Are you People Obsessed, passionate about growing resilient, bar-raising talent that evolves with business needs? Fearless? Not afraid to ask audacious questions to ignite potential? The Amazon Selling Partner Support Training Delivery team is the place for you! The Selling Partner Support business, and its many thousands of contact center Associates globally, is critical to the success of several Amazon services, including Marketplace, Fulfillment by Amazon, Global Selling, and B2B. We enable Sellers large and small to delight customers in unexpected ways, helping them build their businesses, and compete across the globe.
We cannot support our Sellers without first engaging our Associates. We believe every employee interaction builds trust, increases performance and drives engagement to enable extraordinary Seller experiences. We’re looking for a Japan Training Manager for our Seller Support Training Delivery team who feels the same way.
Engage. Scale. Amplify.
The Training Delivery team is responsible for some of the first interactions Associates have with Amazon, and the team continues to engage, support and develop Associates throughout the entirety of their Amazon lifecycle. A Training Manager knows how to create and communicate a training philosophy and vision that will affect change through engaged leadership. They understand the future direction of the business and adapt the training delivery strategy accordingly. They collaborate with their regional team to generate innovative solutions to challenging business problems. And they champion the voice of the Associates to shape our business on behalf of our Sellers.
We cannot act alone to improve the Associate and Seller experience. The Training Manager proactively aligns stakeholders, capabilities, and resources to achieve complex objectives quickly. They display a strong customer focus and ability to effectively build relationships, earn trust, and establish credibility. The leader cultivates strong partnerships across the organization to ensure we are balancing Associate, Seller and Amazon needs. They are a strong communicator cross-functionally, cross-culturally and across levels, working closely with site managers, outsource partners and senior leaders to meet business needs.
The Training Manager is committed to fostering a positive team environment where challenge is expected and fearlessness is celebrated. Our bar is high; we don’t suffer mediocrity. The Training Manager feels a great deal of ownership, strives to make themselves better, and can bring out the very best in their peers and their team.
Japan Training Manager will be responsible for the coordination, execution and implementation of all learning programs used to train new hire and existing Seller Support Associates in Japan. S/he will partner with APAC Regional Learning and Performance Manager to ensure delivery of needed learning interventions, manage trainers and support their development, track delivery through the LMS, maintain and communicate performance metrics reporting and track associate performance to ensure continuous improvement.
S/he will develop an active partnership with senior leaders across the Japan Operations organization to coordinate and schedule training and drive consistencies in performance, consult with Capacity Planning, Workflow Management and Site Leaders to determine specific training requirements and provide resources to meet the workforce training needs of the business.
§ Hire, manage, coach, assess and develop the Japan Selling Partner Support trainers and coordinate their work
§ Plan, schedule, and coordinate all required Associate training for Japan sites
§ Train, assess, coach and develop Auxiliary Trainers and coordinate their work
§ Provide reports and statistics on Specialty- and Site-specific training performance against goals
§ Partner with Japan Site Leadership to ensure that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology for strategic training initiatives
§ Team with Japan Site Leadership to drive Global Associate Learning and Performance Team strategy, infrastructure, best practices and continuous improvement
§ Ensure complete, accurate and timely data collection and communication by trainers
§ Administer the LMS for the site
§ Deliver training as needed - up to 10%.
§ Lead by example, modeling Amazon’s leadership principles
§ Successful experience managing a team in a multinational organization
§ Experience in a technical training role
§ Experience in contact center management or training
§ Learning/training certification a plus
§ Business level English, fluent in reading, writing and speaking
§ Native level Japanese
§ Three years successful experience as a people manager
§ Skilled in assessing, teaching and coaching training skills
§ High level of adaptability, flexibility and effectiveness in handling multiple priorities simultaneously
§ Exceptional communication skills: must be a poised, confident and engaging presenter of a wide variety of topics in a range of settings, including delivering to large and remote audiences
§ Excellent written skills: must be able to write a variety of documents, including: proposals, reports, training course outlines and content, written tests/assessments and other documents necessary for training department management
§ Adult learning methodology expertise, including delivery, assessment, evaluation and how to maximize the assimilation and retention level of the audience
§ Exceptional relationship-building and influencing skills and the ability to lead a functional organization without direct authority
§ Ability to collaborate with a range of business partners, including instructional designers, subject matter experts and other business partners in strategic planning, training development & delivery, team expansion, management and development
§ Proficiency in training technologies such as LMS systems, e-learning, and distance learning
§ Proficiency in MS Office: Word, Excel, Visio, PowerPoint, and Outlook
§ Demonstrated knowledge of adult learning and training practices especially in technical support contexts
§ Skilled in use of training technology for delivery and use of technology for development of training materials and general work deliverables
§ Bachelor degree in related filed