Sr. Training Manager, AWS Customer Service

The ideal candidate will be passionate about the growth and success of AWS Support employees and our customers. Candidates will have strong experience in training and development and leading teams in designing, developing, and implementing training solutions for customer focused teams. They will also have the following attributes and qualifications:

• 7 years of leadership experience creating and implementing learning strategies for geographically dispersed customer service organizations
• Leadership experience designing and developing training materials and content to include creating instructor-led materials, job aids, online (e-learning) materials, and other training materials
• Experience and expertise developing and implementing effective knowledge and skill assessments for a work environment with rapid and frequent change in products, services, tools and processes.
• Ability to apply adult learning principles and incorporate this into curriculum design and development
• Experience managing curriculum development methods and tools in a team environment; includes experience with learning management systems, MS Office, Sharepoint, Articulate Storyline 2, Camtasia or similar tools.
• Technical aptitude to be able to quickly learn new technologies and to design, develop and review blended learning solutions and online training materials and content.
• Experience integrating the use of knowledge bases and online reference for learning and performance support
• Excellent communication skills and the ability to work effectively with CS leaders and team members in a global environment.
• Excellent organizational skills and program and project management skills.
• Ability to use multiple learning methods and to match the appropriate methods with the subject matter.

Who We Are
Amazon was recently voted the #2 most admired company in the US, #2 most innovative, and #1 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 part of the world’s premier cloud services company while enjoying the culture of a start-up. You will be surrounded by people who are smart, passionate about cloud services, 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 deliver a world class customer experience. We have a team of talented employees located in several locations around the world and are growing rapidly.

Job Description
Amazon Web Services has an opening for a Senior Customer Service Training Manager who thrives in a dynamic, fast-paced environment and who will create the strategy and lead the team and processes to build world class curriculum and training programs for our customer service team. As the Sr. AWS Customer Service Training Manager, you will be responsible for leading the curriculum development team to analyze, design and develop high quality training content for our AWS Support Customer Service team members. This role focuses on owning the curriculum development and program management required to meet the learning needs of our AWS Customer Service (CS) team globally throughout the full employee lifecycle including new hire training, continuing education, and associated assessments and accreditation programs. You will play a vital, strategic role in ensuring the AWS CS team has the right training and development curriculum, learning materials and assessments to provide the world’s best customer service for our cloud customers.

The primary responsibilities for the Customer Service (CS) Training Manager include:

• Create and implement the global strategy for Customer Service training and learning programs
• Develop and deliver world class training and learning opportunities to enable our CS team to deliver the world’s best customer service and cloud support
• Collaborate effectively with our AWS Customer Service (CS) teams across our global footprint to rapidly innovate and develop highly effective CS training materials, assessments and learning options
• Manage a curriculum portfolio to ensure CS team members have accurate and up to date training materials and assessments from new hire training through continuing education and role specific accreditation programs
• Ensure effective development and use of assessments to guide and validate learning
• Lead your team to manage multiple projects and programs concurrently
• Establish and oversee consistent processes to effectively and efficiently design and develop training materials and programs to best suit the needs of the content (e.g., includes online, classroom, virtual instructor-led training and blended learning options)
• Leverage rapid, agile development techniques
• Oversee and contribute to the design and development of exercises, tutorials, job aids, assessments, and other methods of learning including social or connected learning strategies.
• Perform needs analyses using available data and evaluate program results to continuously improve learning effectiveness and deliver results
• Provide train the trainer programs (classroom or virtual/remote) to support implementation of training programs across the AWS global enterprise
• Support and incorporate use of our Knowledge Base into learning methods and strategies; support and help drive knowledge centered support methodologies