Senior Program Manager, Agent Certification, Agent Development

1 month ago

Seattle, United States Amazon Full time

Are you interested in shaping the future of training and development for thousands of Selling Partner Support associates worldwide?

The Selling Partner Services Agent Development team is seeking a Senior Program Manager to lead our Agent Certification Program from strategic roadmap creation to change management and implementation. This role will be pivotal in ensuring that all associates interacting with our selling partners are production-ready and meet specific performance criteria before entering production, thus enhancing the overall Selling Partner experience. If you love operating as a strategic leader and thoughtful change manager, we’d love to talk to you.

Key job responsibilities
Strategic Leadership: Develop and implement the strategic roadmap for the New Hire Certification Program. Drive change management and ensure smooth implementation of program initiatives.

Program Management: Establish a standardized certification framework for new hires, consisting of four key stages: end of training certification, ramp production certification, upskill training certification, and upskill ramp certification. Conduct pilots and scale up the certification mechanism worldwide.

Data-Driven Decision Making: Analyze performance data to identify associates who require additional operational and training support. Build data insights to analyze and isolate issues, develop solutions, and prioritize opportunities. Communicate and iterate on a comprehensive set of metrics to measure the performance of learners and training impact.

Stakeholder Management: Engage with stakeholders across levels and geographies to gather input and feedback. Report New Hire (NH) performance in the Monthly Program Review against operational metrics and deep dive misses. Coordinate path to green (PTG) action plans with internal and external stakeholders.

Continuous Improvement: Proactively partner with Operations to uncover top defects post-ramp and work with Learning Experience Design (LXD) and Training Delivery (TD) on initiatives to drive down defects. Initiate a closed-loop mechanism with TD/LXD to inspect survey and assessment findings and actions that tie to program-level performance.

About the team
The WW Selling Partner Services (SPS) vision is to enable every brand – from the small business with an idea to the large, multi-national corporation – to be able to thrive and grow into a global selling success. Our vision is not meant to encompass everything that we may do in the near-term, but it articulates a point of view on what we will prioritize and where we want to go over the long term.

The WW SPS Agent Development (AD) develops and delivers learning experiences and technology to enable Associates, Investigators and Analysts to achieve the right outcomes for our Buyers and Selling Partners.

- 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

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