Training Program Manager, Enterprise Support Learning & Development

Would you like join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS?

The AWS Enterprise Support Learning & Development Team is looking for a passionate, innovative, results-oriented Training Program Manager to define and drive the operational training and enablement strategy both regionally and at scale. We provide training products and learning solutions that enable our talented Technical Account Managers (TAM) to deliver services for Enterprise Support customers.

As a Training Program Manager, you would impact the development and delivery of a successful and effective global training strategy. You will innovate on behalf of learners and organizational stakeholders, define the customer outcomes and learning impact that we measure, and ensure TAMs have the resources and knowledge to deliver in their role. You will do this by creating solutions that team members want to adopt, share and improve.

As a member of the worldwide Enterprise Support team, you will work to deeply understand the learner experience and represent the customer in internal discussions. You will own the delivery mechanism (inputs, tools, adoption, inspection, outputs and continuous improvements) while allowing for regional delivery variations. You will contribute to the design and build of the global training roadmap, and will work cross collaboratively with partner teams to set expectations and KPIs, and participate in goal setting across the organization and defining performance based outcomes for global learners.

In this role, you will drive a continuous improvement roadmap and act as a change agent in the organization. You will take large, complex problems and break them down into manageable pieces, then ensure timely delivery of learning solutions. You will assess costs, benefits and ROI; identify and mitigate risks; anticipate and make trade-offs; balance business needs with technical constraints.

The right candidate earns trust through dedicated performance, effective communication skills, and a strong record of delivering results timely and effectively. You should have experience managing global programs for an operational/engineering organization or in a learning role, in large, multi-national, preferably a tech company. The ideal candidate has broad technical skills, IT operations experience, and a deep analytical background. Strong judgement and a demonstrated ability to influence without explicit authority are key to success.

Key job responsibilities

As a Training Program Manager in AWS Support you will:

• Enable transparency and decision-making across AWS leadership by providing communication and clear status of the initiatives you own.
• Bring your expertise, problem solving skills, and creativity to add value to our team.
• Unify distributed efforts and own the plan to deliver quality outcomes for our customers.
• Work across organizations to ensure we continue marrying best-in-class customer experience as new services and features are launched with training programs that enable high quality customer support.
• Define metrics and KPIs to measure success of strategic initiatives and programs and report on their progress.
• Manage programs to scale and improve the learner and TAM experience with our training and enablement offerings.
• Promote regional approaches where applicable.

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.