The Leave of Absence & Accommodation (LOAA) Master Consultant will contribute deep subject matter expertise to LOAA initiatives, including operational performance, product development and continuous improvement. As a thought-leader, the position collaborates with key business stakeholders and LOAA program leaders to ensure the program is successful across the organization.
The LOAA Master Consultant will possess excellent Integrated Disability and Absence Management (IDAM) knowledge, with demonstrated expertise in Federal/State FMLA, short- and long-term disability, statutory disability plans, and/or disability accommodation (ADA/ADAAA/FEHA, etc.). The LOAA Master Consultant will work within a team of similarly-situated subject matter experts (SMEs), providing support to our regionally-deployed operational team, as well as teams located in Costa Rica and India.
The LOAA Master Consultant must have strong self-management skills, a desire to influence and teach, and an ability to translate business needs and goals into human resource capabilities, producing favorable results for the company and associates. In addition, the LOAA Master Consultant should exhibit exceptional organizational skills, superior attention to detail and an ability to prioritize and scale in a fast-paced environment. This individual will demonstrate strong communication, analytical and critical thinking skills, along with a customer service focus that associates and program stakeholders expect from Amazon.
The primary responsibility for the LOAA Master Consultant will be to operationalize new program and continuous program improvement initiatives, and mentor the development of our operational team. In this “hand’s on” role, the LOAA Master Consultant will work with LOAA process owners to develop best practice workflows, establish deployment strategies, deliver learning and training, participate in quality and audit assessments, provide guidance to internal and external stakeholders, and be a source of expertise for LOAA operational teams.
The major areas of influence are:
New Program Feature Launches
Participates as contributory Subject Matter Expert (SME) in implementing new elements of the LOAA program, as defined by LOAA leadership and in partnership with the LOAA Design & Develop team:
Contributes to operational deployment plans outlining critical and best practice launch activities
Conducts new program initiative readiness assessments and establishes goals and success indictors to ensure successful feature implementation
Develops and implements standardized training materials, tools and resources
Conducts post-deployment evaluations to measure launch effectiveness
Supports the ongoing “incubation” of new features among the LOAA operational team, many of whom are outside the U.S. in our Costa Rica and India delivery hubs
Continuous Program Improvement
The LOAA Master Consultant contributes deep subject matter expertise to the continuous improvement of all LOAA operations, as defined by LOAA leadership and in partnership with the LOAA Continuous Program Improvement (CPI) team:
Provides guidance with respect to best practices related to disability, return to work, accommodation, and leave of absence;
Participates in assessments of program performance;
Engages in reviewing compliance of work process flows, Standard Operating Procedures, and Service Level Agreements.
Delivers data driven recommendations and best practices to leaders to improve program performance.
The LOAA Master Consultant is viewed as, and accessible as, a deep subject matter expert outside LOAA, among the many stakeholders touched by leave and accommodation, as called upon by the LOAA operational team:
Builds trust and confidence in the LOAA team
Influences change to ensure operational standards are met
Contributes to growing the expertise of our stakeholders, by participating in summit meetings, tough case reviews, resolution of escalated cases and consultation
Collaborates with legal and compliance stakeholders on regulatory/employment liability issues as they relate to complex cases and/or policy development with leave, disability and/or accommodation
Program Consultation and Ownership
The LOAA Master Consultant is viewed as, and accessible as, a deep subject matter expert inside LOAA:
Serves in a consultative role to the LOAA teams on complex cases
Consults and partner with LOAA program leaders and stakeholders to ensure programs are fully integrated across all LOAA business lines
Serves in a consultancy role in the design and development of new program features and cutting edge solutions to enhance LOAA program services and performance
The LOAA Master Consultant plays a key leadership role in refining and deploying an apprenticeship learning and development model, designed to bring all members of the LOAA operational team to a sound foundational competency in the domains of leave, disability and/or accommodation:
Works with our learning team on development activities
Develops expertise-based content for learning and development initiatives
Delivers learning and training activities, as assigned and consistent with the individual’s domain of expertise
Mentors individuals, as assigned, in their professional development
Participates as a preceptor in proctored learning and development assessments
Bachelor’s degree from accredited university
Minimum 5 years of “hand’s on” experience working as an operational or consultancy leader in the areas of leave of absence, disability management, return to work management, and/or workplace accommodation
Knowledge of federal or state disability laws regarding employees with disabilities, specifically ADA/ADAAA and FMLA
Knowledge of federal, state and local leave of absence regulations, specifically FMLA
Ability to travel as appropriate (50%), including foreign travel; must have no legal/immigration barriers to traveling internationally within 30 days of hire
Excellent customer service and communication skills, both verbal and in writing
Proven ability to build strong relationships and influence others while working in a cross functional environment, preferably with senior members of the business
Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities and excellent follow up skills in a fast-paced environment
Strong analytical and critical thinking skills
Technically proficient in MS Word, Excel, Access, Outlook and PowerPoint
An advanced degree or 10 years’ equivalent experience in either Integrated Disability and Absence Management, Workers’ Compensation or Risk Management
Experience working with hourly workforces of significant size and complexity, particularly union and non-union manufacturing, distribution and/or call centers
Experience working with knowledge workers, particularly programmers and highly skilled technology workforces
Experience with providing leave and/or accommodation services from outside the U.S.
Experience with leave and/or disability laws outside the U.S.
Location/Region: Union, SC (US)