At Amazon.com, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon Stores Customer Service is seeking a Sr. Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This role is a senior operations leader accountable for teams located across the Americas, Europe, India, and Asia Pacific. This candidate will lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for Amazon Customer Service. Partnering closely with program leaders, training designers, and operations teams, this candidate will be accountable for the quality, productivity, and management of all new-hires in their first weeks at Amazon. Their team will play a critical role in partnering with training design on process improvements.


Key job responsibilities
- Lead an organization of 400+ trainers.
- Embodying Amazon’s leadership principles to be a leader of leaders.
- Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
- Establish and achieve customer service quality goals for trainees over their first 300+ contacts.
- Improve global trainer productivity by eliminating waste and developing mechanisms.
- Report to senior leaders on training completion, quality, and productivity.
- Develop emergency response mechanism to provide on-demand training services 24/7/365.
- Own new-hire associate experience and enable Amazon to Strive to be Earth’s Best Employer.


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!”Benefits Summary:

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