Training Manager

Amazon’s Customer Service department is seeking a French Customer Service Senior Trainer to be based in our Customer Service Centre. The successful candidate will be responsible for leading the training team by conducting Training Needs Analyses, Design, Delivery and Evaluation of Training programs for Customer Service France. Training coordination will include communicating with appropriate business owners, Learning and Development Team, other European Trainers, Site Managers and Customer Service Associates to ensure that all trainings are conducted on-time and with sufficient resources and facilities. The Senior Trainer will manager trainers and training support roles such as mentors, training assistants and interim trainers.

This position will also include delivering instructor led training classes for new hires, new skills (cross-training), feature launches, and refreshers as necessary for Amazon. The person hired for this role must be able to manage the learning environment and report on testing results.

The Senior Trainer will also support the development of training materials. This will also include using surveys, quizzes, quality metrics and other available tools to evaluate the effectiveness of training and assess new Associate learning and skill development. In addition, the Senior Trainer will work on special projects related to Amazon and other European training needs and development.

Overall, the Senior Trainer will be responsible for driving the training activities across the French network by ensuring high quality training is provided in all sites.

Basic Qualifications

· Fluent French and English speaking and writing is required.
· Expertise in developing, planning, implementing and assessing training.
· Demonstrated experience developing training material, job aids.
· Excellent communication skills for the purpose of knowledge transfer and skill development.
· Excellent one-to-many and one-to-one communication skills in both classroom and tutorial settings.
· Excellent coordination and organization skills.
· Ability to use multiple learning methods and link appropriate methods with subject matter.
· Knowledge of adult learning and training practices.
· Competent user level of Microsoft Office tools (Word, Excel and PowerPoint)

Preferred Qualifications

· Previous experience in a training role.
· Team management experience.
· Bachelor’s degree or significant college course work, preferably in a communication, education or related field.
· Demonstrated experience developing e-Learning material.
· Training qualifications to Certificate Level would be advantageous.