Happy Nice Mall

Company executives warned about “inadequate service level”, “missing processes” and “prone to delay and error” systems in internal correspondence.

The scale of the problem makes clear how Amazon employees routinely take a backseat to customers during the company’s rapid rise to retail dominance. To satisfy customers’ appetite for fast delivery, Amazon has outperformed its competitors and built state-of-the-art package processing facilities. However, according to many longtime workers, the business did not devote enough resources and attention to how it serves its employees.

“Most of the time, we focused on that because we were optimizing the customer experience,” Bethany Reyes, who was recently responsible for tweaking the permissions system, said in an interview. He stressed that the company is working hard to rebalance these priorities.

The company’s treatment of now more than 1.3 million people and a huge rapidly growing workforce is facing increasing scrutiny. Labor activists and some deputies He says the company isn’t adequately protecting the safety of warehouse workers and unfairly punishing internal critics. This year, workers in Alabama, annoyed by the company’s minute-by-minute monitoring of their productivity, held a serious event, although ultimately unsuccessfulthreat of unionization against the company.

A Times in June investigation He detailed how badly the leave process was clogged during the pandemic and found that it was one of the many employment cuts at the company’s moment of greatest financial success. Since then, Amazon has emphasized its commitment to being “the world’s best employer.” Andy Jassy, ​​who replaced Mr. Bezos as CEO in July, has recently chosen it as a place where he can show his commitment to improving the leave system. The process “did not work the way we wanted,” he said. Activity this month.

In response to more recent findings about problems with the leave program, Amazon detailed its efforts to fix the system’s “pain points” and “payment issues,” as Ms Reyes noted in the interview. He described erroneous terminations as “the scariest problem you can have.” The company hires hundreds of employees, streamlines and connects systems, clarifies their communications, and trains human resources staff to be more empathetic.

But many problems remain, causing malfunctions that have proven catastrophic. This spring, a Tennessee warehouse worker abruptly stopped receiving disability benefits and had trouble paying his family for food, transportation or medical care.