Job Description

DESCRIPTION

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We are seeking an experienced Learning Experience Program Manager (LX PM)to join the Customer Trust Training (CTT) team, specifically supporting the Selling Experience Partner Operations (SEPO) Learning Experience Design team. This pivotal role will focus on driving learning excellence through data-driven insights for curriculum development, enhancements, and performance optimization. The position requires managing performance insights to improve decision quality and leading key learner experience initiatives to support SEPO Investigators worldwide. The LX PM will concentrate on three primary areas: first, partnering with Operations, TRACE, Product, and Business teams to understand training needs and devise solutions while serving as a consulting partner; second, collaborating with Ops and Learner Performance teams to analyze trending defects and define corrective and preventive measures from a training content perspective; and third, managing key business priorities from stakeholders, overseeing the project portfolio and intake process, and maintenance cycle management for Learning Experience Design. The ideal candidate should possess strong analytical skills, program management expertise, and the ability to work effectively across multiple teams and stakeholders while maintaining a focus on improving learning outcomes and operational efficiency.



Key job responsibilities

Strategic Learning Design & Consultation

Partner with Operations, TRACE, Product, and Business teams to assess training needs Lead planning the design, development, and implementation of comprehensive learning solutions Serve as primary consulting partner for training initiatives


Performance Analysis & Improvement

Design and manage learner progression paths from onboarding through advanced skills Implement statistical-based toll-gates and success criteria Analyze training effectiveness using data-driven insights Partner with Operations to address trending defects through training solutions


Program Management

Lead curriculum evaluation and maintenance governance Manage project portfolio and intake process Drive defect reduction initiatives Oversee maintenance cycle management for Learning Experience Design


Quality Assurance & Reporting

Conduct deep-dive analyses of executive escalations Develop and implement corrective and preventive measures Prepare monthly flash reports on program effectiveness Track and report key performance metrics


About the team

The mission of the Customer Trust Training team (CTT) is to protect Amazon customers by ensuring that all Investigators are able to deliver on our high-performance bar following completion of training on a new skill or learning path. Our primary responsibility is to create and deliver process training across all Investigator populations, including new hire core, upskill, cross-skill, cross-vertical, specialty queue trainings. Additionally, we also support change management and defect reduction training solutions as required by specific business units. Within CTT, there are three primary teams--, and Learning Experience Design (LXD), Training Delivery (TD), and Learner Performance (LP).

BASIC QUALIFICATIONS

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3+ years of program or project management experience 3+ years of working cross functionally with tech and non-tech teams experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Bachelor's degree Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to determine improvements 5+ years of experience in training or instructional design core works

PREFERRED QUALIFICATIONS

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3+ years of driving end to end delivery, and communicating results to senior leadership experience 3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience building processes, project management, and schedules 3+ years of communicating with and presenting to executive and senior audiences experience


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