Regional Snr Training Manager, Knowledge Management

Job Description

Job summaryAt Amazon, were 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 teams in fast paced operational environments, and have a passion for learning, we want you on our team. Shipping & Delivery Support (SDS) has an opening for a Regional Senior Training Manager on our Knowledge Management (KM) team. This team creates, maintains, and delivers Knowledge Center (KC) content and training for SDS contact centre associates that are based across different countries and lines of business within SDS. We are seeking a Training Manager to join our Learning Organization, focusing on our Global Outsourced (GO) Partners.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 focus on supporting training initiatives across our Partner (external) network. You will work closely with both our Internal and External Operations Managers, Training Managers and Subject Matter Experts worldwide to set and maintain consistency. 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.We need an individual who thrives in a dynamic, fast-paced environment with the capacity and experience to lead and support the external network in delivering the learning strategy and then follow through to deliver impactful business results through implementation and delivery of the training at each site. We are looking for a team player who can respond effectively to a variety of training scenarios, and work closely with external training teams to effectively prioritize and deploy training programs based on customer need from training processes at scale to ongoing development.Key job responsibilitiesThe primary responsibilities include: Engage external teams, understand patterns in their knowledge gaps and provide thought leadership for proposed training plans and curriculums. Proactively collaborate with external teams and capture requirements that can be developed into scalable training programs; be a voice for the partner teams. Gain a comprehensive knowledge of external training programs, T&C (Training and Certification) training offerings, course roadmaps, external programs, be a trusted advisor to external teams. Evaluate effectiveness and propose adjustments to training plans delivered to improve performance and ensure Internal and External objectives are met. Drive awareness and adoption of new or updated training information for external teams. Monitor, track and report on training completion and success metrics. Standardize mechanisms at scale whilst matching pace of Internal and External expansion. Serve as a training subject matter expert (SME) to advise Internal and External teams on training organization, standards and presentation. Analyze and measure training effectiveness, and using this analysis to iterate and continually improve the training offering. Team with Internal and External training managers to set and execute the training strategy, infrastructure, best practices and continuous improvement efforts at an overall organization level Identify gaps in existing learning content and work with Internal and External teams to innovate, feeding back needs, and participating in creation and testing of content. Play an integral role in gathering customer feedback on key External training initiatives. Take a data driven approach to understanding performance issues. Take action to improve the quality and effectiveness of training and coaching. Build relationships and influence Internal and External leadership teams to address issues that inhibit effective learning or performance. Partner with stakeholders to identify opportunities to improve the quality of training and coaching. Lead projects (with support from global training team) to continuously improve the design of training materials, the quality of instruction, and effectiveness of coaching interventions.About the teamIn 2022, the KM Learning Organization will reduce network variability, increase network flexibility and focus on improving the Associate experience. We will focus on the learner journey, re-imagine learner experiences, and have fun which will reflect in our solutions and delight customers., 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 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 such as Captivate, Articulate Studio/Storyline, Camtasia, Adobe Photoshop/Illustrator, or Flash.

Keyskills :
coachingmissubject matter expertsmicrosoft officecontact centerssalesteam management