Senior L&d Business Partner, Customer Service

hace 2 semanas


Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

5 or more 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 senior leaders/stakeholders.
- Hands-on experience and knowledge in instructional design skills, including evaluation methodologies; experience with global design.
- Program management skills, including managing details, and keeping multiple tasks/projects on track.
- English language fluency (spoken and written).
- Demonstrated 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.

Job summary

We are looking for an innovative and experienced Leadership Development (L&D) leader to implement our strategy and roadmap on developing Amazon’s Customer Service (CS) leaders in the Latin America (Costa Rica, Mexico, Brazil, and Colombia). This position is located preferably in Costa Rica or alternately in one of the other supported countries. It requires travel up to 30%.

Critical Responsibilities and Skills:

- Create and implement the L&D strategy and annual roadmap for Customer Service in Latin America.
- Influence leaders and stakeholders at the senior level (including director level); demonstrate effective consulting skills, with an ability to influence in all directions and at all levels.
- Design and implement L&D 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 L&D skills needed in the region.
- Create and implement effective change management processes.
- Provide leadership development coaching to senior CS leaders.
- Collect, report, and analyze meaningful L&D 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 acumen, including problem solving skills, critical thinking, and a willingness to be vocally self-critical.

Key job responsibilities
- Stakeholder Management - Meet regularly with Senior stakeholders, contribute to written documentation for quarterly business reviews (QBRs) and leadership summits, and develop custom programs for local teams as needed.
- L&D Program Management & Instructional Design - As owner of one or more L&D programs, contribute to quarterly program reviews (QPRs) including program completion metrics and how learner feedback is influencing program updates.
- Facilitation - Facilitate existing L&D programs as well as custom or ad hoc programs to meet local needs.

A day in the life

In an average day, this role might start the day by attending a conference call with other LDBPs or Program Managers around the world, then may deliver leader development training (such as Leading Through Change) for a group of Customer Service Leaders. On another day, they might write a narrative document for a Quarterly Business Review meeting to influence senior leaders to focus more on leader development. And on any day, they may also be developing a new leader development program based on an emerging need in the organization.

About the team

The Sr. L&D Business Partner (LDBP) is part of a worldwide network of LDBPs and the worldwide Customer Service Learning & Talent Development team. This team considers leaders our customers and works backward from those customer needs to develop innovative and scalable leader development programs.
- 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.



  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Exceptional analytical skills and ability to synthesize recommendations from data. 1+ year as a Quality specialist and/or Quality Analyst. 1+ year of people management experience. Strong verbal and written communication skills Successful track record leading projects, process improvements or operations, preferably in a CS environment. Demonstrable...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Basic qualifications - Bachelor’s degree in communications or related field - 7+ years of communications within a multi-national company or agency - Media/Influencers relations or crisis management background is required - Experience building robust communications programs and delivering results - Excellent writing and verbal communications skills (English...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor's degree - Completed university bachelor’s/licentiate’s degree in Business Administration, Economics, Accounting or Finance. - 10+ years of Tax, Finance, Records to Report (R2R), Account Payable and/or Account Receivable experience. - 5+ year(s) of continuous internal/external customer, stakeholder and escalation management. - C1 English...

  • Mba Intern

    hace 3 días


    Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Students in First year from full-time MBA program - 0-4 years of Experience - Business level fluency in English (in both written and verbal format) - Willingness to relocate to Costa Rica or Colombia - Experience building and analyzing models using various statistical tools for forecasting and optimization. - 2+ years’ experience in analysis required. - 3+...


  • Calle Blancos, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Experience: 3+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships. - Bachelor's degree or equivalent. - Goal Attainment: Demonstrated success identifying business...


  • Calle Blancos, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    University bachelor’s/licentiate’s degree completed in Business Administration, Economics, Accounting or Finance. - 3+ years of Tax, Finance, Records to Report (R2R), Account Payable and/or Account Receivable experience. - 4+ years of creating process improvements with automation and analysis experience. - 3+ year(s) of continuous internal/external...


  • Calle Blancos, Costa Rica Hospital Internacional La Católica A tiempo completo

    **Descripción del Puesto**: Se busca un Representante de Servicio al Cliente para una posición de tiempo completo en el Hospital Internacional La Católica. El Representante de Servicio al Cliente será responsable de proporcionar un apoyo excepcional a los clientes a través de diversos canales, como llamadas telefónicas, interacciones en persona y...


