DESCRIPTION
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. 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. BASIC QUALIFICATIONS Experience in program or project management.Experience using data and metrics to determine and drive improvements.Experience owning program strategy, end to end delivery, and communicating results to senior leadership. PREFERRED QUALIFICATIONS Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field.Experience leading process improvements.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
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