Sr Onboarding & Training Mgr

• 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


• Proficiency in Microsoft Office (e.g., Word, Excel, PowerPoint, etc.)


• 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

At Amazon Middle East & North Africa Customer Service (MENA CS), the
onboarding experience is our commitment to provide a strong start and a path
to success for our new joiners. In this role, you will be responsible for the
design, delivery, and performance of the onboarding and training journey for
all frontline new joiners in Cairo, EG, Amman, JO, and Riyadh, SA.

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 journey. You will
relentlessly seek to understand and prioritize new joiners' needs and success
enablers. You will apply data-driven approaches to validate this
understanding, use deep problem-solving skills to evaluate the
opportunities,and simplify complexity to develop rapidly scale-able
improvements and mechanisms. 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 new joiner experience 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 success 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
* Single-threaded leader: transform strategy into results by taking responsibility for the performance and success of the end-to-end, ‎90-day onboarding journey of customer service associates.
* 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.
* Team leader: people manager to team of training specialists. Manage performance, coach, and ensuring training specialists have the tools and support to build their skills and experience.

• HR or people experience background


• Experience developing training material, job aids and online tutorials


• Proficiency with data analysis


• People management experience