Ashley Dorman Email & Phone Number

Rockford, Mi, Us

Senior Manager in Amazon's global HR contact center. I oversee a team of HR professionals who specialize in employment lifecycle contact handling and resolution. I develop contact handling strategy and align to organizational design; define roadmap and set direction for team growth strategy; own cost optimization goals; and have accountability for people management and growth.

Michigan, United States

Lead and manage programs within scaled HR contact center organization including process excellence, project management office, quality, executive escalations, and training. Provide direct support to team of 4k HR professionals, supporting 1.6M employees.

Michigan, United States

Michigan, United States

Launched, built, and ran COVID Resource Center, centralized contact for COVID-related HR queries and absence management for 1.3M Amazon employees globally. Delivered first team iteration in 5 business days; grew team and process to 1,000 employees in 6 months. Built and led support programs including quality, training, escalations, and process excellence.

Seattle, Washington, United States

Operations leader in Global HR Contact Center, overseeing Americas and India operations with up to 2,000 agents across three international hubs handling 4M contacts annually, supporting 800k Amazon employees. Accountable for end-to-end service metrics, budget and personnel management.

Seattle, Washington, United States

Directly managed team of 20 frontline HR Specialists. Consulted with senior leadership to determine concerns and resolve escalated contacts and investigations, balancing needs of employees and business.

Seattle, Washington, United States

Served as stock and 401K expert for contact center team, including relationship management with partners, own team content, and coordination of annual event planning. Managed complex cases and escalations. Advocated for resolution and solutions on behalf of Amazon employees.