Description

　　Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s devices and digital products? Then we're looking for you!

　　The Senior Program Manager, Learning experience is responsible for building and maintaining business critical mechanisms to support the training delivery for Amazon Customer Care Center (AC3) migration. As part of the Device, Digital and Alexa Support (D2AS) Learning Experience (LX) Team, you will support a continuous improvement culture that enables 65 LX team members to deliver learning solutions that empower associates to confidently deliver top-notch customer service and technical support. You will be main point of contact between operations, instructional design, training delivery and the program team for AC3 and will partner with communications to ensure the learning perspective is leveraged. The Sr. Program Manager will also be responsible for creating and implementing learning mechanisms to deliver leadership training to D2AS.

　　Key job responsibilities

　　Be the voice of the learner, ensuring that their needs are at the forefront of our efforts and help our team iterate and improve our programs.

　　Establish and maintain relationships with subject matter experts (SME) to assist in guiding you through developing accurate and relevant content for global audiences in a variety of subject areas.

　　Conduct stakeholder and SME interviews to determine, recommend and document project instructional standards, learner engagement strategies and evaluation plans.

　　Provide clear timelines through all phases, communicating with key partners, and selecting appropriate measurement for successful implementation.

　　Lead cross function programs such as transitions for new tools, team storage architecture, and other learning technologies

　　Facilitate creating quarterly/monthly business reviews, roadmap documents, and any other cross team documentation

　　Liaise and build collaborative partnerships with our global stakeholders to ensure high standards are met

　　Manage team SharePoint, Quip folders, and wiki pages and drive best practices and standardization across the team

　　Explore project opportunities in current programs by gathering business requirements from stakeholders, writing project plans, setting milestones and negotiating timelines

　　Communicate program updates, SOP changes, and overall progress to leaders and cross functional stakeholder groups

　　Manage the finalized associate’s competencies by ensuring training design and delivery adhere to the Competency Framework

　　Collaborate with business-critical stakeholders to implement findings from the Competency Framework pilot

　　We are open to hiring candidates to work out of one of the following locations:

　　Seattle, WA, USA

　　Basic Qualifications

　　5+ years of program or project management experience

　　Experience using data and metrics to determine and drive improvements

　　Experience owning program strategy, end to end delivery, and communicating results to senior leadership

　　Bachelor's degree

　　3+ years of experience in training delivery, instructional design, and/or learning technology.

　　Experience in evaluation methodologies and global design.

　　Experience with learner-centered, performance-based instructional theories and adult learning principles.

　　3+ years of experience in change management

　　Experience owning program strategy, end to end delivery, and communicating results to all levels

　　Experience leading process improvement efforts

　　Experience with learning competencies

　　Experience working with global teams

　　Preferred Qualifications

　　Proficient in MS Excel (Pivot tables, vLookups, Macros), Outlook, Word, PowerPoint

　　Excellent written and verbal communication skills

　　LMS (e.g. Cornerstone) administration experience

　　Certified Product/Program Management credentials or equivalent experience

　　Experience with Tableau

　　Experience in process improvement using Lean and Kaizen methods.

　　Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.

　　Background in Customer Service operations

　　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 $92,500/year in our lowest geographic market up to $185,000/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. Applicants should apply via our internal or external career site.