Amazon - Senior Manager - Learning & Development

We are looking for an innovative and experienced senior leader to implement our learning and development strategy and roadmap for developing our Customer Service leaders across the Asia Pacific & Middle East (APCAC-ME). This role entails providing strong leadership and direction to senior leaders in the APAC-ME. The role will assess needs and challenges and formulate and implement the strategy for learning and development initiatives supporting Customer Service leaders in the APAC-ME region.

This role will lead, engage, and manage a team of five Learning & Development (L&D) Business Partners and one L&D Program Manager. This team will develop Customer Service leaders through hands-on design and facilitation of strategic learning initiatives and offerings. This role will be based at an APAC-ME Customer Service site, in India (Hyderabad), and will require 30% travel. The role reports to the Senior Manager Global Learning & Development Worldwide Customer Service.

If you thrive in a challenging and fast-paced environment, this is the place for you. We look for individuals who can think strategically, as well as, roll up their sleeves and dive deep into practical application. The person in this role must be able to get things done through partnership, influence and perseverance, working with Customer Service Operations business leaders and HR leaders across the APAC-ME region.

Critical Responsibilities and Skills:

- Serve as the single threaded leader for Customer Service learning and talent development for the APCAC-ME region. Maintain strong relationships with all stakeholders in the region.

- Create and implement the L&D strategy and annual roadmap for Customer Service in the APAC-ME.

- Influence leaders and stakeholders at the senior level; demonstrate effective consulting and coaching skills, with an ability to influence in all directions and at all levels.

- Engage multiple stakeholders and drive alignment and action towards goals.

- Design and implement LD programs; produce instructional materials and performance support materials; design evaluation methods to determine impact of program.

- Assist in implementing the annual needs assessment to determine the leadership development skills needed in the region.

- Create and implement effective change management processes.

- Provide leadership development coaching to senior Customer Service leaders.

- Collect, analyze, and communicate meaningful learning metrics through written Quarterly Business Reviews.

- Deliver results with little supervision in a dynamic and often ambiguous environment.

- Communicate clearly and concisely, including interpersonal and written communications.

- Demonstrate excellent classroom and virtual facilitation skills.

BASIC QUALIFICATIONS :

- Master's degree in Instructional Systems Design, Adult Learning, Learning & Development, HR or a related discipline.

- 10+ years' experience in the areas of management and leadership development, organization development, learning and development, group facilitation, training and training design; or equivalent business experience.

- 5+ years work experience of direct people management.

- Experience in influencing and coaching senior leaders/stakeholders.

- Strong instructional design skills, including evaluation methodologies; experience with global design.

- Program management skills, including managing details, and keeping multiple tasks/projects on track.

- Excellent verbal, written interpersonal communication skills with the ability to influence peers and leaders.

- Strong analytical skills and experience using and presenting data to make decisions.

PREFERRED QUALIFICATIONS :

- International assignment; experience working in a different country.

- Cross functional experience in an area outside of training and development.

- Outstanding interpersonal and leadership skills; role model for learning and development leaders.

- Proven experience in implementing innovative learning and development solutions within a fast-paced global environment.

- Executive coaching certification.

- Familiarity with business, financial and process improvement tools, concepts and methodologies.

- Experience working in a customer center environment.

- Excited about working in a diverse group and contributing to an inclusive culture.

We are committed to a diverse and inclusive workplace. We are an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.