Everything we do at Amazon is focused on being "Earth's Most Customer- Centric Company- . We always keep the Customer first and work backwards from there. At the core of this customer centricity is the Amazon Customer Service (CS) organization. The CS Knowledge Management Program consists of domain experts in providing seamless knowledge to both our external as well as internal customers. We are sole owners of knowledge transfer and learning experience and devise competent information architecture solutions that improve the quality, structure and discoverability of Customer as well as CS facing information. Our key focus is to set consistent content standards and design and develop engaging, interactive and informative knowledge resources that equip our Customer Service Associates (CSA) to provide customer centric problem resolution. As strong advocates of Customer experience, we engage with multiple stakeholders to drive solutions that improve or protect these experiences.  We are looking for an experienced Program Manager with proven ability to lead and drive learning and communication strategies to ensure the best customer experience for Amazon India customers. As a Program Manager, you will be responsible for building and driving the best in class customer experience by implementing customer centric communication guidelines and strategy for our Customer Service Associates (CSA) across all medium; Phone, Chat and Email.  KEY PERFORMANCE AREAS:  Lead the analysis, design, development, implementation, and evaluation of training content with specific focus on communication skills, to support Amazon India business.  Conduct thorough Analysis to identify Content/Knowledge gaps and fix them through relevant instructional strategy and interventions.  Build Communication based training solutions that is completely aligned to Amazon's Communication Guidelines and tenets.  Develop content performance support solutions that optimize performance and promote adherence to Amazon Communication Guidelines and Standards.  Assist in the development of standardized content management processes, procedures, and strategies.  Establish a detailed Job Skills Analysis framework for CSAs based on their Job role and core competencies & behaviors  Advocate for the Customer Service associates- needs during new initiative project planning. Partner with multiple stakeholders across functions to propose and advocate for effective customer-centered solutions and to build associates- comfort, confidence and competence in resolving customer issues  Evaluate the effectiveness of the learning programs and learning activities administered. Develop and execute a detailed evaluation strategy and plan which includes all four levels of the Kirkpatrick model; Learner Reaction, Knowledge Acquisition, Behavior Change, and Business Impact/Results.  Measure solution effectiveness and scalability of delivery modalities by using continuous feedback loops and mechanisms to identify gaps and recommend and create scalable learning solutions to improve learner retention, job performance, and the overall employee experience as well as the attainment of business goals.  The ideal candidate will be comfortable in a fast-paced, multi-tasked, high energy environment. They will be an adult learning expert and a creative and analytical problem solver with a passion for excellence in customer service  Basic Qualifications  BASIC QUALIFICATIONS  5+ years- work experience instructional design, Communication Training, Training program/project management.  Bachelor's Degree or equivalent post-secondary degree required in Instructional System Design, Education, Business Administration, or a related field  Experience in assessing performance gaps, analyzing learning needs, designing and developing learning and performance support solutions, facilitating learning activities, and evaluating the effectiveness of learning programs  Experience conducting a job task analysis and developing blended learning programs which include face-to-face instructor-led training, virtual instructor-led training, a-synchronous learning activities, self-paced eLearning, electronic performance support, video demonstrations, software simulations, behavioral simulations and learning games  Ability to develop multiple WW projects with minimal oversight, in a fast-paced, frugal environment with multiple and sometimes changing priorities  Excellent written and verbal communication, interpersonal skills; high quality document and report preparation  Experience working with business and learning technologies including Microsoft Office, eLearning development software like Articulate Studio/Storyline, Adobe Captivate, Adobe Connect, Adobe Photoshop/Illustrator/Premiere & Flash, Microsoft SharePoint, A/V software and A/V equipment  Experience using a Learning Management System (LMS) for hosting, data collection and reporting purposes.  Ability to deliver results in a dynamic and ambiguous environment  Proven effective consulting skills with an ability to drive impact  High attention to detail and accountability  PREFERRED QUALIFICATIONS  Bachelor's Degree in English, Communications, or a related field  Strong organizational design and recruiting skills; proven ability to build high-performance teams quickly  Excellent customer experience intuition; demonstrated success in delivering a world-class customer experience  Strong analytical and quantitative skills; strong bias towards data-based decision making  Excellent communication and persuasion skills; demonstrated success building buy-in for an innovative and bold vision  Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills

Hyderabad

Amazon - Program Manager - Instructional Design 

Amazon - Program Manager - Instructional Design  ,Job Description for Amazon - Program Manager - Instructional Design  in Amazon in  Hyderabad for (6-10) years of experience. Apply Now!

Job Description for Amazon - Program Manager - Instructional Design  in Amazon in  Hyderabad for (6-10) years of experience. Apply Now!