Experienced Senior Learning Specialist – Driving Excellence in Amazon Business Customer Service (ABCS) Learning Delivery

At blithequark, we are committed to delivering exceptional customer experiences through innovative and engaging learning solutions. As a Senior Learning Specialist on our Amazon Business Customer Service (ABCS) Learning Delivery team, you will play a pivotal role in shaping the future of our customer support associates. If you are a passionate educator, a creative problem-solver, and a leader who thrives in a dynamic environment, we invite you to join our team and contribute to our mission of excellence.

About blithequark's ABCS Learning Delivery Team

Our Learning Delivery team is a vibrant community of professionals dedicated to crafting exceptional learning experiences that empower our customer support associates to excel in their roles. As a Senior Learning Specialist, you will be part of a collaborative team that is passionate about innovation, continuous improvement, and delivering results-driven solutions. Our team is committed to fostering a culture of learning, growth, and excellence, and we are seeking a like-minded individual to join our ranks.

Key Responsibilities

As a Senior Learning Specialist, you will be responsible for leading and supporting a team of up to 30 Customer Support Associates, providing an exceptional training experience that encourages long-term success. Your key responsibilities will include:

• Supervising structured learning metrics and overseeing results: You will be responsible for monitoring and analyzing learning metrics to identify areas for improvement and drive business results.
• Managing live performance metrics end-to-end: You will oversee the performance of customer support associates, providing coaching and guidance to ensure they meet or exceed performance expectations.
• Conducting learning sessions and delivering training courses: You will design and deliver training programs that cater to diverse learning styles, including self-directed, instructor-led, virtual, and experiential learning.
• Maintaining data and analysis through reports on Excel: You will be responsible for collecting, analyzing, and reporting data to inform business decisions and drive continuous improvement.
• Ensuring completion of new hire training program, coaching & other performance improvement programs: You will oversee the implementation of new hire training programs, coaching, and performance improvement initiatives to ensure timely completion and effectiveness.
• Partnering with operational stakeholders as a key POC for the Learning Experience team: You will collaborate with operational stakeholders to design and deliver learning experiences that meet business needs and drive results.
• Identifying learning coaches & certifying them: You will identify and certify learning coaches to support the development of customer support associates.
• Leading individual improvement projects to enhance business performance: You will design and lead projects to drive business results, leveraging data and analysis to inform decision-making.
• Driving Quality & Learning metrics: You will oversee the collection and analysis of quality and learning metrics to inform business decisions and drive continuous improvement.
• Conducting chime sessions & Class room sessions to stakeholders: You will design and deliver training programs that cater to diverse learning styles, including self-directed, instructor-led, virtual, and experiential learning.

Essential Qualifications

* 2+ years of experience in training delivery roles: You should have a proven track record of delivering training programs that drive business results.

• 1 year experience in Customer Service or customer service-related work experience: You should have experience working in customer service or a related field, with a strong understanding of customer needs and expectations.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software: You should be proficient in using Microsoft Office Suite and instructional software to design and deliver training programs.
• Highly Accurate and Fluent in Japanese and English: You should be fluent in both Japanese and English, with a strong ability to communicate effectively in both languages.
• Spoken and Written accuracy and fluency with an Japanese and English: You should have excellent spoken and written communication skills in both Japanese and English.
• Flexible to work within a 24/7 x 365 days global team across a variety of time zones: You should be flexible and able to work in a global team that operates across multiple time zones.
• Knowledge of adult learning, content design and facilitation: You should have a strong understanding of adult learning principles, content design, and facilitation techniques.

Preferred Qualifications

* Experience as a trainer, corporate training specialist, or related position: You should have experience working as a trainer, corporate training specialist, or in a related field.

• Project management skills with the ability to supervise multiple projects: You should have project management skills and be able to supervise multiple projects simultaneously.
• Strong ability to multi-task: You should be able to prioritize tasks and manage multiple projects simultaneously.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the growth and development of our employees. As a Senior Learning Specialist, you will have opportunities to:

• Develop your skills and expertise: You will have access to training programs, workshops, and conferences to develop your skills and expertise in learning and development.
• Take on new challenges: You will have opportunities to take on new challenges and responsibilities, including leading projects and initiatives that drive business results.
• Collaborate with a global team: You will work with a global team of professionals who share your passion for learning and development.
• Contribute to a dynamic and innovative work environment: You will be part of a dynamic and innovative work environment that is committed to delivering exceptional customer experiences.

Work Environment and Company Culture

At blithequark, we are committed to creating a work environment that is inclusive, diverse, and supportive. Our company culture is built on the following values:

• Innovation: We are committed to innovation and continuous improvement, always looking for new and better ways to deliver exceptional customer experiences.
• Collaboration: We believe in the power of collaboration and teamwork, working together to achieve common goals and objectives.
• Customer focus: We are committed to delivering exceptional customer experiences, always putting the customer at the heart of everything we do.
• Integrity: We operate with integrity, honesty, and transparency, always doing the right thing, even when it's difficult.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• Salary: A competitive salary that reflects your experience and qualifications.
• Benefits: A comprehensive benefits package that includes health insurance, retirement savings, and paid time off.
• Perks: A range of perks and incentives, including flexible work arrangements, professional development opportunities, and recognition and rewards programs.

How to Apply

If you are a passionate educator, a creative problem-solver, and a leader who thrives in a dynamic environment, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job