Training Program Manager, Global Learning at Amazon

Key job responsibilities

• Coordinate, plan, design, deliver and facilitate CS training such as new hire, continuing education, launch training for new services, and other CS specific training as needed. This includes classroom or virtual instructor led training, webinars, and blended instructor-led learning and online self-directed modules or materials.
• Prepare for Training Delivery by granting tool permissions to trainees prior to the class, create Adobe Connect training room, send trainee invites based on training dates communicated by global PM, review the training materials and complete the curriculum preparation (create test cases, find samples, create slack group and mailing list).
• Identify knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.
• Monitor, track and report on training completion metrics.
• Assist with development and validation of training materials, learner engagement strategies and evaluation plans.
• Conduct targeted coaching as a part of training sessions and communicate opportunities to the CS Leadership team to ensure continuous support to employees outside of the training.
• Establish and maintain subject matter expertise on CS workflows.
• Model “Learn and Be Curious” by rapidly learning about new products/services and processes as needed.
• Continuously act as an advocate and evangelist of Amazon Voice and culture. Remain Customer obsessed, and provide the best possible training/learning experience to the CS employees.
• Escalate employee issues to the Training Operations and/or Customer Service Manager.
• Mentor and coach Trainers and Training Assistants.

BASIC QUALIFICATIONS

• 2+ years of program or project management experience

PREFERRED QUALIFICATIONS

• Experience managing new hire training programs, continuing education programs, or similar training and development projects/initiatives.
• Experience using e-learning software (Articulate Storyline 2, Camtasia, or similar), Cornerstone LMS (or similar), and conferencing tools.
• Experience developing and supporting training for technical/IT-related positions
• Experience with technical customer service organizations
• Meets/exceeds Amazon’s leadership principles requirements for this role
• Meets/exceeds Amazon’s functional/technical depth/complexity for this role
• Experience creating/editing resources and communication for knowledge transfer and skill development; includes collaborating with subject matter experts and managers to write/develop technical content.