Learning Experience Program Manager II, Trustworthy Shopping Experience (TSE)

We are seeking an experienced Learning Experience Program Manager (LX PM)to join the Customer Trust Training (CTT) team specifically supporting the Selling Experience Partner Operations (SEPO) Learning Experience Design team. This pivotal role will focus on driving learning excellence through data-driven insights for curriculum development enhancements and performance optimization. The position requires managing performance insights to improve decision quality and leading key learner experience initiatives to support SEPO Investigators worldwide. The LX PM will concentrate on three primary areas: first partnering with Operations TRACE Product and Business teams to understand training needs and devise solutions while serving as a consulting partner; second collaborating with Ops and Learner Performance teams to analyze trending defects and define corrective and preventive measures from a training content perspective; and third managing key business priorities from stakeholders overseeing the project portfolio and intake process and maintenance cycle management for Learning Experience Design. The ideal candidate should possess strong analytical skills program management expertise and the ability to work effectively across multiple teams and stakeholders while maintaining a focus on improving learning outcomes and operational efficiency.

Key job responsibilities
Strategic Learning Design & Consultation
Partner with Operations TRACE Product and Business teams to assess training needs
Lead planning the design development and implementation of comprehensive learning solutions
Serve as primary consulting partner for training initiatives

Performance Analysis & Improvement
Design and manage learner progression paths from onboarding through advanced skills
Implement statistical-based toll-gates and success criteria
Analyze training effectiveness using data-driven insights
Partner with Operations to address trending defects through training solutions

Program Management
Lead curriculum evaluation and maintenance governance
Manage project portfolio and intake process
Drive defect reduction initiatives
Oversee maintenance cycle management for Learning Experience Design

Quality Assurance & Reporting
Conduct deep-dive analyses of executive escalations
Develop and implement corrective and preventive measures
Prepare monthly flash reports on program effectiveness
Track and report key performance metrics


About the team
The mission of the Customer Trust Training team (CTT) is to protect Amazon customers by ensuring that all Investigators are able to deliver on our high-performance bar following completion of training on a new skill or learning path. Our primary responsibility is to create and deliver process training across all Investigator populations including new hire core upskill cross-skill cross-vertical specialty queue trainings. Additionally we also support change management and defect reduction training solutions as required by specific business units. Within CTT there are three primary teams and Learning Experience Design (LXD) Training Delivery (TD) and Learner Performance (LP).

- 3 years of program or project management experience
- 3 years of working cross functionally with tech and non-tech teams experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelors degree
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 5 years of experience in training or instructional design core works

- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Experience building processes project management and schedules
- 3 years of communicating with and presenting to executive and senior audiences experience

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