Senior Learning Specialist - Amazon Business Customer Service

Unlock Your Potential and Shape the Future of Customer Service with Us! We're seeking a highly skilled and innovative Senior Learning Specialist to join our Amazon Business Customer Service (ABCS) Learning Delivery team. As a key member of our team, you will play a vital role in delivering exceptional training experiences that drive long-term success and growth.

Our remote office offers a state-of-the-art and comfortable workspace, and we're committed to providing a competitive salary, comprehensive benefits, and a collaborative environment that fosters professional development and innovation.

Job Description

We're looking for a seasoned Learning Specialist who is passionate about creating optimal adult learning environments, both in-person and virtually. As a Senior Learning Specialist, you will lead and support a team of up to 30 Customer Support Associates, providing coaching, development, performance management, and engagement opportunities that drive success.

Your primary focus will be on delivering diverse training programs, including self-directed, instructor-led, virtual, and experiential learning experiences. You will utilize quantitative and qualitative data to identify training and coaching needs, and leverage effective training techniques to engage associates and manage learning sessions.

As a Senior Learning Specialist, you will be an expert in articulating the Amazon mission, Contact Tenets, and Leadership Principles, and will drive initiatives and programs that continuously improve the training experience. Your key responsibilities will include:

• Supervising structured learning metrics and overseeing results for assigned territories and regions
• Managing live performance metrics end-to-end for assigned territories
• Conducting learning sessions on new processes and delivering various training courses
• Maintaining data and analysis through reports on Excel (as per business requirements)
• Ensuring completion of new hire training programs, coaching, and other performance improvement programs on time
• Partnering with operational stakeholders as a key point of contact for the Learning Experience team
• Identifying and certifying learning coaches
• Leading individual improvement projects to enhance business performance
• Driving quality and learning metrics
• Conducting chime sessions and classroom sessions for stakeholders

Basic Qualifications

• 2+ years of experience in training delivery roles
• 1 year of experience in Customer Service or customer service-related work experience
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Highly accurate and fluent in Japanese and English (spoken and written)
• Flexible to work within a 24/7 x 365 days global team across various time zones
• Knowledge of adult learning, content design, and facilitation

Preferred Qualifications

• Experience as a trainer, corporate training specialist, or related position
• Project management skills with the ability to supervise multiple projects
• Strong ability to multi-task

Join Our Team!

This is a fantastic opportunity to grow your career with a dynamic and innovative company. If you have the skills and passion we're looking for, please submit your application today.

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