In pursuit of being Earth's Best Employer, our global Human Resources teams, known as People eXperience and Technology (PXT), drive business success by fostering a safe, inclusive, and innovative culture. The Manager of Associate Partners (APs), PXT is a key operational leader responsible for ensuring PXT teams across the region execute with discipline, consistency, and alignment to Amazon standards through a centralized service delivery model. Leading a team of HR Associate Partners supporting multiple sites, you will partner with different Campus Managers and Business Partners to solve complex employee issues, identify thematic trends, and drive scalable improvements. You operate within a defined operating model, working in partnership with PXT leaders across the country and region to drive enhanced employee experience and efficient processes that make the PXT organization highly leveraged and value-adding. Success at this level relies on operational excellence, leadership presence, and the ability to drive measurable service outcomes in a fast-paced, multi-site focused environment. In this role, you will be expected to work onsite at an Amazon facility and manage multiple sites across your region, independently coordinating your travel activities to ensure you are consistently present and available according to the needs of your network on-site.
Region: West (NRW / Hessen)
Key job responsibilities
PXT Operational Excellence & Service Delivery
Champion a customer-obsessed approach to employee support, ensuring every interaction builds trust and delivers value. Lead your team to solve complex employee issues with sound judgment, empathy, and adherence to company standards. Use data and employee feedback to identify experience gaps and drive continuous improvement. Partner with PXT Leaders and Campus Managers to proactively address emerging themes and prevent systemic issues. Establish service quality standards that balance efficiency with personalized support for unique situations. Deep dive executive escalations, pay cases, and workplace incidents to identify root causes and address systemic issues. Solve complex customer issues and proactively head off experience defects. Identify and eliminate root cause barriers to accuracy and quality.
Technology & Process Excellence
Champion the use of PXT tools and systems to drive scale, efficiency, and consistency—while reinforcing the importance of judgment and critical thinking. Ensure site teams are trained and confident in using available platforms. Partner with EU Program teams to drive adoption of PXT tools and systems for efficiency, with measurable adoption rate targets. Drive adoption of self-service and AI-enabled tools with specific adoption rate targets to ensure accountability. Use inspections and data to identify defects, validate process integrity, and reinforce accountability. Surface recurring system gaps and usability challenges to central teams, influencing scalable improvements.
Standards, Quality & Accountability
Ensure site PXT teams consistently execute processes to established standards—avoiding unofficial workarounds or non-standard practices. Partner with site teams to address root causes, and escalate to central functions when systemic issues require broader solutions. Use inspection routines to identify defects and confirm adherence to quality expectations and standard processes. Use data to drive execution, reinforce accountability, and support continuous improvement across the region. Regularly review key PXT and business metrics, and coach PXT leaders to interpret trends and take action. Establish a consistent inspection rhythm to monitor progress, ensure follow-through, and escalate persistent gaps impacting quality or performance.
Team Leadership & Development
Lead a diverse team of HR Associate Partners with varying levels of experience to drive operational excellence through high-judgment decisions, risk mitigation, and employee experience enhancement. Guide your team in ensuring practices comply with company policies, procedures, and federal, state, and provincial laws or regulations, while fostering their professional growth and expertise. Provide regular coaching and feedback to direct reports to help grow individual functional skills and leadership capability.
Financial Performance & Capacity Management
Optimize team capacity through effective workload distribution, queue management, and prioritization. Monitor service metrics to ensure timely response and resolution while maintaining quality standards. Identify opportunities to streamline processes and eliminate non-value-adding activities. Balance efficiency improvements with investments in service quality and team development. Drive improvements in cost per case/transaction and ROI on technology and automation investments. Manage capacity through resource balance to ensure KPIs are maintained via queue management and task allocation. (edited)
A day in the life
Your day will be a dynamic blend of operational leadership and hands-on service delivery management, requiring excellent organizational and analytical skills to manage multiple priorities. You'll regularly review service metrics and team performance dashboards, identifying trends in case volume, resolution times, and customer satisfaction. You'll coach HR Associate Partners, ensuring they apply sound judgment while following established protocols. Using cutting-edge AI-powered analytics and data insights, you'll identify opportunities for process improvements and efficiency gains. You'll partner with Senior PXT managers and HRBPs to address thematic issues emerging from employee inquiries, translating individual cases into systemic solutions. You'll monitor adoption rates of self-service tools and drive your team's digital fluency. From managing escalations to optimizing resource allocation, you'll balance technical expertise with leadership presence in a fast-paced centralized service environment. Success comes from your ability to drive measurable improvements in response times, case resolution effectiveness, first-contact resolution rates, and overall service quality across multiple sites.
About the team
At Amazon, our HR department plays a vital role in looking after our people. Known as the People Experience and Technology Solutions (PXT) team, our priority is making the Amazon experience brilliant for our people, helping us remain one of the world’s most innovative, customer-centric and nimble businesses.
We operate proactively and take a holistic approach to people management. Our team is ‘Customer Obsessed’ and focuses on solving employee engagement issues quickly, ensuring nothing impacts our seamless employee and customer experience. Ultimately, it’s our job to insist on the highest standards and drive progress across Amazon’s strategy and goals.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- Extensive experience in a human resources leadership role or a mix of equivalent leadership experiences (e.g., operations, customer service, retail, distribution, shipping/logistics, healthcare, hospitality, manufacturing)
- Fluent verbal and written communication skills in English and German
- Demonstrated success achieving department goals through data-driven workforce solutions and HR metrics
- Experience supporting and/or leading employee-focused processes such as onboarding, benefits, investigations, training and/or talent management
PREFERRED QUALIFICATIONS
- Master's Degree or MBA
- Experience supporting hourlyand salaried employee populations
- Knowledge of employment law, employee relations, and HR compliance
- Experience building, leading, and developing high-performing HR teams through effective coaching, mentoring, and people management
- Expertise in core HR functions including talent lifecycle planning, workforce management, and organizational effectiveness
- Experience in implementing solutions that measurably improve employee experience, engagement, and retention
- Experience driving adoption of technology solutions, with experience leading teams through digital transformation and process improvements
- Experience partnering with, coaching, and guiding senior leaders as a HR business partner
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