Training Ops Manager (Trn), AWS Support at Amazon

Job Description

• AWS Global Learning has an opening for an L6 Training Operations Manager who will manage a team of program managers whose job is to successfully implement and deliver our Support Engineering (SE) and Customer Support (CS)training programs consistently across our global sites. A successful candidate will thrive in a dynamic, fast-paced environment with the capacity and experience to manage a global team in coordinating and delivering effective learning experience. The AWS Global Learning Training Operations Manager will be responsible for leading our training program Training PMs to plan and run new hire training, on-the-job training and mentoring programs and other programs like Subject Matter Expert (SME) and Train-the-Trainer (T3). As a GL Training Ops Manager, you will play a vital, strategic role in ensuring the AWS Support teams are provided the world’s best training and learning opportunities across all regions.

Key job responsibilities

• Lead your team to manage training operations for Support Engineering (SE) and Customer Service (CS). You will lead the planning, execution and measuring success to meet customer needs while maintaining high quality standards and global consistency for the delivery of core curriculum and programs.
• Develop strategies and processes in collaboration with the GL curriculum development team to ensure effective delivery of global training programs.
• Manage implementation of Train-the-Trainer (T3) programs and sessions to ensure high quality Adjunct Trainers and Mentors across both lines of business.
• Manage tools, processes and people to coordinate the logistical details and run our key training programs including: new hire training, dedicated on-the-job mentoring, profile specific training, continuing education sessions, Subject Matter Expert (SME) Accreditation processes and boards, and third-party training options (e.g., Safari Books Online, etc.).
• Contribute to reporting on training activities and analyze data to drive team's performance and learning effectiveness.
• Align with the communication strategy for promoting and highlighting key training processes and activities (e.g., site newsletters, blog posts, floor meetings, leadership meetings, etc.).
• Lead your team to manage multiple projects and programs concurrently.
• Develop and support the training and professional growth of your own team members.
• Record and surface training sessions and activities to enable and scale learning globally.
• Lead your team to conduct needs analysis and focus groups, provide input and assist the curriculum development team with content development projects.

BASIC QUALIFICATIONS

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of team management experience
• 5+ years of cross functional project delivery experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

• Experience managing, analyzing and communicating results to senior leadership