Description

Amazon is seeking a Senior Manager, Learning & Quality to support the Ring Contact Center (CS) organization. This position will 1) Lead the creation and management of the strategic planning for global learning, knowledge assets and quality 2) Own the selection and orchestration of automation leveraging AI to optimize technology 3) Deliver effective design strategy to align organizational vision and core principles of adult learning, knowledge asset structure and quality assurance and 4) Manage of team of leaders to deliver high performance results. This position will lead a team and work across CS and the broader Ring organization, the successful candidate will work closely with Ring operations leaders, third-party partner teams, leadership teams across the Americas, EMEA and Rest of World (ROW), in addition, working closely with the Finance and Technology teams. An extensive background in contact center automation is a must for this new leader to ramp quickly and support the CS Sr Leadership as we continue to automate and leverage AI.

Key job responsibilities

• Develop and deliver strategic vision for learning, quality and knowledge assets

• Select, deploy and optimize automation leveraging AI to improve training modalities, knowledge resources and quality assurance

• Conduct experimentation and adoption of AI implementing new modalities/medias to improve learning for both operational process improvement, as well as technical product support for team members at scale

• Work cross functionally with Ring stakeholders managing multiple learning, quality and content projects effectively

A day in the life

Ring is a fast-paced organization with a variety of innovative products and features. This leader’s day will vary depending upon the time of year, pace of strategy, and the development of the support team. Every day will definitely be a new day to innovate, learn, and develop, both professionally and as a team.

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

Virtual Location - AZ | Virtual Location - FL | Virtual Location - GA | Virtual Location - NC | Virtual Location - PA | Virtual Location - SC | Virtual Location - TX

Basic Qualifications

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

• 5+ years of team management experience

• 5+ years of cross functional project delivery experience

• 5+ years of program or project management experience

• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership

• Bachelor's degree

• Master’s Degree in a related discipline preferred

• 10+ years of work experience in the areas of contact center management, organizational development, automation, training design, knowledge assets and quality

• Strong strategy and design skills, including evaluation methodologies; experience with global design

• Program management skills, including managing details, and keeping multiple tasks/projects on track

• Experience working in a customer contact center environment

• International assignment; experience working diverse geographies

• Cross functional experience in an area outside of training and development

• Familiarity with business, financial and process improvement tools, concepts, and methodologies

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.