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Manager, Program Management, D2AS Learning Experience

Job ID: 2657806 | Amazon.com Services LLC

DESCRIPTION

At Amazon.com, we strive to be earth’s most customer-centric company and to be earth’s best employer. To get there, we’ll need people who are exceptionally talented, bright, driven, and thrive in a challenging and fast-paced environment. The D2AS Learning team is looking for an innovative and experienced leader to lead a team of instructional design experts who support global learning programs. The Learning Experience Manager will be responsible for managing and developing scalable, innovative learning solutions for D2AS Technical Care Associates (TCAs) that provide technical support solutions for customers who contact us for support for 26 product categories, in 43 countries, 21 marketplaces, and 17 languages.

Key job responsibilities
* In partnership with instructional designers, use data, anecdotes, and stakeholder inputs to conduct a needs analysis that identifies the key behaviors, knowledge, and capabilities managers need to develop.
* Manage learning programs from start to finish, including content management, implementation, communication, analytics, and reporting.
* Continuously measure and evaluate the impact and effectiveness of learning solutions; work with instructional designers to revise content and modalities to address specific feedback as needed.
* Proactively drive change and continuous development; look into new learning solutions that can help Technical Care Associates accelerate their knowledge and capability development in pursuit of business outcomes and/or goals.
* Build relationships and collaborate with cross-functional business partners at all levels to uncover and support learning priorities.

A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
Device, Digital and Alexa Support (D2AS) delivers the technical support experience for millions of Amazon customers around the world and works closely with the business to advocate for improvements that reduce friction, increase utility and enjoyment for our customers. We support customers throughout their journey, assisting with setup of their products, troubleshooting and resolving problems, and increasing the utility and enjoyment of their products.

BASIC QUALIFICATIONS

- 5+ years of cross functional project delivery experience
- 3+ years of team management experience
- Bachelor's degree
- 5+ years of experience leading global programs or project management in the Learning & Development field and/or in a Customer Service environment.
- Experience applying adult learning principles, agile methods, learning technology and program management skills together in the design, development and maintenance of learning solutions.
- Experience developing blended learning programs, including experience designing and developing self-directed e-learning modules paired with trainer-led activities and practice.

PREFERRED QUALIFICATIONS

- Experience managing, analyzing and communicating results to senior leadership
- Experience implementing repeatable processes and driving automation or standardization
- Experience using data and metrics to drive improvements
- Certificate in project or change management or learning (e.g. PMP, PRINCE2, CPTD)
- Degree in a relevant field such as education, training and development, leadership, instructional design, or human resources.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.