Sr. Customer Advocacy Manager, US Immigration

Saved job description

Amazon Immigration is seeking a strategic and results-oriented US Sr. Customer Advocacy Manager to lead, build, and develop the team that owns our end-to-end escalations program across Amazon’s US business. This is a people-management role with direct reports, operating at the intersection of complex case management, program strategy, organizational leadership, and service excellence.

As US immigration policy shifts rapidly — including changes to green card processes, H-1B petitions, visa applications, etc. — this leader will architect a scalable, proactive escalations framework that drives service defects down and customer satisfaction up, safeguarding employee experience throughout the immigration lifecycle. This leader sets direction for the escalations program, builds team capability and capacity, and serves as a senior escalation authority trusted to make high-judgment calls in an ambiguous regulatory environment — operating as a force multiplier through the people they develop. This leader will also serve as a strategic advisor to the Global Immigration Strategy single threaded leader, sitting on the leadership team.

Key job responsibilities

Lead and develop the US escalations team — manage, coach, and own the full people lifecycle (hiring, performance, calibration, and career growth), building the team's capability to resolve complex escalations without your intervention.

Own US immigration escalations strategy as the single-threaded leader — strategy, metrics, RCA/COE processes, and proactive mechanisms that drive service defects down across all US categories.

Lead emergent policy and crisis response — flex team capacity to review and respond to emergent US immigration policy and crisis issues as they arise; partner with providers, internal operations, Legal, Public Policy, and the business to design, implement, and communicate timely, compliant responses that protect the employee experience.

Partner and influence cross-functionally — serve as senior escalation authority to providers, Legal, Public Policy, Product, Tech, HR, and leaders up to L10; author the COEs, MBR/QBR inputs, and narratives that shape how leadership understands US immigration risk.

Drive data-driven continuous improvement — own escalation metrics, SLA/CSAT performance, and the escalations inputs into OP1/OP2 planning and headcount cycles.

A day in the life

In this role, you will manage a team of high-performing customer escalations immigration specialists, helping these professionals better support our toughest customer issues - at scale. You will optimize team structure, systems, and processes, coach and grow your people, devise new strategies to solve customer problems before they happen, and serve as a key advisor and leadership team member supporting the Global Immigration Strategy leader.

About the team

In the Immigration team at Amazon, we aim to give sponsored employees peace of mind, knowing that their immigration matters are in the hands of experts, so they can focus on what they do best, inventing the future. The team is full of immigration experts, process mavens, and escalations specialists, all working together in a collegial, supportive, and fast-paced environment.

Requirements: - Bachelor's degree or equivalent in Business, Program Management, Human Resources, Employment Law, Computer Science, Finance, Computer Information Systems, Engineering, Operations Research or a related field

- Experience handling ambiguous or undefined challenges through strong problem solving abilities

- 3+ years of partnering with cross functional teams experience

- Experience managing direct reports

- 7+ years of corporate US immigration experience in a high-volume environment — you have operated as a subject-matter expert managing nonimmigrant and green card employment-based immigration at scale (large caseloads, multiple concurrent matters, tight SLAs, complex program management).