AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience. We have a team of talented engineers located in multiple locations around the world, and are growing rapidly.
AWS Support is seeking an experienced Sr. Program Manager where you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. This role will have direct influence on how thousands of our AWS team members within Support, Customer Service, Sales and AWS Service Teams leverage tools, interact with customers, and engage with internal engineering team.
As a Sr. Program Manager, you will be responsible for analyzing, designing, and developing high quality training content for technical and non-technical learning programs for our AWS Support teams and more This role focuses on managing training programs for business-critical needs with a requirement for significant program and project management experience. This does have training delivery as part of the role which involves senior classroom delivery of training.


Key job responsibilities
• Define, develop, and manage a global program and supporting curricula for our customers to drive customer obsession.
• Collaborate effectively with the internal AWS Support leaders, subject matter experts (SMEs), and others on the AWS Support team to develop technical and non-technical learning solutions across multiple organizations.
• Work independently to manage multiple projects and programs concurrently.
• Design and develop training materials and programs, applying adult learning principles and systematic instructional design to create learning curricula that best fits the needs of the audience and content.
• Leverage rapid, agile development techniques and create content for a rapidly changing environment.
• Design and develop exercises, tutorials, job aids, assessments, and other methods of learning including social or connected learning strategies.
• Use learning and business metrics to perform needs analyses and evaluate program results to continuously improve learning effectiveness.
• Manage curricula and provide activity reporting to a global audience to measure adoption and training acquisition.
• Maintain wikis with current program details and reporting metrics.
• Support and incorporate use of our Knowledge Base into learning methods and strategies; support and help drive knowledge centered support methodologies.
• Portfolio and/or eLearning sample may be required at interview.
• Classroom hybrid classroom facilitation with executive presence


About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.