Training Program Manager, Global Learning, 1579
2 weeks ago
We have an opening for a Training Program Manager (PM) located in Cape Town (CPT), who thrives in a dynamic, fast-paced environment and has a strong training delivery and development background.
As a Training PM at the Cape Town site, you will be responsible for delivering, implementing and administering high quality training programs for technical and non-technical learning programs for Support.
This role focuses on program management and co-ordination for New Hire (NH) and Tenured engineers in CPT, you will additionally help the global program owner build NH mechanisms to improve training experience and business performance.
You will play a significant role in the training and development of a successful and effective global support teamKey job responsibilities
- Coordinate, plan, design, deliver and facilitate CS training such as new hire, continuing education, launch training for new services, and other CS specific training as needed. This includes classroom or virtual instructor led training, webinars, and blended instructorled learning and online selfdirected modules or materials.
- Prepare for Training Delivery by granting tool permissions to trainees prior to the class, create Adobe Connect training room, send trainee invites based on training dates communicated by global PM, review the training materials and complete the curriculum preparation (create test cases, find samples, create slack group and mailing list).
- Identify knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.
- Monitor, track and report on training completion metrics.
- Assist with development and validation of training materials, learner engagement strategies and evaluation plans.
- Conduct targeted coaching as a part of training sessions and communicate opportunities to the CS Leadership team to ensure continuous support to employees outside of the training.
- Model "Learn and Be Curious" by rapidly learning about new products/services and processes as needed.
- Continuously act as an advocate and evangelist of Amazon Voice and culture. Remain Customer obsessed, and provide the best possible training/learning experience to the CS employees.
- Escalate employee issues to the Training Operations and/or Customer Service Manager.
- Mentor and coach Trainers and Training Assistants.
Cape Town, ZAF
- Experience managing new hire training programs, continuing education programs, or similar training and development projects/initiatives.
- Experience using elearning software (Articulate Storyline 2, Camtasia, or similar), Cornerstone LMS (or similar), and conferencing tools.
- Experience developing and supporting training for technical/ITrelated positions
- Experience with technical customer service organizations
- Meets/exceeds Amazon's leadership principles requirements for this role
- Meets/exceeds Amazon's functional/technical depth/complexity for this role
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