Payroll Learning and Experience Program Manager

The Global Amazon Payroll Team is seeking a Program Manager to lead our growing Learning and Experience team. This position is responsible for continuous growth within each of these separate programs and, through collaboration with both our internal and external partners, will vastly improve our employee experience through education and ultimately making information more readily available.

Your primary responsibilities within our Learning and Experience team will be to lead the strategy and development of both our training curriculum and learning programs, which are utilized by our internal global Payroll team, internal stakeholders, and employee customers, as well as drive improvement in all Payroll customer experience metrics. Within this role, and part of the Learning side, you will oversee our instructional design and development team that is responsible for our training content and programs.

You will support the team from initial concept and design, then through to implementation, delivery, and measurement. Further, you will continue to drive continuous improvement post launch. From an Experience standpoint, you will own metrics related to How’s My Driving survey results, ticket resolution SLAs and overall ticket reduction. The ability to work cross functionally and to identify areas of need proactively is imperative to the continued growth and success of this program.

Successful candidates will have Learning and Development and/or Customer Service experience, be detail driven, have excellent problem solving abilities, and have successfully developed and managed new programs centered on these areas. You should not only be passionate about delivering extensible, on-time solutions, but should also be obsessed with contributing to the development of high-performance teams through rigorous planning, disciplined attention to performance metrics, continuous process improvement and mentorship. You should have experience working with SME’s across multiple geographies, and using data to advance ideas and influence others. Finally, having a track record of project management in the area of learning and development, thinking big and setting a bold direction for the future is a must.

Role Responsibilities:

· Define and develop the Learning & Experience program strategies and processes to develop the expertise of our internal teams and external partners.
· Lead your team to analyze business needs, prioritize program roadmaps, then design and develop the programs and associated curriculum and training materials to meet those needs.
· Lead your team to measure, evaluate and report on the effectiveness and business impact of your learning programs and employee experience initiatives.
· Drive innovation and break through improvements in your team’s processes and practices.
· Identify the tools and technology choices that will provide ways to scale your programs and improve learning effectiveness and employee experience
· Partner with other Amazon training teams to leverage existing content and programs.
· Work with operations teams to drive improvements in all customer experience metrics
· Create and manage the communication strategy for promoting and highlighting your strategy, priorities, and the status of your team’s roadmaps.
· Lead your team to manage multiple projects and programs concurrently.
· Hire, develop and support the training and professional growth of your own team members.