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Description

Specialized Payments Customer Service (SPCS) manages and supports a team of CS agents spread across multiple sites that specialize in payment related contacts. This team supports the US (English and Spanish), Canada (English), and the EU5 countries: the UK, Germany, France, Italy, and Spain.

Payment Business Operations has an opening for a Program Manager who thrives in a dynamic, fast-paced environment and has a strong training and development background. This role will be responsible for analyzing, designing, and developing high quality training content for technical and non-technical learning programs for Amazon’s dedicated payment customer support’s global teams.

This role’s primary focus is instructional design, eLearning content development, with secondary focus on curriculum management. This is not a training delivery role, as it does not involve regular classroom delivery of training. You will play a significant role in the development of a successful and effective global support team.

In addition, this role will support with launch readiness for new payment methods, payments escalations resolution and supporting key roadmap initiatives such as international expansion.

Key job responsibilities

Some of the key job functions include:

• Design and develop creative, learner-centered, performance-based training materials in multiple modalities including e-learning, blended learning content, videos, tutorials, etc.

• Lead the development and implementation of new learning models and content design templates

• Develop rapid and agile techniques and processes to create content for a frequently changing environment

• Use curriculum development experience and data to influence prioritization of training materials to improve learner performance

• Develop curriculum using multiple synchronous and asynchronous training modalities, including instructor-led, micro-learning, blended learning, and virtual training materials

• Effectively manage multiple projects and initiatives from analysis to evaluation

• Continuously self-educate on the latest trends and practices in learning

• The ideal candidate will be passionate about the growth and success of Amazon’s dedicated Payment Customer Service teams and our customers.

• Candidates will have experience in designing, developing, and implementing a wide range of large-scale training solutions.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.