Senior HR Business Partner, Customer Services, Germany (EU)

Senior HR Business Partner, Customer Services, Germany (EU)

Job ID: | Amazon CS Berlin GmbH

In Germany (DE), there are two sites supporting Customer Services (CS) and, with your help, we will leverage HR best practices, standardize strategy and processes, and ensure a great employee experience for our CS population across the DE network. We are looking to hire a talented and committed Senior HR Business Partner who has the ability to lead by example, demonstrate hustle, resolve issues at multiple levels, and act strategically with the utmost integrity. Our mission is to take good care of our internal customers (our employees), so they can take good care of our Amazon customers! This role will support and shape the HR and employee relations agenda across DE Customer Services, including works council engagement and partnership. Strong communication, influencing and interpersonal skills are essential to develop and deliver a robust people strategy. The position supports the DE CS network and is based in Berlin. The Senior HRBP will partner with the wider business (Operations, ER, and Legal) to understand planned organizational changes and develop plans to address those needs, and will work closely with senior leadership teams and the wider HR operations team to drive employee engagement and manage change.

Key job responsibilities

• The ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development of HR within the company
• The ability to review and analyze business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience
• A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement
• Partner with works councils and other associate representations on strategic and operational topics across DE CS
• Coaching and mentoring at management level
• Success in creating and driving effective development, employee relations, retention and reward programs
• Analyze, diagnose, design and revise HR and business policy and process, providing recommendations to the business for future success and process improvement
• Work with internal teams to deliver action plans and drive change as required
• Use quantitative and qualitative data to identify opportunities to improve HR processes and people plans
• Provide guidance to the DE CS leadership team when developing or implementing projects, and to local teams on people topics

About the team

When you join the Customer Service People eXperience and Technology (CS PXT) team, you'll be part of an engaging team of human resources professionals who collectively support the Worldwide Amazon Customer Service organization. Here, you'll work with global leaders to optimize people strategy and the employee experience, leverage science and technology to grow internal capabilities and scale our business in a fair, responsible way, and engage employees to create fun, diverse, and inclusive teams. No matter your career path, you will make a positive difference in the daily lives of Amazonians and will help shape the future of our business.

Basic Qualifications

• Bachelor's degree or equivalent
• Experience in HR or Employee Relations, with a strong foundation in labor and employment law
• Comprehensive understanding of employee and labor law in Germany
• In-depth experience engaging and partnering with works councils in Germany
• High proficiency in both German and English, written and spoken
• Experience with MS Word, Excel, Access, & PowerPoint

Preferred Qualifications

• Strong project and time management skills, with the ability to manage multiple priorities and projects across different sites while maintaining effective stakeholder engagement
• Proven influencing and stakeholder management skills
• Collaborative team player with excellent written and verbal communication skills
• Demonstrated ability to handle confidential information with professionalism and discretion, understanding business priorities and adapting the HR/ER strategy accordingly
• Ability to navigate complex and ambiguous environments, with the agility to reassess and adjust strategy at short notice
• Strong problem‑solving and analytical capabilities, with experience interpreting HR metrics to identify root causes and develop short-, medium-, and long‑term action plans
• Proven ability to build effective working relationships with employees at all levels of the organization
• High emotional intelligence with a demonstrated hands‑on approach; flexible and adaptable to changing business needs

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