Sr. Manager, Global Training Delivery Management, Customer Service
About the position
At Amazon.com, we're working to be the most customer-centric company on earth. To achieve this goal, we need exceptionally talented, bright, and driven individuals. Amazon Stores Customer Service is seeking a Sr. Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This role is a senior operations leader responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. The successful candidate will lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for Amazon Customer Service. In this position, the candidate will partner closely with program leaders, training designers, and operations teams to ensure the quality, productivity, and management of all new hires during their initial weeks at Amazon. The team will play a critical role in collaborating with training design on process improvements, ensuring that new hires are well-prepared to support customers effectively. The Sr. Manager will embody Amazon's leadership principles, acting as a leader of leaders, and will be accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts. The role also involves improving global trainer productivity by eliminating waste and developing effective mechanisms. The Sr. Manager will report to senior leaders on training completion, quality, and productivity metrics, and will develop an emergency response mechanism to provide on-demand training services 24/7/365. Ultimately, this position is pivotal in owning the new-hire associate experience and enabling Amazon to strive to be Earth's Best Employer.
Responsibilities
Lead an organization of 400+ trainers.
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Embody Amazon's leadership principles to be a leader of leaders.
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Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
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Establish and achieve customer service quality goals for trainees over their first 300+ contacts.
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Improve global trainer productivity by eliminating waste and developing mechanisms.
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Report to senior leaders on training completion, quality, and productivity.
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Develop emergency response mechanism to provide on-demand training services 24/7/365.
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Own new-hire associate experience and enable Amazon to Strive to be Earth's Best Employer.
Requirements
10+ years' experience in Customer Service operations, training, or program management.
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Experience supporting large and distributed employee work groups globally, including a remote workforce.
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Superior analytical skills.
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Expert in the principles and processes of an inbound contact center.
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Bachelor's Degree.
Nice-to-haves
5+ years' experience in training or a related field.
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Proven track record of developing mechanisms to scale globally.
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Strong writing skills and experience presenting to senior leaders.
Benefits
Medical, Dental, and Vision Coverage
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Maternity and Parental Leave Options
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Paid Time Off (PTO)
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401(k) Plan
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