Training Manager

• Fluent in speaking and writing in both Arabic and English


• Undergraduate degree


• Customer service experience (contact centre operations)


• Customer or people experience design and/or management


• Training experience in an adult learning environment


• Knowledge of adult learning and training practices


• Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).


• Program Management experience.


• Proven ability to work with cross-functional teams
  Do you have what it takes to lead the charge in changing how Amazon trains our
  Customer Service Associates? Amazon Customer Service has been a leader in
  training innovation since its inception, and we’ll be hiring a Training
  Manager to help us to continue to improve our customer service processes,
  align them with customer requirements, operational needs, the Amazon Customer
  Service and Contact Tenets, and ensure exceptional learning environments that
  meet or exceed traditional training.

In this role, you will work backwards from employee experience, collaborating
with global and regional stakeholders to accurately translate Amazon’s mission
to be ‘Earth’s Best Employer’ to the MENA CS onboarding and training journey.
You will create success measures at key touchpoints across the onboarding and
training journey to monitor and report performance.

You must be comfortable working with cross-functional teams in a dynamic
organization, as the role will have inter-dependencies with other teams within
MENA CS. You will work closely with regional teams across Recruitment, Human
Resources, Instructional Design, Program teams, Capacity Planning, and Site
Operations. Global team collaboration will be a key part of your role to
identify and bring in latest innovations and practices. You will establish
strong relationships with key process owners to continuously monitor and
optimize the onboarding and training experience. You will lead the team that
schedules, coordinates, and delivers training and continuous learning.

The right candidate will bring strong customer service operations and people
experience, have a proven track record of continuous improvement and creating
new mechanisms to efficiently track and enhance business performance. You also
must be able to thrive and succeed in an entrepreneurial environment, and not
be hindered by ambiguity or competing priorities. This means you are not only
able to develop and drive high-level strategic initiatives, but can also roll
up your sleeves, dig in and get the job done!

Key job responsibilities

• Performance management: Measure, monitor and report onboarding and training performance, adding relevant KPIs or OKRs to improve business insight.


• Partner and collaborator: Be a reliable, trusted partner and collaborator with relevant stakeholders to review and continuously optimize the touchpoints across the onboarding journey.


• Continuous improvement: Lead continuous improvement programs by collaborating with respective process owners across the onboarding journey to implement improvements.


• Training delivery: conduct ongoing needs analysis, planning, and oversee training programs/projects execution (including new site launches, outsource partner launches, and new marketplace launches). Scope includes new joiner training and ongoing training for tenured site operations employees.
  We are open to hiring candidates to work out of one of the following
  locations:

Cairo, EGY

• HR or people experience background


• Experience developing training material, job aids and online tutorials


• Proficiency with data analysis


• People management experience