Training Supervisor in Lagunilla, Costa Rica

Become part of a fast moving, vibrant work environment that is experiencing dramatic growth. Seller Support currently generates over 40% of Amazon revenues and strategically drives increased product selection for customers which makes Amazon the most valued online marketplace in the world.

The Training Supervisor – will be responsible for the coordination, execution and implementation of all learning programs used to train new hire and existing Seller Support Associates at our Costa Rica site (SJO) S/he will partner with the NA Regional Learning and Performance Manager (RLPM) to ensure delivery of needed learning interventions, manage trainers and support their development, track delivery through the LMS and maintain and communicate performance metrics reporting, and to track associate performance and to ensure continuous improvement.

He or She will develop an active partnership with senior leaders across the regional organization to coordinate and schedule training and drive consistencies in performance, consult with Capacity Planning, Workflow Management and Site Leaders to determine specific training requirements and provide resources to meet the workforce training needs of the business.

Specific Expectations

· Support the planning, scheduling, and coordination of all required Associate training for SJO

· Manage, coach, assess and develop the site trainers and coordinate their work

· Partner the RLPM to develop and certify trainers and SMEs

· Provide reports and statistics on Specialty- Site- and OU-specific training performance against goals

· Partner with RLPM to identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology

· Team with RLPM to drive Global Academy strategy, infrastructure, best practices and continuous improvement

· Ensure complete, accurate and timely data collection and communication by trainers

· Administer the LMS for the site

· Deploy, project manager and program manage instructional development activities to support Associate performance levels ongoing.

· Deliver training as needed to support the initiatives - up to 20%

· Partner with Site Leadership in interim and final evaluation of learner outcomes and performance to determine next steps

· Lead by example, modeling Amazon’s leadership principles

· International Travel required – up to 10%

· 5 years minimum successful experience as a people manager, or team lead

· Skilled in assessing, teaching and coaching training skills with at least 5 years training delivery experience

· High level of adaptability, flexibility and effectiveness in handling multiple priorities simultaneously

· Exceptional communication skills: must be a poised, confident and engaging presenter of a wide variety of topics in a range of settings, including delivering to large, and remote audiences

· Excellent written skills: must be able to write a variety of documents, including: proposals, reports, training course outlines and content, written tests/assessments and other documents necessary for training department management

· Adult learning methodology expertise, including delivery, assessment, evaluation and how to maximize the assimilation and retention level of the audience

· Exceptional relationship-building and influencing skills and the ability to lead a functional organization without direct authority

· Ability to collaborate with a range of business partners, including instructional designers, subject matter experts and other business partners in strategic planning, training development & delivery, team expansion, management and development

· Proficiency in training technologies such as LMS systems, elearning, and distance learning

· Proficiency in MS Office: Word, Excel, Visio, PowerPoint, and Outlook

· Demonstrated knowledge of adult learning and training practices especially in technical support contexts

· Skilled in use of training technology for delivery and use of technology for development of training materials and general work deliverables

· Bachelor’s degree in learning and development or related field

· Fluent in English- reading, writing and speaking

· Successful experience managing a team in a multinational organization

· Experience in contact center management or training

· CPLP or other learning/training certification

AMZR Req ID: 565168

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