Regional Senior Training Manager

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, to lead our APAC training teams.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 sites located in the APAC region. We need an individual who thrives in a dynamic, fast-paced environment with the capacity and experience to lead a team of training managers in defining the learning strategy and then following through to deliver impactful business results through implementation and delivery of the training at each site.We are looking for a team player who not only leverages his/her own team to respond effectively to a variety of training scenarios, but is able to work closely with a global training team 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 and leader 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 site 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 site 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 (with support from global training team) to continuously improve the design of training materials, the quality of our instruction, and effectiveness of our 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, 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) 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

Keyskills :
multiple sitestraining programscontact centersneeds analysissalesmicrosoft officenew hires