Learning Experience Program Manager, Consumer Customer Service
Job summaryThe Consumer Customer Service (CS) Support Learning & Development team is seeking a Learning Experience Program Manager to actively drive and scale a portfolio of regional and global training programs.
This person will be a champion for the overall Customer Service Associate (CSA) learning experience across new hire training, continuous learning, cross-training, and service launch training initiatives.
The ideal candidate is comfortable in a fast-paced, multi-tasked, high energy environment.
They are an adult learning expert and analytical problem solver with a passion for excellence in customer service.
Key job responsibilitiesThe Learning Experience Program Manager must be able to:
o Lead projects that are business critical, and may be global in natureo Effectively communicate training strategies to senior-level leaderso Anticipate, identify, and drive resolution of challenges and interdependencies to prevent downstream problemso Use data and controls to measure the impact of learning interventionso Recommend improvements to the way projects are scoped, built, tested, and deployed across the companyo Serve as escalation point for instructional design team memberso Support critical relationships and negotiations of agreements with customers, suppliers, or other external partnerso Operate with significant autonomy and discretionAbout the teamAmazon's Customer Service (CS) organization and Amazon's Customer Service Associates (CSAs) are key to Amazon's mission of being earth's most customer-centric company.
CSAs work across multiple contact channels (e.
g.
phone, chat, email), are globally distributed, and their numbers fluctuate seasonally.
Success in the CSA role is supported by a global instructional design and training delivery team, who work to quickly build CSA skills to create and maintain customer trust and delight.
A work sample demonstrating your experience and skill using course authoring tools and ID theory will be required as part of the hiring process.
Estimated Salary: $20 to $28 per hour based on qualifications.
This person will be a champion for the overall Customer Service Associate (CSA) learning experience across new hire training, continuous learning, cross-training, and service launch training initiatives.
The ideal candidate is comfortable in a fast-paced, multi-tasked, high energy environment.
They are an adult learning expert and analytical problem solver with a passion for excellence in customer service.
Key job responsibilitiesThe Learning Experience Program Manager must be able to:
o Lead projects that are business critical, and may be global in natureo Effectively communicate training strategies to senior-level leaderso Anticipate, identify, and drive resolution of challenges and interdependencies to prevent downstream problemso Use data and controls to measure the impact of learning interventionso Recommend improvements to the way projects are scoped, built, tested, and deployed across the companyo Serve as escalation point for instructional design team memberso Support critical relationships and negotiations of agreements with customers, suppliers, or other external partnerso Operate with significant autonomy and discretionAbout the teamAmazon's Customer Service (CS) organization and Amazon's Customer Service Associates (CSAs) are key to Amazon's mission of being earth's most customer-centric company.
CSAs work across multiple contact channels (e.
g.
phone, chat, email), are globally distributed, and their numbers fluctuate seasonally.
Success in the CSA role is supported by a global instructional design and training delivery team, who work to quickly build CSA skills to create and maintain customer trust and delight.
A work sample demonstrating your experience and skill using course authoring tools and ID theory will be required as part of the hiring process.
Estimated Salary: $20 to $28 per hour based on qualifications.
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