The Books Learning Facilitator is responsible for the training delivery and performance support for all new hires, continuing education, refresher courses, and launch training for the Amazon.com Books organization. The Learning Facilitator will work closely with Customer Service and Risk Management Operations Managers across multiple sites to support ongoing learning and provide awareness for upcoming training initiatives.

The ideal candidate will have a background in facilitation, project management, and driving process improvements across a global network. They will deliver training content, perform small-scale content maintenance, and provide feedback on new content. The person hired for this role must be able to provide a positive learning environment, report on ramp performance and knowledge test results, and promote teamwork as a leader through facilitation, teaching, and coaching. A successful candidate will leverage a deep understanding of adult learning theory and inclusive, instructor-led facilitation (both in-person and remote). They will couple these strengths with A-Z business knowledge to translate business insights and strategies into the knowledge, skills, and capabilities necessary for their learning audience.

Key job responsibilities
Candidates must have the ability to work across multiple locations with the ability to work autonomously and remotely from direct line management and/or peers and colleagues.

In addition, this role seeks both informal and formal feedback on training programs for trend analysis and for the improvement of training programs, as well as the identification of future training opportunities for our global support agents.

Expertise in developing and maintaining business relationships, collaborating with the Instructional Design team, and implementing communication plans are core to this position.

Candidates should possess communication skills, including superior skills in explaining technical topics to novices and collaborating with subject matter experts and managers in one-to-one and one-to-many settings.

Overall, the learning facilitator is responsible for driving high quality training to all global support agents and playing a significant role in the development of a successful, effective global KDP Customer Service team.

About the team
The Books Learning and Performance (L&P) team’s mission is to deliver world-class learning experiences to equip Books employees with the knowledge, skills, and mindset needed to support content providers in achieving their publishing goals. We are committed to preparing employees to meet their business goals by innovating inclusive training solutions that drive professional and personal growth. We proactively dive into cross-functional collaboration to improve the overall organizational effectiveness of the Books organization.