ability to manage complex cases with empathy.

Key responsibilities

• Initiate and respond to employee inquiries about leave, accommodation, and benefits via phone, email, and ticketing systems.
• Serve as the primary point of contact for assigned employees, reviewing medical documentation and adjudicating leaves in compliance with Amazon policies and applicable laws.
• Utilize duration guidelines and best‑practice tools to oversee each leave event, adjusting case plans as employee needs evolve.
• Troubleshoot issues, remove barriers, and ensure timely communication throughout the leave lifecycle.
• Identify process friction points and collaborate on continuous‑improvement projects to enhance the employee experience.

Required profile

• Proven track record of customer obsession and delivering high‑quality service.
• Excellent prioritization, follow‑through, and attention to detail.
• Strong critical‑thinking and fact‑finding abilities.
• Effective written and verbal communication skills, with empathy for sensitive situations.
• Ability to influence stakeholders and drive process improvements.

Required skills

What we offer

• Opportunity to work within a global leader in e‑commerce and technology.
• Exposure to cross‑functional teams including Benefits, HR, Payroll, and Safety.
• Professional development in case management and employee experience.