Sr Onboarding
2 weeks ago
Fluent in speaking and writing in both Arabic and English
- Undergraduate degree
- Customer service experience (contact centre operations)
- Customer or people experience design and/or management
- Training experience in an adult learning environment
- Knowledge of adult learning and training practices
- Proficiency in Microsoft Office (e.g., Word, Excel, PowerPoint, etc.)
- Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
- Program Management experience.
- Proven ability to work with cross-functional teams
Job summary
At Amazon Middle East & North Africa Customer Service (MENA CS), the onboarding experience is our commitment to provide a strong start and a path to success for our new joiners. In this role, you will be responsible for the design, delivery, and performance of the onboarding and training journey for all frontline new joiners in Cairo, EG, Amman, JO, and Riyadh, SA.
You must be comfortable working with cross-functional teams in a dynamic organization, as the new joiner experience will have inter-dependencies with other teams within MENA CS. You will work closely with regional teams across Recruitment, Human Resources, Instructional Design, Program teams, Capacity Planning, and Site Operations. Global team collaboration will be a key part of your role to identify and bring in latest innovations and practices. You will establish strong relationships with key process owners to continuously monitor and optimize the onboarding and training experience. You will lead the team that schedules, coordinates, and delivers training and continuous learning.
Key job responsibilities
- Single-threaded leader: transform strategy into results by taking responsibility for the performance and success of the end-to-end, 90-day onboarding journey of customer service associates.
- Performance management: Measure, monitor and report onboarding and training performance, adding relevant KPIs or OKRs to improve business insight.
- Partner and collaborator: Be a reliable, trusted partner and collaborator with relevant stakeholders to review and continuously optimize the touchpoints across the onboarding journey.
- Continuous improvement: Lead continuous improvement programs by collaborating with respective process owners across the onboarding journey to implement improvements.
- Training delivery: conduct ongoing needs analysis, planning, and oversee training programs/projects execution (including new site launches, outsource partner launches, and new marketplace launches). Scope includes new joiner training and ongoing training for tenured site operations employees.
- Team leader: people manager to team of training specialists. Manage performance, coach, and ensuring training specialists have the tools and support to build their skills and experience.
- HR or people experience background
- Experience developing training material, job aids and online tutorials
- Proficiency with data analysis
- People management experience
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