Operations Leader for Global Training Delivery
3 weeks ago
At Amazon, we are dedicated to creating a customer-centric environment. To achieve this goal, we require exceptionally talented professionals to lead our training delivery teams. The Sr. Manager, Training Delivery Management role is responsible for overseeing the India-based training delivery teams and ensuring the quality, productivity, and management of new-hires in their first weeks at Amazon.
This key position plays a vital role in partnering with training design on process improvements and collaborating closely with India program leaders, training designers, and operations teams.
The ideal candidate will possess 10+ years of experience in Customer Service operations, training, or program management, as well as experience supporting large and distributed employee work groups regionally, including a remote workforce.
The responsibilities of this role include leading an organization of 40+ trainers, managers, and program leaders, embodying Amazon's leadership principles, and partnering closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
The estimated salary for this role is around $120,000 per year, based on industry standards and market research.
Key Job Responsibilities:- Lead an organization of 40+ trainers, managers, and program leaders
- Embodying Amazon's leadership principles to be a leader of leaders
- Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers
- Establish and achieve customer service quality goals for trainees over their first 300+ contacts
- Improve global trainer productivity by eliminating waste and developing mechanisms
- Report to senior leaders on training completion, quality, and productivity
- Develop emergency response mechanism to provide on-demand training services 24/7/365
- Own new-hire associate experience and enable Amazon to strive to be Earth's Best Employer
- 10+ years' experience in Customer Service operations, training, or program management
- Experience supporting large and distributed employee work groups regionally, including a remote workforce
- Superior analytical skills
- Expert in the principles and processes of an inbound contact center
- Bachelor's Degree
- 5+ years' experience in training or a related field
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