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, Training Delivery Management to lead our India training delivery teams. This role is a senior operations leader accountable for teams located in India and the surrounding area. 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 India 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 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.