Amazon - Regional Senior Manager - Training - Contact Centre

Job Description: Regional Sr. Manager, Training

Job 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 teams (particularly leaders of leaders) in fast paced operational environments, and have a passion for learning, we want you on our team! We have an opening for a Regional Senior Manager, Training to join our organization.

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

- In this role you will be responsible for managing regionally based training teams and the training needs of all employees located within your region.

- This role will suit an individual who thrives in a dynamic, fast-paced environment with the capacity and experience to work closely with stakeholders and lead teams of leaders and training specialists in defining and overseeing the learning strategy and then following through to deliver impactful business results through implementation, delivery and measurement of the training at each site.

- We are looking for a team player who not only leverages his/her own teams to respond effectively to a variety of training scenarios, but is able to work closely with internal partners and the global training team to effectively prioritize and deploy training programs based on customer need.

- To be successful in this role youll need to be extremely well organized, an experienced leader of leaders, and your verbal and written communication skills should be excellent, being able to see and clearly explain issues and the paths to resolution quickly and succinctly.

Key job responsibilities :

- Full ownership of the training programs within regions and sites: from onboarding, to management, execution and measurement of training to the global standard.

- Work with global, regional and site leadership to assess, evaluate and prioritize training needs and requirements. Initiate/ approve projects for team and oversee planning process and delegation across teams and/or sites.

- Work creatively to solve operational capability and capacity problems due to fluctuating R&O plans and hiring timelines. This role requires strong ownership and being aware of how training capacity and delivery impacts upstream and downstream teams and processes (recruitment, capacity planning and operations).

- Drive your teams to match learning needs with existing catalogue of learning content to facilitate delivery and completion of training and to deliver value to the overall business through training initiatives

- Ensures all programs have clear measurement and success metrics, drive team to deliver value to the overall business through the ideation, execution, and delivery of highly complex training initiatives. Own, and be able to speak to, regional level data in business review calls.

- Take a data driven approach to understanding performance issues. Take action to ensure your leaders are improving the quality and effectiveness of training and coaching at your sites for associates

- 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, driving adherence to the global standard

- Identify and address risks on specific training content processes, such as avoiding unwarranted regional variation of process, and aligning across verticals on risks around diverging training practices. High judgement decision making is required for this role.

Basic qualifications :

- Contact Centre experience, in training or operations is considered essential

- Experience as a senior manager, successfully managing a number of teams and leaders of leaders, and supporting their success and growth is essential

- Excellent verbal, written, and oral communications skills

- Demonstrated success and experience with planning, creating, implementing, delivering and measuring training across multiple sites

- Communication skills for the purpose of knowledge transfer and skill development, including superior skill collaborating with subject matter experts and managers

- Experience collaborating with global stakeholders, SMEs, front-line managers and front-line employees

- Knowledge of learning and training practices Competent user level of Microsoft Office tools (Word, Excel and PowerPoint

Preferred qualifications :

- Experience working with remote teams preferred

- Learning/training certifications preferred - Industry certifications in training, instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate (CPLP, CPT, PMP, etc.)

- Masters Degree in related field Experience with online learning/training

- Resume that shows steady progression in Training/Learning Management for the last 5+ years including a senior leadership role - leader of leaders experience is essential

- Experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings

- Ability to adapt well to fast-paced, yet ambiguous, environments with changing circumstances in order to set direction and strategy for the team

- Desire to thrive in a dynamic, growing environment

Amazon is an Equal Opportunity Employer