Training Manager, Shipping and Delivery Support
6 days ago
The Shipping & Delivery Support (SDS) Learning Organization within the Ops Empowerment (OE) team is dedicated to creating, maintaining, and delivering training for SDS contact center associates across multiple countries and lines of business. We are currently seeking a Training Manager to join our Japanese team.
This role is ideal for professionals who thrive in dynamic, fast-paced environments, with a strong background in contact centers, training, and team management. As the Training Manager, you will be responsible for coordinating and managing all training initiatives across various workflows, while leading and developing a team of trainers.
You will collaborate closely with Operations Managers, global Training Managers, regional Managers, and Subject Matter Experts (SME) to ensure consistency and effectiveness in training delivery. We are seeking a team player who can not only lead their own team but also work closely with stakeholders to prioritize and deploy training programs that meet customer needs.
If you're passionate about learning and love a challenge, we want you on our team
Key job responsibilities
The role involves managing the development and delivery of complex, medium to large-scale training programs, often at a site or regional level supporting the JP market. This includes expert-level training facilitation, mentoring training specialists, and setting standards for training delivery. The role also requires ownership of stakeholder communication, gathering feedback, and implementing metrics to measure training success.
As a subject matter expert (SME) in training facilitation, you will proactively identify risks, resolve complex issues, and drive operational efficiencies. The role includes identifying and sharing best practices, scoping out new metrics and tools, and making data-driven decisions while considering diverse opinions.
The individual is responsible for increasing efficiency, raising productivity, and reducing costs at a site or regional level. This includes conducting root cause analysis, identifying program gaps, and driving continuous improvement with stakeholders. Managers also serve as an escalation point for site-level decisions, partnering with leadership to address local and regional needs. Additionally, the role requires effective communication and deep understanding of metrics, analysis, and updates, often delivering detailed narratives to influence business direction.
A day in the life
On any given day, your responsibilities will include but are not limited to:
1. Tracking, recording, and reporting training progress to stakeholders.
2. Coaching and developing trainers to enhance their skills and effectiveness.
3. Identifying and addressing knowledge gaps within the team.
4. Collaborating with stakeholders to finalize training needs, durations, and schedules.
5. Participating in global projects and attending relevant meetings.
6. Ensuring that all training processes are consistently followed and adhered to.
Minimum Requirements
1. Completed a bachelor's degree from an accredited university.
2. 3 to 5 years of experience managing a team, supporting their success and career growth.
3. Fluent in both English and Japanese languages, written and spoken.
4. Ability to collaborate effectively with local stakeholders, SMEs, front-line managers, and employees.
5. Experience in root cause analysis (RCA) and analyzing customer needs.
6. Proficiency in understanding and reading data.
7. Proficient in Microsoft Office tools, including Word, Excel, Outlook, and PowerPoint.
8. Blue Badge Employee with at least 2 years tenure or more (*for Internal candidates).
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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