Training Program Manager (Trn), 7312 - AWS Support Engg at Amazon

Key Job Responsibilities:

• Coordinate, plan, design, deliver and facilitate Support Engg (SE) trainings such as new hire, continuing education, launch training for new services, and other SE specific training as needed.
• This includes classroom and/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 SE Leadership team to ensure continuous support to employees outside of the training.
• Establish and maintain subject matter expertise on SE 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 Manager.
• Mentor and coach Trainers

Basic Qualifications;

• 5+ years of program or project management experience
• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of defining and implementing process improvement initiatives using data and metrics experience
• Bachelor's degree
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements
• Experience working cross functionally with tech and non-tech teams
• Experience building processes, project management, and schedules
• Experience defining and executing program requirements
• Experience using data and metrics to determine and drive improvements

Preferred Qualifications;

• 5+ years of driving end to end delivery, and communicating results to senior leadership experience
• 5+ years of driving process improvements experience