Sr Training Manager, Amazon Customer Service

Amazon Japan/China Cs Training Manager

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build a place to find and buy anything online, this is your chance to make history. We are looking for a dynamic, organized, self-starter to join Japan/China CS team as a training manager to support CS associates to help Japanese Customers who demand the highest standards of service in the world by leading JP/CN training teams.

Amazon/CSJP/CNCS Key Job Responsibilities:

• Manage training team across 3 sites in Japan and 3 sites in China, which help Japanese Customers who use Amazon.co.jp beyond boarders.
• Work with Global team, Recruitment, Operations and PM teams to map training needs and training resources, develop a training plan and coordinate operations training activities for new joiners.
• Constantly work with operations teams to identify training gaps and coordinate training activities accordingly.
• Ensure training content including job aids and visual aids are updated regularly so that the content is always current, accurate and relevant.
• Ensure training result is trackable, sustainable, achieving goal and strategy.
• Use a metrics approach to evaluate and continuously improve training effectiveness.
• Work with global training delivery teams to implement new training environments of the highest standards.
• Collaborate with domestic and international stakeholders as Japan's training team representative, while always listening to local customers, associates, and regional trainers, and respecting both countries' cultures.

A Day In The Life:

• 30%: Team member's performance management and coaching, people management
• 20%: Training program management, leading and managing new project
• 20%: Training effect measurement, needs analysis
• 15%: Training plan and schedule development, resource planning
• 10%: Stakeholder managements and meetings