Senior Training Manager

DescriptionAt Amazon Middle East Customer Service (MECS), learning experience for associates is our commitment to provide a strong start and a path to success for our new joiners. In this role, you will be responsible for the design, delivery, and performance of the training journey for all frontline new joiners.In this role, you will work backwards from employee experience, collaborating with global and regional stakeholders to accurately translate Amazon's mission to be ‘Earth's Best Employer' to the MECS training journey.You will relentlessly seek to understand and prioritize new joiners' needs and success enablers. You will apply data-driven approaches to validate this understanding, use deep problem-solving skills to evaluate the opportunities, and simplify complexity to develop scalable improvements and mechanisms. You will create success measures at key touchpoints across the onboarding and training journey to monitor and report performance. You must be comfortable working with cross-functional teams in a dynamic organization, as the new joiner experience will have inter-dependencies with other teams within MECS.You will work closely with regional teams across Recruitment, Human Resources, Instructional Design, Program teams, Capacity Planning, and Site Operations. Global team collaboration will be a key part of your role to identify and bring in latest innovations and practices. You will establish strong relationships with key process owners to continuously monitor and optimize the training experience. You will lead the team that schedules, coordinates, and delivers training and continuous learning.The right candidate will bring strong customer service operations and people experience, have a proven track record of success continuous improvement and creating new mechanisms to efficiently track and enhance business performance. You also must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. This means you are not only able to develop and drive high-level strategic initiatives, but can also roll up your sleeves, dig in and get the job done.Key job responsibilities Single-threaded leader: transform strategy into results by taking responsibility for the performance and success of onboarding and continuous learning journey of Customer Service Associates. Performance management: Measure, monitor and report onboarding and training performance, adding relevant KPIs or OKRs to improve business insight. Partner and collaborator: Be a reliable, trusted partner and collaborator with relevant stakeholders to review and continuously optimize the touchpoints across the training journey. Continuous improvement: Lead continuous improvement programs by collaborating with respective process owners across the training journey to implement improvements. Training and Instructional Design delivery: conduct ongoing needs analysis, planning, and oversee training programs/projects execution (including new site launches, outsource partner launches, and new marketplace launches). Scope includes new joiner training and ongoing training for tenured site operations employees. Team leader: people manager to team of training and Instruction Design specialists. Manage performance, coach, and ensuring specialists have the tools and support to build their skills and experience.We are open to hiring candidates to work out of one of the following locations:Cairo, EGYBasic Qualifications Fluent in speaking and writing in both Arabic and English Undergraduate degree 6+ years of Customer Service experience (contact centre operations) Customer or people experience design and/or management 6+ years of Training experience in an adult learning environment Knowledge of adult learning and training practices Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive) Program Management experience. Proven ability to work with cross-functional teamsPreferred Qualifications HR or people experience background Experience developing training material, job aids and online tutorials Proficiency with data analysis People management experience This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.