  • Calle Blancos, Costa Rica Universal de Tornillos y Herramientas S.A. A tiempo completo

    **Acerca de la vacante**: **Funciones del Puesto**: Visitar y asesorar a los clientes de la empresa, con el fin de generar las ventas de las diferentes líneas de productos que se manejan y satisfacer las necesidades de los mismos. Desarrollar la zona geográfica y potenciar al máximo el segmento de mercado definido y además realizar la constante búsqueda...


  • Calle Blancos, Costa Rica Universal de Tornillos y Herramientas S.A. A tiempo completo

    ACERCA DE LA VACANTE Funciones del Puesto Visitar y asesorar a los clientes de la empresa, con el fin de generar las ventas de las diferentes líneas de productos que se manejan y satisfacer las necesidades de los mismos. Desarrollar la zona geográfica y potenciar al máximo el segmento de mercado definido y además realizar la constante búsqueda de...

  • Sds Cap Associate

    hace 6 días


    Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Located at Costa Rica. - Over 18+ old with national ID or permanent resident ID (Dimex). - High School Diploma or equivalent. - Fluent English and Spanish language proficiency required (bilingual position). - Strong typing, phone, and computer navigation skills. - Ability to follow detailed verbal and written instructions. Technical Requirements: - A...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Experience with planning and managing monetary budgets - Proficiency skills of Microsoft Office, including Word, Excel, PPT and etc.3 - At least 6 months of previous experience in similar roles (Office coordinator, executive assistant or HR assistant). Make sure to mention the experience in the resume. - Able to work efficiently and accurately when under...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor's Degree or Graduate in any discipline - 2+ years of work experience in lean six sigma process improvement initiatives and project management **Skills**: - Excellent facilitation, communication & presentation skills - Ability to perform simple statistical analysis, process life cycle methodologies, (Six Sigma, Lean Six Sigma, Agile, Access, SQL...

  • Eu Workflow Analyst

    hace 2 semanas


    Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor’s degree in a relevant field or equivalent experiences - Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity - Advanced analytical skills and should provide analysis support on project and new initiatives - Innovative and creative in finding solutions/ designing...

  • Soporte Sap

    hace 1 semana


    Calle Blancos, Costa Rica Accesos Automáticos A tiempo completo

    ACERCA DE LA VACANTE Funciones del Puesto Realizar labores de soporte a la herramienta de SAP Business One requeridas por la empresa, cumplimento los parámetros y lineamientos requeridos por los productos y servicios que brinda la compañía. Requisitos del Puesto - 1 año en el uso de la herramienta de SAP Business One - Conocimiento comprobado de la...

  • Latam Workflow Analyst

    hace 1 semana


    Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Prior experience as WF Associate for Customer Service. - Proven at least 6 months of experience in Workflow, workforce departments or relevant departments. - Understanding of workforce management programs and ACD (Automated Call Distribution) systems. - Minimum of +1 year working in Amazon. - High level of computer literacy with advanced Excel skills. -...

  • Workflow Analyst I

    hace 2 semanas


    Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Prior experience as WF Associate for Customer Service - Proven at least 6 months of experience in Workflow, workforce departments or relevant departments - Minimum of +1 year working in Amazon. - High level of computer literacy with advanced Excel skills. - Advance written and verbal skills in English. - Excellent analytical, investigative and problem...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Basic qualifications: - Prior experience as Workflow Associate for Customer Service. - Proven at least 6 months of experience in Workflow, workforce departments or relevant departments. - High level of computer literacy with advanced Excel skills. - Experience using SQL and Power BI / Power Query is a must. - Advance written and verbal skills in English. -...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Basic qualifications: - Prior experience as WF Associate for Customer Service - Proven at least 6 months of experience in Workflow, workforce departments or relevant departments - Minimum of +1 year working in Amazon. - High level of computer literacy with advanced Excel skills. - Advance written and verbal skills in English. - Excellent analytical,...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Lean process improvement experience. Advanced MS Office experience (excel). Reporting and/or automation experience. Customer Service orientation with ability to serve multiple customers (managers, HRBPs, payroll). Ability to maintain strict confidentiality regarding payroll and employee issues. **Outstanding interpersonal skills**: must display patience,...


  • Calle Blancos, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Already working in an L4 role. Lean process improvement experience. Advanced MS Office experience (excel). Reporting and/or automation implementation experience. Customer Service orientation with ability to serve multiple customers (managers, HRBPs, payroll). Ability to maintain strict confidentiality regarding payroll and employee issues. **Outstanding...