Overview:
At Amazon.com we're working to be the most customer-centric company on earth.  To get there, we need exceptionally talented, bright, and driven people.  If you'd like to help us build the place to find and buy anything online, this is your chance to make history.
 
We are looking for an innovative Continuous Improvement professional with Learning and Leadership Development experience to join a newly formed team tasked with building and deploying the platform for developing the next generation of Amazon’s Customer Service leaders. This position will focus on building the Six Sigma/LEAN learning curriculum, which we call our Amazon Customer Excellence System, for front line associates, business leaders and Black Belts. Solutions  must be customer-focused, nimble, leader-led, and global (will be used to develop leaders in the U.S., Costa Rica, India, South Africa and more to come.)
 
This is an individual contributor role on a highly collaborative team and will provide the opportunity to own the end to end design, implementation and management of strategic leadership program that will build strategic thought leaders and process thinkers to help grow and develop a strong leadership pipeline in a high volume, growth organization. This position is located in Seattle and requires travel up to 30%.
 
Critical Responsibilities and Skills:
• Leverage working knowledge of Six Sigma/LEAN to support improvement activity and workshops through consulting, coaching, training and facilitation as required
• Serve as a knowledge leader in program design, implementation, and talent management practices. 
• Responsible for needs analysis, end-to-end design, development, implementation and sustainment plan of programs with the goal to develop knowledge and build skills in Process Improvement, Kaizen, Lean and Six Sigma methodologies as appropriate.  
• Partner with the customer to clarify needs, business goals, and objectives and agree on how to achieve the desired results efficiently and effectively in order to develop solutions that address the root cause(s) of performance gaps rather than symptoms or side effects.
• Form cross-functional project teams, plan and organize, manage, and execute complex performance improvement projects.  Establish sign-off and approval processes for each step of the design process and ensure buy in from the field.
• Educate managers on their role in developing people as an essential part of their jobs.  Design innovative lesson plans and teaching resources that enable leader-led development in the classroom, through one-on-one coaching, and through active ongoing learning.  Develop processes to hold managers accountable for developing talent.
• Produce instructional and performance support materials to support successful leader-led development.  Build leader-led development participation and effectiveness through recruitment, training, coaching, and recognition. 
• Create and deliver train-the-trainer learning sessions as appropriate for the delivery strategy for both experienced trainers and leaders-as-teachers.  Serve as a role model for excellent instructional facilitation and develop those capabilities in others.
• Analyze the audience, content, technologies, operational constraints, and trade-offs associated with selecting the best delivery methods for each objective to optimize design and implementation strategy.
• Continually evaluate solutions not only for quality and business impact, but scalability. Conduct post-learning evaluation to understand successes and improvement opportunities for the designed solution while establishing methods for ensuring both compliance and quality.
• Create and track project plans to design and deliver world-class learning programs leveraging technology where appropriate to extend access, gain efficiency and scalability.

Responsibilities:
• At least 6 years work experience in the areas of training and training design, group facilitation, and leadership development
• Demonstrated  working knowledge of LEAN/Six Sigma principles, rules, systems and tools with  experience supporting improvement activity and workshops through consulting, coaching, training and facilitation as required in a highly customer centric environment.
• Change management and project management experience with a track record of implementing results
• Experience with global implementation of standard training programs with experience designing the solution based on local innovation for global standardization. 
• Superior impromptu speaking, classroom delivery, and group process facilitation skills.
• Applied knowledge of measurement, statistics and program evaluation.
• Program administration skills – this includes organization, managing details, keeping multiple tasks/projects on track, using time well, and doing whatever it takes to deliver reliable results.
• Strong instructional design, program management and facilitation skills and ability to support and mentor others in these domains.
• Demonstrated success working in a team environment on multiple projects with changing priorities with the ability to work both on a team (as member and/or leader) and independently deliver results
• Strong business and HR acumen, including strong problem solving skills, critical thinking, and willingness to be vocally self-critical.
• Outstanding interpersonal and leadership skills; a role model for the use of the concepts and skills we teach and ability to influence across various leadership levels
• BA or BS degree preferred with a strong academic record.

Qualifications:
• Certified Green Belt or Black Belt
• Advanced degree in a relevant field is a plus.

Contact : Courtney Conner (coconner@amazon.com)