Learning Delivery Manager, CSX Learning Delivery

Amazon is seeking a Learning Delivery Manager based in Bogotá, Colombia (remote) to lead the end-to-end delivery of training programs for Customer Service Associates, covering new hire onboarding, up-skilling, and cross-skilling across multiple languages. You'll manage a team of 8-12 Trainers, ensuring they are supported, developed, and set up to deliver exceptional learning experiences. This role is currently remote. The work location is subject to change based on evolving business needs, and candidates should be open to transitioning to an on-site model if required.
What makes this role different is its scope and pace. You're not designing curricula or delivering training yourself; you're leading a training operation across a multilingual environment where hiring and training demand are consistently high throughout the year. You'll own trainer resource planning, drive training quality through data across quality, productivity, and learner sentiment metrics, and partner cross-functionally with operations, workforce planning, and quality teams to make sure training is aligned with what the business needs.
You'll also be at the forefront of how AI and technology are shaping the future of training delivery, leading your team through the adoption of new tools and ensuring they're agile and effective as the landscape evolves.
If you thrive in fast-moving environments, enjoy solving complex problems, and genuinely care about developing the people around you, this role was built for you.

Key job responsibilities
Setting the training strategy: You'll shape and drive the training approach for your assigned language hubs, covering new hire onboarding, up-skilling, and cross-skilling programs. You'll make sure programs are consistent, scalable, and built to grow with the business. You'll work in environments where not everything is clearly defined, and you'll be expected to take strategic direction and turn it into plans that teams can execute.
Building and delivering great training programs: You'll lead the delivery of training programs that have a real impact on the business. That includes influencing the content, ensuring it stays current and relevant, and making sure the people delivering it, your Trainers, are skilled, prepared, and continuously improving. You'll observe training sessions regularly and provide coaching that's honest, specific, and actionable.
Managing trainer resources: You'll ensure there are enough trained Trainers to meet demand year-round across multiple languages. That includes assessing resource needs, managing schedules across multiple concurrent classes, and when needed, leading the process of bringing additional Trainers onto the team and getting them ready to deliver.
Collaborating across the business: This role requires you to work closely with a wide range of teams, operations, content design, workforce planning, quality, and others, to make sure training is aligned with what the business needs. You'll be a key connector between leadership's vision and what's happening on the ground, and you'll need to communicate clearly and adapt your style to work effectively with people across different functions, locations, and cultures.
Using data to drive decisions: You'll regularly review performance data to understand how associates are progressing across all training programs, how training quality is holding up, and where there are opportunities to improve. You'll track quality, productivity, and learner sentiment metrics to tell a clear story and make informed decisions, not just to report numbers.
Solving problems and driving improvement: You'll proactively identify risks before they become issues, establish clear processes and standards for your programs, and continuously look for ways to make training more efficient and effective. You're also expected to stay current with emerging tools and technologies, including AI-enabled platforms, and find ways to put them to work.


A day in the life
You're the person who makes sure that when someone walks in on their first day, wherever in the world may be, everything is ready for them to succeed.
Your days often start with a pulse check on how current training classes are going across your language hubs. Because your trainers, new hires, and collaborators may be spread across different countries and time zones, your day is shaped as much by geography as it is by priorities. A conversation with a trainer in one location might happen first thing in the morning your time; a check-in with a colleague in another country might wrap up your afternoon. You get good at reading the rhythm of a global team and making sure no one feels out of the loop just because they're in a different time zone.
A big part of your week is spent working across teams: operations, workforce planning, quality, learning design, recruiting, to make sure training is aligned with what the business needs, especially when hiring ramps up. You're the bridge between what leadership is asking for and what can realistically be delivered on the ground. That means being clear, direct, and adaptable in how you communicate, because the people you work with bring different working styles, cultural contexts, and expectations to the table.
Beyond managing existing trainers, you may also be involved in identifying and bringing new trainers onto the team, helping to select the right people and supporting their onboarding so they're ready to deliver from day one. It's part of the role that goes beyond the day-to-day and speaks about how much you invest in the people around you.
Data is also a big part of how you work. You're comfortable navigating multiple dashboards and reporting tools to track how training is landing, whether that's looking at how quickly new hires are reaching proficiency, spotting a dip in quality scores before it becomes a trend, or pulling together insights to share with leadership. You don't just collect numbers; you use them to tell a story and make decisions. If data makes you curious rather than anxious, you'll feel right at home.
You also spend time on the details: observing live training sessions, coaching trainers with honest and specific feedback, and making sure the content new hires are learning reflects the latest changes from the business. Some days you're solving a scheduling puzzle across multiple classes running at the same time. Other days you're flagging a risk before it becomes a problem or rethinking a process that isn't working as well as it should.
No two days are identical, but the through line is always the same: you care about getting new hires off to a strong start, and you're willing to do strategic and hands-on work across borders, time zones, and cultures to make that happen.

About the team
Our mission is rooted in a simple but clear belief: every customer deserves a convenient, high-quality, and genuinely delightful experience — every time, across every channel.
That's the standard we train toward. Our team exists to make sure that every new hire in every store we support is ready to deliver on that promise from day one. The gap between someone's first day and the moment they're truly ready to serve a customer well, that's the problem we exist to close.
We support training delivery across more than 20 countries and in over a dozen languages — English, Spanish, French, German, Italian, Portuguese, Arabic, Hindi, Japanese, Chinese, and more. The people we train go on to serve millions of customers around the world, and the quality of those interactions starts with us.
As a member of this team, you'll work alongside trainers, learning professionals, and operational partners spread across the globe. You'll bring your expertise to a team that values directness, curiosity, and a genuine commitment to doing the work well, not just checking boxes.

We move fast, hold the bar high, and take the craft of learning seriously. If that sounds like the kind of team you want to be part of, we'd love to hear from you. Basic Qualifications: - 5+ years of managing teams experience
- Knowledge of adult learning principles
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management
- Experience developing or delivering training programs across multiple sites or regions
- Proven track record of running end-to-end training programs in fast-paced, high-volume environments
- Comfortable navigating dashboards, reporting tools, and performance data to drive informed decisions
- Bilingual fluency (English and Spanish, or English and Portuguese) spoken and written Preferred Qualifications: - Bachelor's degree in management, business administration, economics, engineering, marketing, or 5+ years of customer service experience
- Experience managing training programs
- Experience rapidly growing an organization and attracting, hiring, and maintaining top talent
- Experience influencing multiple stakeholders and leading cross functional teams across geographies and business units
- Experience with analytical tools and ability to dive deep into metrics and reporting
- Experience managing large teams across multiple locations and languages
- Experience working in a fast-paced and ambiguous environment, or experience communicating complex information and solutions to senior stakeholders and influencing decisions
- Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
- Familiarity with AI-powered training tools and learning management systems
- Experience navigating change management and helping teams adopt new technologies
- Trilingual fluency in English, Spanish, and Portuguese

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.