CRC Training Program Manager

US, OR, Virtual Location - Oregon logo
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Posted 3 weeks ago

The COVID Resource Center (CRC) supports Amazonians with all of their work and HR questions about COVID, including navigating options for time away from work and questions about Amazon’s onsite COVID testing program. Additionally, the CRC are absence specialists, and process absence claims for Amazonians needing to take time away from work due to COVID. The CRC operates with empathy, speed and attention to detail, and we are passionate about helping our fellow Amazonians.
We are currently hiring a Training Program Manager to oversee our agent training program, including new hire training and continuous agent learning. The Training Program Manager (PM) oversees the execution of training operations, and the roadmap of learning initiatives in the CRC. They partner with stakeholders in Operations, Escalations, Quality and Defect Reduction to identify learning gaps and identify learning opportunities to address these gaps, in line with department goals and priorities. The Training PM partners with the ES Learning team to define the training content needed, and then own successful delivery of that content to the CRC agents and organization. They are invested not just in the execution of training but in agent learning and retention, and proactively measure all learning delivery and make recommendations for continuous improvement. They oversee a team of training professionals and own their continuous learning and growth.
Position Responsibilities:
· Oversee execution of all training activities, including managing the assignment and availability of trainers, coordinate scheduling of training activities with WFM and other stakeholders, etc.
· Work with stakeholders across the CRC to identify and prioritize learning needs; own and maintain learning roadmap and backlog
· Directly manage a small team of trainers; execute all people management tasks in accordance with Amazon’s requirements
· Create a program for feedback and continuous development of training team; invest in growth and talent development within the training organization
· Partner with the learning team to ensure creation of new content as needed; review content to ensure requirements are met
· Create program success metrics for new hire and continuous learning; execute against all KPI targets
· In partnership with senior leaders, create and execute against goals that support the continuous learning of CRC associates

This position can be based in Seattle, WA or any USA Amazon Corporate office. Virtual location in the USA will also be considered.

Basic Qualifications

· 3+ years experience in a dedicated role focused on associate training and/or learning programs
· 2+ years experience managing a team of direct reports
· Bachelor’s degree
· Excellent verbal and written communication skills

Preferred Qualifications

· Training certification such as CPTD, CPLP, CPTM, CLS
· Advanced degree in instructional design, adult learning or related field
· Experiencing working in a leadership, quality or training position in a contact center or customer service environment
· Amazon CRC/ERC/DLS experience preferred

Job tags: Customer service HR People management Training
Job region(s): North America
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