Training Program Manager (Trn), AWS Support
DESCRIPTION
Amazon was recently rated the #1 most reputable company in the US, #1 for innovation, and is frequently ranked at the top in Customer Service. Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud. As a member of the AWS Support team, you will be at the forefront of Cloud technologies and the full breadth of AWS services. You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
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.
Amazon Web Services has an opening for a Site Training Program Manager (PM) located in Sydney who thrives in a dynamic environment and has a strong training and development background. As a Training PM, you will be responsible for implementing and administering high quality training initiatives in technical and non-technical learning programs for AWS Support. This role focuses on training coordination, running programs, monitoring impact and success metrics, and assisting with some curriculum development, but does not typically involve delivery of training. You will play a significant role in the development of a successful and effective global support team.
A day in the life
You will work with Global Program Managers, Site Leads and Operations Managers to ensure adoption, execution and iteration of training programs at your site. You'll work across regions to share best practices, analyze data to proactively identify trends and create project plans to assist engineers in their development. You'll work within our LMS to track key metrics as such attendance and completion rates. You will work with databases to track and report on operational metrics, schedule meetings, trainings and contribute to MBRs.
About the hiring group
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
Job responsibilities
The primary responsibilities for a Site Training Program Manager include:
• Collaborate effectively with AWS Service teams, subject matter experts (SMEs) and others on the AWS Support team to support department training programs and initiatives
• Implement and manage training
• Apply adult learning principles to help design and assist in developing training that best fits the needs of the audience and content (online, classroom, or blended learning methods).
• Oversee the design and development exercises, tutorials, job aids, and assessments.
• Manage New Hire Onboarding (i.e. LMS registration, logistics, granting system permissions, etc.)
• Monitor all assessment, survey, and operational data and perform ongoing needs analysis
• Support and drive use of our internal Knowledge Base (i.e., access control, engage SMEs)
Key job responsibilities
The primary responsibilities for a Site Training Program Manager include:
• Collaborate effectively with AWS Service teams, subject matter experts (SMEs) and others on the AWS Support team to support department training programs and initiatives
• Implement and manage training
• Apply adult learning principles to help design and assist in developing training that best fits the needs of the audience and content (online, classroom, or blended learning methods).
• Oversee the design and development exercises, tutorials, job aids, and assessments.
• Manage New Hire Onboarding (i.e. LMS registration, logistics, granting system permissions, etc.)
• Monitor all assessment, survey, and operational data and perform ongoing needs analysis
• Support and drive use of our internal Knowledge Base (i.e., access control, engage SMEs)
A day in the life
You will work with Global Program Managers, Site Leads and Operations Managers to ensure adoption, execution and iteration of training programs at your site. You'll work across regions to share best practices, analyze data to proactively identify trends and create project plans to assist engineers in their development. You'll work within our LMS to track key metrics as such attendance and completion rates. You will work with databases to track and report on operational metrics, schedule meetings, trainings and contribute to MBRs.
BASIC QUALIFICATIONS
- 2+ years of program or project management experience
- Bachelor's degree or equivalent
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience in program or project management
PREFERRED QUALIFICATIONS
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document