Training Manager, Shipping and Delivery Support (SDS) Training Team
Amazon
5 - 7 years
Hyderabad
Posted: 06/06/2025
Job Description
At Amazon, our mission is to be the most customer
- centric company on earth.
To achieve this, we need exceptionally talented, driven individuals.
As one of the most recognizable brands globally, Amazon delivers millions of products annually to our loyal customers.
The Shipping & Delivery Support (SDS) Learning Organization within the Ops Empowerment (OE) team is dedicated to creating, maintaining, and delivering training for SDS contact center associates across multiple countries and lines of business.
We are currently seeking a Training Manager to join our India team.
This role is ideal for professionals who thrive in dynamic, fast
- paced environments, with a strong background in contact centers, training, and team management.
As the Training Manager, you will be responsible for coordinating and managing all training initiatives across various workflows, while leading and developing a team of trainers.
You will collaborate closely with Operations Managers, global Training Managers, regional Managers, and Subject Matter Experts (SME) to ensure consistency and effectiveness in training delivery.
We are seeking a team player who can not only lead their own team but also work closely with stakeholders to prioritize and deploy training programs that meet customer needs.
If you’re passionate about learning and love a challenge, we want you on our team!
Key job responsibilities
The role involves managing the development and delivery of complex, medium to large
- scale training programs, often at a site or regional level supporting the IN market.
This includes expert
- level training facilitation, mentoring training specialists, and setting standards for training delivery.
The role also requires ownership of stakeholder communication, gathering feedback, and implementing metrics to measure training success.
As a subject matter expert (SME) in training facilitation, you will proactively identify risks, resolves complex issues, and drives operational efficiencies.
The role includes identifying and sharing best practices, scoping out new metrics and tools, and making data
- driven decisions while considering diverse opinions.
The individual is responsible for increasing efficiency, raising productivity, and reducing costs at a site or regional level.
This includes conducting root cause analysis, identifying program gaps, and driving continuous improvement with stakeholders.
Managers also serve as an escalation point for site
- level decisions, partnering with leadership to address local and regional needs.
Additionally, the role requires effective communication and deep understanding of metrics, analysis, and updates, often delivering detailed narratives to influence business direction.
A day in the life
On any given day, your responsibilities will include but are not limited to:
- Tracking, recording, and reporting training progress to stakeholders.
- Coaching and developing trainers to enhance their skills and effectiveness.
- Identifying and addressing knowledge gaps within the team.
- Collaborating with stakeholders to finalize training needs, durations, and schedules.
- Participating in global projects and attending relevant meetings.
- Ensuring that all training processes are consistently followed and adhered to.
Basic Qualifications
- Completed a bachelor's degree from an accredited university.
- 3 to 5 years of experience managing a team, supporting their success and career growth
- Fluent in both English and Hindi languages, written and spoken
- Ability to collaborate effectively with local stakeholders, SMEs, front
- line managers, and employees.
- Has experience in doing root cause analysis (RCA), and analyze customer needs
- Has proficiency in understanding and reading data
- Proficient in Microsoft Office tools, including Word, Excel, Outlook, and PowerPoint.
- Blue Badge Employee with at least 2 years tenure or more (*for Internal candidates)
Preferred Qualifications
- 3+ years of experience in training delivery within a corporate environment, with a proven track record in planning and implementing effective training programs.
- Learning/training certification in eLearning, and industry certifications in instructional design, curriculum development, performance improvement, project management, or related areas (e.g., CPLP, CPT, PMP).
- Strong knowledge of adult learning theory, training evaluations, and best practices.
- Hands
- on experience in training facilitation in both classroom and virtual settings.
- Experience with Learning Management Systems (LMS) for tracking and measuring training results and learning effectiveness.
- Demonstrated proficiency in eLearning development tools like Captivate, Articulate Studio/Storyline, Camtasia, Adobe Photoshop/Illustrator, or Flash.
- Familiarity with Amazon collaboration tools such as Amazon Workdocs, Quip, Asana, and a solid understanding of KNet/Amazon Learn.
- Experience with Amazon AI tools like Cedric, Partyrock, etc.
- Prior experience in a training and development role, specifically within customer service.
- Proven ability to present to an audience and convey complex information in an engaging and understandable manner.
- Experience developing training materials, job aids, and online tutorials, with a solid understanding of adult learning and training practices.
- Demonstrated ability to work effectively in a cross
- functional, global environment, showing cultural sensitivity and earning trust from stakeholders.
- Excellent written and verbal English and Hindi communication skills.
- Experience in applications such as QuickSight, PowerBI, Tableau, and able to make sense of the data provided by the systems
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how
- we
- hire/accommodations for more information.
If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
About Company
Amazon is a multinational technology and e-commerce company founded by Jeff Bezos in 1994. Initially focused on selling books online, it quickly expanded into a broad range of products and services, including electronics, cloud computing (via Amazon Web Services), streaming, and artificial intelligence. Amazon has revolutionized online shopping with fast delivery, personalized recommendations, and a subscription service called Amazon Prime. It is one of the world's largest and most valuable companies, with a significant impact on retail, technology, and logistics.
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