Description

At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.

If you love a challenge, have experience leading training delivery teams in fast paced operational environments, and have a passion for learning, we want you on our team. Ring Customer Service has an opening for a Senior Training Manager on our Global Learning and Quality team. This team is a cross-functional support team consisting of Learning Experience, Training Delivery, Quality Assurance and Leadership Development. We drive service excellence within customer support through collaboration to support business deliverables, ensuring frontline teams are equipped with the knowledge, skills and behaviors necessary to provide an exceptional customer experience. We are seeking a Senior Training Manager to join our Learning Organization, to lead our training delivery team.

If you are a professional who thrives in a dynamic, ever-changing environment and you have a strong background in contact centers, training and team management, we want to speak with you!

In this role you will be responsible for managing the training needs of all employees at our internal sites and inspect training delivery standards at our vendor teams. We need an individual who thrives in a dynamic, fast-paced environment with the capacity and experience to lead a team of trainers. This role will assist in defining the learning strategy and then following through to deliver impactful business results through implementation and delivery of the training across our customer service teams.

We are looking for a team player who not only leverages their own team to respond effectively to a variety of training scenarios, but is able to work closely with stakeholders to effectively prioritize and deploy training programs based on customer need – from training processes at scale to ongoing leader development. To be successful in this role you’ll need to be well organized, your verbal and written communication skills should be excellent, being able to clearly explain issues and the paths to resolution quickly and succinctly.

Key job responsibilities

• End-to-end ownership of the associate training programs at site: from needs analysis stage, to management and execution of training.
• Ensure that new hires and current employees learning new skills, quickly develop the knowledge and ability to settle in and become experts at what they do.
• Work with Operations leadership to assess, evaluate and prioritize training needs.
• Match needs with existing catalogue of learning content and facilitate delivery and completion of training.
  
• Identify gaps in existing learning content and work with network teams to innovate, feeding back needs, and participating in creation and testing of content. Play an integral role in gathering customer feedback on key network training initiatives.
• Take a data driven approach to understanding performance issues. Take action to improve the quality and effectiveness of training and coaching at your site for associates as well as leaders and managers.
• Build relationships and influence Operations Leadership team to address issues that inhibit effective learning.
• Partner with different stakeholders to identify opportunities to improve the quality of training and coaching.
• Lead projects to continuously improve the design of training materials, the quality of our instruction, and effectiveness of our coaching interventions.

Basic Qualifications

• Contact Centre experience, either in training or operations is considered essential · Experience successfully managing a team or number of teams, and supporting their success and growth
• Excellent verbal, written, and oral communications skills
• Demonstrate success and experience with planning, creating, implementing, delivering and measuring training in multiple sites
• Communication skills for the purpose of knowledge transfer and skill development, including superior skill collaborating with subject matter experts and managers · Experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings
• Experience collaborating with global stakeholders, SMEs, front-line managers and front-line employees
• Knowledge of learning and training practices
• Ability to use multiple learning methods and link appropriate methods with subject matter experts · Experience working with remote teams
• Competent user level of Microsoft Office tools (Word, Excel and PowerPoint)

Preferred Qualifications

• Learning/training certifications · Industry certifications in training, instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate (CPLP, CPT, PMP, etc.)
• Demonstrated working knowledge of eLearning development tools
• Master’s Degree in related field
• Experience with online learning/training
• Resume that shows steady progression in Training/Learning Management for the last 5+ years in a leadership role
• Ability to adapt well to fast-paced, yet ambiguous, environments with changing circumstances, direction, and strategy 
• Desire to thrive in a dynamic, growing environment 
  

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.