Senior L&D Business Partner, Customer Service

5 or more years of work experience in the areas of management and leadership development, organization development, group facilitation, training and training design; or equivalent business experience.
- Experience in influencing senior leaders/stakeholders.
- Hands-on experience and knowledge in instructional design skills, including evaluation methodologies; experience with global design.
- Program management skills, including managing details, and keeping multiple tasks/projects on track.
- English language fluency (spoken and written).
- Demonstrated analytical skills and experience using and presenting data to make decisions.
- BA or BS degree in a relevant field such as business, education, instructional design, organizational development; or equivalent experience.
Job summary

We are looking for an innovative and experienced Leadership Development (L&D) leader to implement our strategy and roadmap on developing Amazon's Customer Service (CS) leaders in the Latin America (Costa Rica, Mexico, Brazil, and Colombia).
This position is located preferably in Costa Rica or alternately in one of the other supported countries.
It requires travel up to 30%.
Critical Responsibilities and Skills:

- Create and implement the L&D strategy and annual roadmap for Customer Service in Latin America.
- Influence leaders and stakeholders at the senior level (including director level); demonstrate effective consulting skills, with an ability to influence in all directions and at all levels.
- Design and implement L&D programs; produce instructional materials and performance support materials; design evaluation methods to determine impact of program.
- Assist in implementing the annual needs analysis to determine the L&D skills needed in the region.
- Create and implement effective change management processes.
- Provide leadership development coaching to senior CS leaders.
- Collect, report, and analyze meaningful L&D metrics.
- Deliver results with little supervision in a dynamic and often ambiguous environment.
- Exhibit superior communication skills including interpersonal communication, written communications and classroom and virtual facilitation skills.
- Demonstrate strong business acumen, including problem solving skills, critical thinking, and a willingness to be vocally self-critical.
Key job responsibilities
- Stakeholder Management - Meet regularly with Senior stakeholders, contribute to written documentation for quarterly business reviews (QBRs) and leadership summits, and develop custom programs for local teams as needed.
- L&D Program Management & Instructional Design - As owner of one or more L&D programs, contribute to quarterly program reviews (QPRs) including program completion metrics and how learner feedback is influencing program updates.
- Facilitation - Facilitate existing L&D programs as well as custom or ad hoc programs to meet local needs.
A day in the life

In an average day, this role might start the day by attending a conference call with other LDBPs or Program Managers around the world, then may deliver leader development training (such as Leading Through Change) for a group of Customer Service Leaders.
On another day, they might write a narrative document for a Quarterly Business Review meeting to influence senior leaders to focus more on leader development.
And on any day, they may also be developing a new leader development program based on an emerging need in the organization.
About the team

The Sr. L&D Business Partner (LDBP) is part of a worldwide network of LDBPs and the worldwide Customer Service Learning & Talent Development team.
This team considers leaders our customers and works backward from those customer needs to develop innovative and scalable leader development programs.
- Master's Degree in a related discipline.
- Executive coaching experience.
- International assignment; experience working in a different country.
- Cross functional experience in an area outside of training and development.
- Familiarity with business, financial and process improvement tools, concepts and methodologies.
- Experience working in a customer center environment.