Amy Carrasco Email & Phone Number

Seattle, Washington, United States

San Francisco, California, Us

Responsible for leading and evolving all aspects of a People Operations Shared Services function. Lead team responsible for ~20,000 annual HR transactions across the employee lifecycle, ensuring compliance with U.S., Canada, and India employment regulations. • Created a multi-year strategy to evolve India-based Shared Services team across people, process, and technology dimensions to enable effective delivery of core HR services to 2000 employees in the U.S., Canada, and India. • Responsible for configuration and enhancements of technology tools (Workday HCM, Greenhouse ATS, Zendesk case management) to enable frictionless digital delivery of workflows and accurate reporting of core metrics. Evaluate tools and platforms to augment HR tech stack with workflow automation, self-service, and AI capabilities.• Responsible for skill development of 5 India-based direct reports, including HR service delivery practices, process mapping and documentation, knowledge content management, U.S. employment regulations, SOX compliance, HR and Service Delivery technology enablers, and core U.S. and Canada HR practices.

Scottsdale, Az, Us

Established People Operations Shared Services function, including streamline of intake, technology configuration, process design, service level creation, establishment of key performance metrics, and design of data visualization tools. Created the operational framework to enable HR service delivery to 3300 employees in 17 countries. Led team responsible for ~15,000 annual HR transactions over the end-to-end employee lifecycle (from pre-boarding to offboarding).• Created the function’s strategy, org design, and talent objectives. Led, developed, and inspired a high-performing team to achieve organization objectives. Developed two direct reports to attain promotion.• Leveraging Lean practices, designed business processes and established continuous improvement roadmap to drive effective and efficient delivery of core services by nascent Shared Services function.• Configured technology tools (Workday HRIS, Greenhouse ATS, Zendesk case management, ServiceNow workflows) to enable frictionless digital delivery of transactions and workflows, and accurate reporting of core metrics.

Seattle, Wa, Us

Conceptualized a three-pronged employee experience ecosystem that integrated direct and indirect feedback inputs across the employee journey. Led a team responsible for design, implementation, and portfolio management of programs that amplified the voice of 215,000 employees and illuminated strategy-aligned insights that directly drove business outcomes (Satisfaction, Engagement, Trust, Psychological Safety, Belonging).• Stood up Employee Experience Listening & Engagement Programs team by defining the Mission, Vision, Tenets, talent structure, and team norms. Developed program strategy and initiative roadmap.• Conceived strategy, built operating principles, orchestrated program logistics, and facilitated technology enablement for a virtual forum designed to collect real-time user experience feedback from employees regarding their interaction with HR processes, policy, network-wide changes, and products. Developed communications and change management strategies to support successful launch to 3000 employees in four sites across two Amazon Delivery business lines.

Seattle, Wa, Us

• Implemented new employee voice listening programs and drove continuous improvement initiatives to enhance existing programs (Onboarding, Exit, Transfer surveys, focused Persona studies) for Amazon’s driver populations. • Redesigned disparate employee listening mechanisms to drive parity across business lines and elevate efficacy of results (Persona study realized 20% YoY increase in response rates, Onboarding survey realized 40% QoQ increase in response rates).

Seattle, Wa, Us

Co-created the strategy, mission, operational framework, org design, and talent objectives to enable continuous evolution and expansion from 30 to 36 people, based in 22 cities in two countries. Led team responsible for COE program operations.• Served as Shared Services SME to multi-year HCM transformation from SAP HCM on-prem to SAP SuccessFactors, including ESS and MSS deployments. Contributed functional and technical requirements to project, performed UAT, and authored employee-facing change management resources. Re-engineered Shared Services business processes to seamlessly integrate with new tech stack. • Created COE capacity through process optimization, automation, and by transitioning 20% of transactional work to intake call center, enabling COE to focus on complex consultative and investigative work.• Modernized and streamlined Starbucks employee emergency financial relief program which enabled expedited grant approval process during Hurricanes Harvey and Irma. Reduced grant approval time from five business days to 24 hours and approved 2100+ grants totaling $1.3MM in two months. Authored first-ever detailed program guide to facilitate ownership transition.• Evolved static quarterly metrics scorecard to a dynamic, interactive, real-time metrics suite.

Seattle, Wa, Us

Led team responsible for COE program operations. Facilitated growth of COE from 17 to 30 people; based in two countries. • Spearheaded COE expansion to include Canada retail stores and acquired brands.• Defined vision, operational plan, and people strategy for the Program Operations team, responsible for knowledge content management and training, systems and technology integration and support, HR policy development, analytics, and continuous improvement. • Hired multiple external professionals to complement team skills. Developed two direct reports to attain promotion. • Implemented an Oracle Service Cloud-based case management and knowledgebase suite to support ~250 HR service center and intake call center users with a 330,000 annual case volume. Served as business product owner of CM suite as it expanded to support ~500+ users.

Seattle, Wa, Us

Planned, designed, and implemented first-ever virtual service center, responsible for HR COE support of U.S. retail store employees. Facilitated growth of COE from 8 to 17 people, based in multiple U.S. cities.• Led process mapping efforts to design and build service center delivery model. Authored process documentation and trained team on standard operating procedures. • Developed and championed the strategy for key metrics and analytics to measure the effectiveness of COE in meeting team and functional goals. • Built new hire onboarding program and revitalized program continuously utilizing participant feedback and changes to business landscape over time.

Seattle, Wa, Us

Worked cross-functionally to deploy and support biennial global employee engagement research studies and leadership development programs. Implemented and managed custom employee listening program, including ~90 studies per year.

Seattle, Wa, Us

Ba, Japanese, Asian Studies

Education record