The Books Learning Facilitator is responsible for the training delivery and performance support for all new hires, continuing education, refresher courses, and launch training for the Amazon.com Books organization. The Learning Facilitator will work closely with Customer Service and Risk Management Operations Managers across multiple sites to support ongoing learning and provide awareness for upcoming training initiatives.
The ideal candidate will have a background in facilitation, project management, and driving process improvements across a global network. They will deliver training content, perform small-scale content maintenance, and provide feedback on new content. The person hired for this role must be able to provide a positive learning environment, report on ramp performance and knowledge test results, and promote teamwork as a leader through facilitation, teaching, and coaching. A successful candidate will leverage a deep understanding of adult learning theory and inclusive, instructor-led facilitation (both in-person and virtual). They will couple these strengths with A-Z business knowledge to translate business insights and strategies into the knowledge, skills, and capabilities necessary for their learning audience.
Key job responsibilities
Candidates must have the ability to work across multiple locations with the ability to work autonomously and remotely from direct line management and/or peers and colleagues.
In addition, this role seeks both informal and formal feedback on training programs for trend analysis and for the improvement of training programs, as well as the identification of future training opportunities for our global support agents.
Expertise in developing and maintaining business relationships, collaborating with the Instructional Design team, and implementing communication plans are core to this position.
Candidates should possess communication skills, including superior skills in explaining technical topics to novices and collaborating with subject matter experts and managers in one-to-one and one-to-many settings.
Overall, the learning facilitator is responsible for driving high quality training to all global support agents and playing a significant role in the development of a successful, effective global KDP Customer Service team.
About the team
Who We Are
The Learning & Performance (L&P) team provides curriculum development and training delivery to teams in the Books organization.
Our Mission
To provide our internal Books employees with the knowledge and skills needed to support our content providers with making their publishing goals come true.
• 1 Year experience with delivery and facilitation skills
• Proficiency in driving learning outcomes inside and beyond the classroom.
• Curiosity and passion for learning
• College degree; preferably in a communication, education or related field, or at least 2 years related experience
• Proven ability to translate business insight to audience need
• Demonstrated success working on virtual teams
• Ability to effectively collaborate and influence across boundaries
• Ability to work flexible shifts, including nights and weekends
• At least 2-5 years’ experience working in a formal training role
• Bachelor degree in Learning and Development
• Bachelor degree in Adult Learning
• CPLP or other learning/training certification
• Project management skills and attention to detail - able to implement globally, and at scale
• Proven track record of executing the learning lifecycle - defining, assessing, measuring, developing, implementing and reinforcing learning solutions
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