Sr. Leadership Development Specialist Customer Service (Latin America)
We are looking for an innovative and experienced leadership development leader to implement our strategy and roadmap on developing Amazon’s Customer Service leaders in Latin America.
This position is located in San Jose, Costa Rica, and requires travel up to 30%.
Critical Responsibilities and Skills :
Create and implement the Leadership Development strategy and annual roadmap for Customer Service in Latin America.
Influence leaders and stakeholders at the senior level; demonstrate effective consulting and coaching skills, with an ability to influence in all directions and at all levels.
Design and implement Leadership Development 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 Leadership Development skills needed in the region.
Create and implement effective change management processes.
Provide leadership development coaching to senior Customer Service leaders.
Collect, report, and analyze meaningful LD 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 and HR acumen, including strong problem solving skills, critical thinking, and a willingness to be vocally self-critical.
May include manager responsibilities of up to 1 direct report.
Basic Qualifications :
7+ 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 and coaching senior leaders / stakeholders.
Strong instructional design skills, including evaluation methodologies; experience with global design.
Program management skills, including managing details, and keeping multiple tasks / projects on track.
Strong verbal, written, and interpersonal communication abilities.
Strong 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.
Preferred Qualifications :
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