Training Program Manager, Global Learning

DESCRIPTION

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 Cape Town 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

1. Coordinate, plan, design, deliver and facilitate CS training such as new hire, continuing education, launch training for new services, and other CS specific training as needed. This includes classroom or virtual instructor led training, webinars, and blended instructor-led learning and online self-directed modules or materials.
2. 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).
3. Identify knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.
4. Monitor, track and report on training completion metrics.
5. Assist with development and validation of training materials, learner engagement strategies and evaluation plans.
6. Conduct targeted coaching as a part of training sessions and communicate opportunities to the CS Leadership team to ensure continuous support to employees outside of the training.
7. Establish and maintain subject matter expertise on CS workflows.
8. Model 'Learn and Be Curious' by rapidly learning about new products/services and processes as needed.
9. 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.
10. Escalate employee issues to the Training Operations and/or Customer Service Manager.
11. Mentor and coach Trainers and Training Assistants.

About the team
As a member of the AWS Support team; you will be at the forefront of Cloud technologies and the full breadth of AWS services. 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 Global Learning team is responsible for providing training resources to ensure learning and development for the AWS Support organization across the entire builder lifecycle.

BASIC QUALIFICATIONS

- 2+ years of program or project management experience

PREFERRED QUALIFICATIONS

- Experience managing new hire training programs, continuing education programs, or similar training and development projects/initiatives.
- Experience using e-learning software (Articulate Storyline 2, Camtasia, or similar), Cornerstone LMS (or similar), and conferencing tools.
- Experience developing and supporting training for technical/IT-related positions
- Experience with technical customer service organizations
- Meets/exceeds Amazon's leadership principles requirements for this role
- Meets/exceeds Amazon's functional/technical depth/complexity for this role
- Experience creating/editing resources and communication for knowledge transfer and skill development; includes collaborating with subject matter experts and managers to write/develop technical content.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.