Job Description

DESCRIPTION

Amazon's Customer Service Learning and Talent Development (CS L&TD) team is currently looking for an innovative and experienced Leadership and Development (L&D) Program Manager (PM) to support our strategy on developing Amazons World Wide Customer Service leaders (WWCS). This is an individual contributor role on a highly collaborative team.

The person can be based anywhere in the US or Costa Rica and requires up to 10% travel.

This position reports to a Senior L&D Business Partner who manages onboarding and coaching programs for front-line leaders in WWCS. This role will interact with leadership within CS Operations, Human Resources, and other teams in multiple geographies to design and manage a foundational front-line onboarding program for WW CS Team Managers (TM). The role will use methods to evaluate and measure the programs effectiveness to make continuous improvements. This position will create, implement, and maintain a learning execution strategy for additional coaching and onboarding programs. The role will also support a global project that is creating a product to scale leadership development throughout WW CS to enable CS L&TDs mission of helping CS leaders to be successful.

Key Responsibilities and Skills:
Create and implement strategies and mechanisms to manage the execution of CS L&TD front-line onboarding and coaching programs. This includes working with an extensive global Leaders as Teachers (LaT) cohort, implementing the process for Train-the-Trainer sessions, monitoring progress, and partnering closely with the LaT PM to enable successful programs.
Act as the back-up facilitator for the front-line onboarding programs as well as occasionally facilitate other CS L&TD leadership development programs in onsite or virtual classroom settings.
Manage and continuously improve scalable solutions for learning and development training registrations and completion systems for facilitators, learning partners, and learners.
Conduct and analyze post-learning evaluations to understand successes and improvement opportunities for the onboarding and coaching programs.
Create and maintain sustainable feedback intake processes for facilitators, learning business partners; document this feedback with quarterly reviews and implement changes in the learning content.
Manage the design of learning content and implement into a virtual training platform.
Execute and manage the localization of learning content and videos.

BASIC QUALIFICATIONS

2+ years work experience in the areas of management and leadership development, organization development, facilitation, training, or equivalent business experience.
2+ years of experience in program or project management.
2+ years of experience using a Learning Management System (LMS).
2+ years of experience using Adobe Connect and Microsoft Office.

PREFERRED QUALIFICATIONS

Demonstrated proficiency constructing, compiling, and analyzing evaluation data.
Experience in professional writing or copy editing.
Experience creating images and graphics that support and enhance learning content.
Experience collaborating with global stakeholders, SMEs, front-line managers and employees.
Technical aptitude to be able to quickly learn new technologies.
Demonstrated communication skills including interpersonal communication, written communications, and classroom and virtual facilitation.
Experience working in a Customer Service 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.