Description

As a Training Program Manager based at the Mexico City site; you will be responsible for delivering, implementing and administering high quality training programs for technical and non-technical learning programs for Support. This role focuses on program management and co-ordination for New Hire (NH) and Tenured engineers in MEX, you will additionally assist the global program owner build NH mechanisms to improve training experience and business performance. You will play a significant role in the training and development of a successful and effective global support team.

Key job responsibilities

• Coordinate, plan, design, deliver and facilitate Support Engineering (SE) trainings such as new hire, continuing education, launch training for new services, and other SE specific training as needed. This includes classroom and/or remote instructor led training, webinars, and blended instructor-led learning and online self-directed modules or materials.

• Prepare for Training Delivery by granting tool permissions to trainees prior to the class, create Adobe Connect training room, send trainee invites based on training dates communicated by global PM, review the training materials and complete the curriculum preparation.

• Identify knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.

• Monitor, track and report on training completion metrics.

• Establish and maintain subject matter expertise on SE workflows.

About the team

As a member of the AWS Support team; you will be at the forefront of Cloud technologies and the full breadth of AWS services. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The Global Learning team is responsible for providing training resources to ensure learning and development for the AWS Support organization across the entire builder lifecycle.

We are open to hiring candidates to work out of one of the following locations:

Mexico City, DIF, MEX

Basic Qualifications

• Bachelor's degree or equivalent

• 2+ years of program or project management experience

• 2+ years of working cross functionally with tech and non-tech teams experience

• 2+ years of defining and implementing process improvement initiatives using data and metrics experience

• 2+ years of facilitating training or learning & development experiences

Preferred Qualifications

• Experience with SQL

• Experience with Excel