Principal Learning And Development Leader, Project Kuiper Operations

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 Principal Learning and Development leader who is ready to take charge and is responsible for our model for owning the relationship with the Kuiper Regional Leaders to determine the learning, development, and training for all knowledge content required to support our customer support and field operations staff. This role is responsible for fostering a strong relationship with an assigned customer group by delving into their business challenges, strategically identifying areas where learning initiatives can address problems and, equally crucial, recognizing situations where learning may not be the optimal solution.

This incumbent will be aligning with key stakeholders to establish annual learning priorities, and facilitate ongoing communication to provide updates on priorities, risks, and successes. This will also include being an essential resource for the knowledge content and training delivery for our professional installation and field services network. As one of our valued team members, this role offers a unique opportunity for a skilled professional to shape learning strategies, drive business impact, and contribute to the overall success of the Kuiper organization.

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 global customer centric organization.

We are looking for someone customer obsessed and technology savvy with a proven track record of leading leaders and new initiatives, especially in support of knowledgebase and training related processes. This role will also focus on the skills development, training plans, and execution for Kuiper B2B partners.

Project Kuiper's success requires team builders and leaders who are owners, and who possess the operational spirit needed to both create and support new initiatives. Our leaders solve complex, cutting-edge problems and get things done.

Key job responsibilities

• Cultivate and own relationships with an assigned customer group, serving as the key point of contact for all learning and development matters.

• Conduct in-depth analyses of business problems within the customer group, strategically identifying opportunities for learning solutions and, conversely, recognizing scenarios where learning may not be the optimal remedy.

• Work with content owners and stakeholders to build a training and certification roadmap for complete training around roles and competencies.

• Provide a structured cadence of updates to stakeholders, offering insights into the status of learning priorities, potential risks, and achieved successes.

• Become a subject matter expert for Amazon customer service processes, Learning, Development, and Training systems

• Develop and maintain customer support knowledgebase content and the necessary Standard Operating Processes necessary for ongoing Kuiper Customer Support

• Proactively collaborate with Kuiper Partners and capture requirements in the region that can be developed into scalable training programs; be a voice for the partner team and their partners.

• Implement regional 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 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.

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 team to design and implement 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 Global Development team mission is to plan, develop and execute on strategies to launch and operate Kuiper services globally. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships and fixed service operations in service enabled countries.

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

Arlington, VA, USA | Redmond, WA, USA

BASIC QUALIFICATIONS

7+ years of business operations, program, or project management experience

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

5+ years working with Learning Management Systems.

Bachelor's degree from an accredited university or equivalent experience

PREFERRED QUALIFICATIONS

MBA or graduate degree or relevant experience

Ability to travel as required for appropriate key meetings and forums (around 10% of the time)

Experience working with and delivering training/information to all levels of employees

Evidence of ability to prioritize, manage and complete projects with tight deadlines

Experience in training content development

Experience in utilizing MS Excel

Detail oriented, excellent analytical, verbal, and written communication skills especially narrative writing

Logical thinking and analytical skills, sensitive to data, passion for processes and systems

Strong interpersonal and relationship-building skills to effectively engage with diverse stakeholders.

Excellent negotiation skills, adept at aligning with key stakeholders on learning priorities and resource allocations.

Proactive problem-solving attitude, with a commitment to escalating and resolving barriers in a timely manner.

Lean Six Sigma certification and/or experience

Previous Operations Management experience strongly preferred as well as experience with business intelligence and analytics

Experience working with senior managers in implementing, streamlining, or automating systems and processes

Proven experience in corporate learning and development

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $131,600/year in our lowest geographic market up to $256,000/year in our highest geographic market.

Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.