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Benefits Assistant, Benefits Operations Services

Job ID: 2115306 | Services LLC


Job summary
Would you like to be part of an organization that is helping Amazon build a fast-growing, highly innovative workforce? Are you passionate about building creative solutions in HR programs? Do you get excited working with a highly diverse population cutting across multiple countries, culture, and values? Getting interested - please read on!

Join our team and make a difference for Amazonians and their families. Amazon is building a dedicated team to support benefits administration. This team will provide concierge-level support for benefits operations.

Case Managers are skilled in answering challenging questions, understanding the employee situations, communicating available benefits for the specific case, and responding to changing circumstances and needs to pave the way for a connected and trusted case management experience.

Due to the time critical nature of this role, Case Managers must be highly attuned to how people are responding and focus on the details of each individual case. They must step back from these cases to see emerging patterns and adjust processes and support mechanisms as needed.

Essential Responsibilities:

  • Initiate and respond to internal HR question about benefits and options available to employees
  • Serve as an empathetic point of contact and provide holistic case management services
  • Leverage best practice tools and Amazon and vendor resources to understand all options available
  • Develop and update SOPs as needed
  • Create and maintain tracking mechanisms for data related to benefit operations
  • Critically assess and adjust the case management plan to the timing of changing needs
  • Troubleshoot issues and seek to remove barriers for an employee
  • Respond to issues that may arise and ensure the right communication occurs with accurate details at the right time
  • Identify and solve problems, sometimes with limited information
  • Communicate regular updates to employees, vendors, and stakeholders both verbally and in writing
  • Ensure compliance with standard work, federal/state/country regulations, and company policies
  • Maintain system records to ensure accurate and timely information/documentation
  • Consult, coordinate, and partner with our HR, safety, legal, payroll, and benefits team members as well as other departments/systems as appropriate


  • Bachelor’s degree or equivalent professional or military experience.
  • 2+ years of experience as a case manager using case management systems, reviewing cases for eligibility, determining the appropriate benefits that apply to a specific situation, and establishing/executing a case management plan. - 6+ years of experience will qualify in lieu of a Bachelor’s degree.
  • Experience in counseling or mentoring others, preferably in healthcare or crisis
  • One year of experience in Human Resources or customer service in a leave and/or disability field can be substituted for one year as a case manager
  • Experience in MS Word, Excel, Access, Outlook and PowerPoint


  • 2+ years of related experience in a management role
  • Experience working multiple projects or cases independently in environment with changing priorities
  • Experience working with confidential information

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit