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Amazon Worldwide Operations & Customer Services

Culture

100% Peculiar

And proud of it! It’s one of the first things you’ll hear after becoming an Amazonian. It means we look at things differently. We think around corners. We depend on everyone to be a leader. That’s where the Amazon Leadership Principles come in: living, breathing ideas that shape our angle of approach, every day. They’re discussed in meetings and offices, debated in elevators and hallways. And they’re a huge part of what it means to be peculiar at Amazon.

 

Leadership Principles

Customer Obsession

Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.

Ownership

Leaders are owners. They think long term and don't sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say, "That's not my job."

Invent and Simplify
Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by "not invented here." As we do new things, we accept that we may be misunderstood for long periods of time.

Are Right, A Lot
Leaders are right a lot. They have strong business judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.

Learn and Be Curious
Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.

Hire and Develop the Best
Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice.

Insist on the Highest Standards
Leaders have relentlessly high standards—many people may think these standards are unreasonably high. Leaders are continually raising the bar and drive their teams to deliver high quality products, services, and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.

Think Big
Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.

Bias for Action
Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.

Frugality
Accomplish more with less. Constraints breed resourcefulness, self-sufficiency and invention. There are no extra points for growing headcount, budget size or fixed expense.

Earn Trust
Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team's body odor smells of perfume. They benchmark themselves and their teams against the best.

Dive Deep
Leaders operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ. No task is beneath them.

Have Backbone; Disagree and Commit
Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.

Deliver Results
Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.

Military

Amazon Operations and Customer Service runs at internet speed with its fast-paced, challenging and innovative environment. Veterans thrive in our fulfillment network by utilizing problem solving skills to overcome the unexpected. Whether you are leading hundreds of fulfillment associates through daily process improvements or in a technical specialist role solving complex problems, you will have the opportunity to make quick assessments, implement plans, and drive them to completion. Are you ready to join us?

Benefits

At Amazon, we understand that to keep amazing talent, we need to provide a competitive benefits package. Amazon offers a full range of competitive benefits which can be seen here, but also recognize that additional benefits specific to the military population are important.

Salary Differential 

Regular full-time and regular part-time associates who are members of the Armed Forces Reserves or National Guard who are ordered to annual active duty training are eligible for a leave of absence and military differential pay up to a full year. Regular full-time and part-time associates who are called into temporary special duty, enlist, or are drafted are also eligible for an unpaid leave of absence.

If your military compensation for annual active duty training is less than your regular base salary or wages, you will receive compensation for the difference. Military differential pay can cover multiple weekend trainings over the course of the military fiscal year if working weekends is part of your regular work schedule.

Extended Medical Coverage

For military leaves of absence that do not exceed 31 days, associates will continue to receive health benefits (medical, dental and vision insurance) by paying their usual share of premium contributions. For military leaves that exceed 31 days, associates will continue to receive coverage until the end of the month following the first 31 days of their leave of absence. Beyond this, associates will be offered ongoing coverage (paying the full premium) for up to 18 months through COBRA.

National Guard or Reservists Called to Active Duty

Upon completion of military leave, Amazon will make reasonable efforts to reinstate associates to the same or similar position. To be eligible to return to work, the associate must (1) give notice prior to taking military leave; (2) be released from military service under “honorable discharge” and provide a certificate of satisfactory completion of service; and (3) apply for reemployment (for leaves longer than 30 days) and report to work in a timely manner.

Diversity

Amazon has hundreds of millions of customers who can benefit from diversity of thought. We are a company of builders who bring together varying backgrounds, ideas, and points of view to innovate on behalf of our customers. Our diverse perspectives come from many sources, including gender, race, age, national origin, sexual orientation, culture, education, as well as professional and life experience. We are working to develop leaders and shape future talent pools to meet the needs of our customers around the world. For more on Amazon's diversity initiatives, click here.

Our Workforce Demographics

Chart: Global Gender Overall | Male 61%, Female 39% Chart: Global Gender Managers | Male 76%, Female 24%
Chart: US Race and Ethnicity Overall | White 50%, Black 21%, Hispanic 12%, Asian 11%, Other 5%

Chart: US Race and Ethnicity Managers | White 69%, Asian 20%, Hispanic 4%, Black 4%, Other 3%

As of July 2015

 

Affinity Groups

Our Affinity Groups give Amazonians a role in shaping their work environment. They provide critical inputs and insights about where the company should focus its diversity efforts. They also play a central function in bringing people together across businesses and geographies. With executive and company sponsorship, our Affinity Groups play an important role in building internal networks for career development and in reaching out to communities outside the company.

 

Asians at Amazon Affinity GroupBEN Black Employee Network at AmazonWomen at Amazon Affinity Group

Latinos at Amazon Affinity GroupWarriors at Amazon Military Affinity GroupPeople with Disabilities at Amazon

 

Parental Leave

Amazon has unique and flexible maternity and parental leave programs. Employees have choice in how to manage their leave in the way that works best for them and their family. Amazon offers up to up to 4 weeks of paid pre-partum medical leave, followed by 10 weeks of paid maternity leave. Additionally, all new parents who have been at Amazon for a year or more can also take a 6-week paid parental leave. An inventive Leave Share program gives parents the ability to share all or part of this paid parental leave with a working spouse or partner who's employer does not provide paid parental leave. Our Ramp Back Program allows new birth mothers or primary care givers to ease back to work with up to 8 weeks of flexible time and a choice of part-time options. Employees can choose when to take their parental leave time, either in one continuous 6-week period or split into two periods within 12 months of birth or adoption. These benefits are designed to provide support and flexibility to new parents, and apply to all full-time hourly and salaried employees, including 100,000+ Fulfillment Center and Customer Service Associates.

Amazon has an Adoption Assistance benefit, which provides new parents with support for costs associated with the international or domestic adoption of a child. Eligible U.S. employees can be reimbursed for qualified adoption expenses, such as adoption fees, attorney fees, court costs, and travel costs, up to $5,000 for a single-child adoption or up to $10,000 combined maximum for a sibling-group adoption.