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 CapeTown 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 team
Key job responsibilities
- Coordinate, plan, design, deliver and facilitate Support Engg (SE) trainings such as new hire, continuing education, launch training for new services, and other SE specific training as needed. This includes classroom and/or virtual instructor led training, webinars, and blended instructor-led learning and online self-directed 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 SE Leadership team to ensure continuous support to employees outside of the training.
- Establish and maintain subject matter expertise on SE workflows.
- 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 Manager.
- Mentor and coach Trainers
Amazon was recently rated the #1 most reputable company in the US, #1 for innovation, and is frequently ranked at the top in Customer Service. Amazons 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 the full breadth of AWS services. You will be surrounded by people who are smart, passionate about cloud computing, 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 world class customer experience. We have a team of talented engineers located in multiple locations around the world, and are growing rapidly.
We are open to hiring candidates to work out of one of the following locations:
Cape Town, ZAF
Basic Qualifications
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Experience working cross functionally with tech and non-tech teams
- Experience building processes, project management, and schedules
- Experience defining and executing program requirements
- Experience using data and metrics to determine and drive improvements
- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- 5+ years of driving process improvements experience
Company - Amazon Development Centre (South Africa) (Proprietary) Limited - A78
Job ID: A2466759
