Role Description This is a contractual role for 11 months. The DLS Case Manager provides case management for all types of leave of absence and disability life events. The DLS Case Manager is highly skilled in answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience. Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event. This is an individual contribution (IC) role with no direct reports. - Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees - Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon - Leverage duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate - Critically assess and adjust the case management plan to an employee’s changing needs - Address and respond to sensitive situations - Troubleshoot issues and seek to remove barriers before, during, or after a leave event - Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs - Identify and solve problems that may arise, sometimes with limited information - Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace - Educate managers and business partners on employee concerns and needs prior to being off or returning back to work - Communicate regular updates to employees and stakeholders both verbally and in writing - Ensure compliance with standard work, federal/state regulations, and company policy - Maintain system records to ensure accurate and timely information/documentation - Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate - Other duties as assigned Qualifications - Bachelor's degree in business, HR, or a related field, or High school or equivalent diploma - 1+ years of customer service experience, or Bachelor's degree in business, HR, or a related field - Knowledge of Microsoft Office including Outlook, Word, and Excel - Speak, write, and read fluently in English - Experience identifying and resolving complex issues - Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units - Experience with end-to-end ownership of major project deliverables - Experience handling confidential information - Basic US legislation Leave of Absence, Disability and/or Accommodations knowledge, specifically ADA/ADAAA and FMLA - Prior Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan. - Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters - Experience working multiple projects or cases independently in environment with changing priorities Benefits - Our inclusive culture empowers Amazonians to deliver the best results for our customers. - If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. - If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• Develop, launch, and optimize gamification mechanics to increase player engagement, retention, and lifetime value; • Analyze player behavior and performance metrics to identify growth opportunities; • Create and manage gamification campaigns, tournaments, missions, challenges, and loyalty programs; • Collaborate closely with CRM, Product, BI, and Marketing teams to deliver engaging player experiences; • Monitor market trends and competitor activities to introduce innovative gamification solutions; • Prepare reports and recommendations based on campaign performance and player insights.

• Build strong client relationships and lead teams in building solutions that align with product vision and customer experience outcomes • Collaborate with cross-functional, international teams to iteratively deliver contact center products in line with time and budget constraints • Establish and manage complex requirement backlogs across contact center platforms (e.g., Genesys, Amazon Connect, Five9, Google CES) • Facilitate discussions and create processes for scope management and feature prioritization across CCaaS implementations • Lead technical discussions with engineers to help define system architecture, telephony integrations, and data flows to guide feature development • Organize and lead journey mapping, user story mapping, and other product-oriented workshops with internal and client stakeholders • Champion effective communication by delivering timely and tailored updates across engineering teams, product managers, and C-level executives, translating technical solutions for business and executive audiences • Coach internal and external teams on improved CCaaS product processes and practices • Manage and mentor other product team members to support their career growth and contribute toward a psychologically safe environment • Help drive improvement and development of the Product discipline within the CCaaS organization • Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

• Serve as a government-approvable alternate CQC System Manager on any active federal project • Deploy to project sites on short notice to fill QCM vacancies • Maintain current qualifications and resume packages for CQC System Manager approval • Execute the full CQC system when deployed: three-phase inspections, QC daily reporting, submittal review and management • Provide expert, on-demand technical and procedural support to all Ameresco Federal site QCMs • Coach and develop site QCMs, raising consistency across the portfolio • Conduct field audits and QC program assessments of active projects • Standardize QC plans, documentation, and reporting practices • Maintain proficiency in government QC systems and ensure projects meet electronic reporting obligations.