Training Program Manager, AWS Support Global Learning

Amazon was recently rated the #1 most reputable company in the US, #1 for innovation, and is frequently ranked at the top in Customer Service. Amazon's technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud. As a member of the AWS Support team, you will be at the forefront of Cloud technologies and the full breadth of AWS services. You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class support is critical to customer success.

AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience. We have a team of talented engineers located in multiple locations around the world, and are growing rapidly.

Amazon Web Services has an opening for a Site Training Program Manager (PM) who thrives in a dynamic environment and has a strong training and development background. As a Training PM, you will be responsible for implementing and administering high quality training initiatives in technical and non-technical learning programs for AWS Support. This role focuses on training coordination, running programs, monitoring impact and success metrics, and assisting with some curriculum development, but does not typically involve delivery of training. You will play a significant role in the development of a successful and effective global support team.

Key job responsibilities

The primary responsibilities for a Training Program Manager include:

• Collaborate effectively with AWS Service teams, subject matter experts (SMEs) and others on the AWS Support team to support department training programs and initiatives

• Implement and manage training

• Apply adult learning principles to help design and assist in developing training that best fits the needs of the audience and content (online, classroom, or blended learning methods).

• Oversee the design and development exercises, tutorials, job aids, and assessments.

• Monitor assessment, survey, and operational data and perform ongoing needs analysis

• Support and drive use of our internal Knowledge Base (i.e., access control, engage SMEs)

A day in the life

You will work with Global Program Managers, Site Leads and Operations Managers to ensure adoption, execution and iteration of training programs. You'll work across regions to share best practices, analyze data to proactively identify trends and create project plans to assist engineers in their development. You'll work within our LMS to track key metrics as such attendance and completion rates. You will work with databases to track and report on operational metrics, schedule meetings, trainings and contribute to MBRs.

BASIC QUALIFICATIONS

- Bachelor's degree

- 3+ years of program or project management experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience

- 3+ years of driving process improvements experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

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.

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