Contact Center Manager jobs in United Kingdom

Job ID: 3145445 | Amazon Data Services UK Limited

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, and we’re looking for talented people who want to help. You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

Based in London, UK and reporting to the Manager of Customer Success for APMEA and EURI, the Customer Success Engineer (CSE) will help deliver both internal and external education and training programs. The CSE will collaborate externally with local training institutions, third level educational institutions such as universities and community colleges, local and upper secondary education institutions and providers of vocational training with the goal of creating long term local talent pools. Internally the CSE will collaborate with global colleagues on the Data Center Learning team as well as cluster leadership, Public Policy, Public Relations and Community Engagement specialists, to help create the educational and training mechanisms required to deliver the required talent, training and skills at the right time, in the right location at the right level is to support the operational growth of the cluster.

As a CSE you are the day-to-day voice of Data Center Learning to your internal and external customers, and also the voice of the customers and will represent their needs back into Data Center Learning. You will track key metrics for your clusters, ensure data accuracy, assist in the reporting of these metrics as required, and within Data Center Learning you are the owner of training metrics for your clusters.

• Strategic Planning & Development. In conjunction with local AWS partners, you will develop and execute comprehensive education, pre-skilling and talent pipeline and training readiness strategies aligned with AWS business objectives. Forecast future skill requirements and design programs to meet emerging needs. Build scalable frameworks for program expansion across regions, to align training and development initiatives with AWS's growth trajectory.
• Program Design & Implementation. Design innovative training programs that bridge identified skill gaps. Work with internal partners to create measurable learning pathways for data center operations careers. Implement blended learning solutions incorporating classroom, virtual, and hands-on training. Develop frameworks that support progressive career pathways for your cluster.
• Stakeholder Management & Alliance Building. Build and maintain strategic relationships with key stakeholders across educational institutions, government agencies, and industry partners. Support expansion into new locations by engaging with cluster leadership early and helping them build their training program as the cluster prepares to launch and expand. Facilitate collaboration between multiple stakeholders to achieve program objectives. Manage complex partner relationships and expectations. Create governance structures for multi-stakeholder initiatives. Develop and maintain executive-level relationships with partner organizations.
• Performance Measurement & Analytics: Establish KPI frameworks for DC Learning education and training programs. Implement data collection and analysis processes. Track program effectiveness and return on investment. Conduct regular program assessments and adjustments. Create reporting frameworks for various stakeholder groups.
• Innovation & Continuous Improvement: Research and implement best practices in workforce development. Leverage data analytics to drive program improvements. Identify and test new approaches to talent development. Scale successful initiatives across regions

About AWS

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud

• Experience designing and developing IT or technical training materials and content

• Basic knowledge of the Data Center Learning’s learning management systems (LMS) & Learn.
• Experience with educational technology, learning platforms and developing talent pipelines and career pathways

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.