DESCRIPTION Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
We are looking for a talented Learning and Development Program Manager who is ready to take charge of our model for learning, development, and training for all knowledge content required to support our customer support and field operations staff. This includes but is not limited to building the onboarding, knowledgebase, and training operational business models. This will also include the planning and delivering for our strategies for customer support and be an essential resource for our professional installation and field services network. As one of our valued team members, you will be obsessed with matching our standards for operational excellence with a relentless focus on delighting our customers.
Key job responsibilities
Become a subject matter expert for Amazon customer service processes, Learning, Development, and Training systems
Develop and maintain customer support knowledge base content and the necessary Standard Operating Processes necessary for ongoing Kuiper Customer Support
Implement network and vendor standard training programs for Associates and Team Leaders (i.e., participating in and conducting needs analysis, skills development classes, cross-training, calendar management etc.)
Work to create the internal measurements of learning and training success for Kuiper CS and Field Service operations
Conduct root cause analysis, define corrective actions and ensure they are completed.
Conduct Training sessions with internal and external partners when applicable.
Develop a thorough understanding of customer needs and pain points related to our customer support, both existing and potential.
Develop our Kuiper Customer Support approach to continuous learning implementing Amazon DEI and career progression models where applicable
Develop internal Calibration and Gemba models of addressing process deficiencies
Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
Deliver end-to-end continuous improvement programs, projects and initiatives. Develop and produce metrics and reports leading to improved knowledge base and training completion standards.
Lead Kaizens or auditing activities when necessary to ensure process implementation.
Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
A day in the life
You will lead our efforts to develop the mechanisms, workflows and budget to support our ongoing operations needs. This includes identifying internal and external partnerships and working across Amazon to develop and execute a compelling model of learning management and training. You will support customer support and field service operations to balance our business needs while ensuring we have a properly trained and educated workforce to support our customers.
About the team
The Kuiper Global Development team is focused on launching and operating the Kuiper service across the globe. A successful candidate will be both highly analytical and a hands-on leader able to work extremely effectively in a matrix organization and is adept at understanding how Learning and Development models work in a customer centric organization. We are looking for someone customer obsessed and technology savvy with a proven track record of managing operational teams and leading new initiatives, especially in support of knowledgebase and training related processes.
We are open to hiring candidates to work out of one of the following locations:
Redmond, WA, USA BASIC QUALIFICATIONS - 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
