Sr. Manager, Global Training Delivery Management, Customer Service

At Amazon.com, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. 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 accountable for teams located across the Americas, Europe, India, and Asia Pacific. This 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. Partnering closely with program leaders, training designers, and operations teams, this candidate will be accountable for the quality, productivity, and management of all new-hires in their first weeks at Amazon. Their team will play a critical role in partnering with training design on process improvements.

Key job responsibilities

- Lead an organization of 400+ trainers.

- 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.

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!"Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

BASIC QUALIFICATIONS

- 10+ years' experience in Customer Service operations, training, or program management.

- Experience supporting large and distributed employee work groups globally, including a remote workforce.

- Superior analytical skills.

- Expert in the principles and processes of an inbound contact center.

- Bachelor's Degree

PREFERRED QUALIFICATIONS

- 5+ years' experience in training or a related field.

- Proven track record of developing mechanisms to scale globally.

- Strong writing skills and experience presenting to senior leaders.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $123,900/year in our lowest geographic market up to $204,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

---