**Experienced Senior Learning Specialist – Driving Excellence in Customer Service at blithequark**

At blithequark, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a key member of our Amazon Business Customer Service (ABCS) Learning Delivery team, the Senior Learning Specialist plays a vital role in shaping the learning experience for our Customer Support Associates. If you are a passionate educator, innovator, and leader who thrives in a dynamic environment, we invite you to join our team and contribute to our mission of providing unparalleled customer service. **About blithequark** blithequark is a leading e-commerce company that revolutionized the way people shop online. Our commitment to innovation, customer obsession, and operational excellence has enabled us to become one of the world's most customer-centric companies. At blithequark, we believe that our employees are our greatest assets, and we invest heavily in their growth and development. Our culture is built on the principles of ownership, invention, and customer obsession, and we are constantly looking for talented individuals who share our values. **Job Summary** We are seeking an experienced Senior Learning Specialist to lead and support a team of up to 30 Customer Support Associates. As a Senior Learning Specialist, you will be responsible for designing, developing, and delivering training programs that drive exceptional customer service experiences. You will work closely with operational stakeholders to identify learning needs, develop training solutions, and measure the effectiveness of our training programs. **Key Responsibilities** As a Senior Learning Specialist at blithequark, you will perform the following tasks: * **Supervise structured learning metrics and oversee results**: You will analyze data to identify trends and areas for improvement, and develop strategies to enhance the learning experience for our Customer Support Associates. * **Manage live performance metrics end to end**: You will work closely with operational stakeholders to ensure that our Customer Support Associates are meeting performance metrics and providing exceptional customer service experiences. * **Conduct learning sessions and deliver training courses**: You will design and deliver training programs that meet the needs of our Customer Support Associates, including new hire training, continuous learning, and performance improvement programs. * **Maintain data and analysis through reports on Excel**: You will analyze data to identify trends and areas for improvement, and develop strategies to enhance the learning experience for our Customer Support Associates. * **Ensure completion of new hire training program, coaching & other performance improvement programs on time**: You will work closely with operational stakeholders to ensure that our Customer Support Associates are completing training programs on time and meeting performance metrics. * **Partner with operational stakeholders as a key POC for the Learning Experience team**: You will work closely with operational stakeholders to identify learning needs, develop training solutions, and measure the effectiveness of our training programs. * **Identify learning coaches & certify them**: You will identify and certify learning coaches who can support the development of our Customer Support Associates. * **Lead individual improvement projects to enhance business performance**: You will lead projects that aim to enhance business performance and drive exceptional customer service experiences. * **Drive Quality & Learning metrics**: You will analyze data to identify trends and areas for improvement, and develop strategies to enhance the learning experience for our Customer Support Associates. * **Conduct chime sessions & Class room sessions to stakeholders**: You will design and deliver training programs that meet the needs of our Customer Support Associates, including new hire training, continuous learning, and performance improvement programs. **Essential Qualifications** * **2+ years of experience in training delivery roles**: You have a proven track record of designing, developing, and delivering training programs that drive exceptional customer service experiences. * **1 year experience in Customer Service or customer service-related work experience**: You have experience working in customer service or a related field, and understand the importance of providing exceptional customer experiences. * **Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software**: You have strong computer skills and experience using Microsoft Office Suite and instructional software. * **Highly Accurate and Fluent in Japanese and English**: You are highly accurate and fluent in Japanese and English, and can communicate effectively with our Customer Support Associates. * **Spoken and Written accuracy and fluency with an Japanese and English**: You have strong spoken and written accuracy and fluency in Japanese and English, and can communicate effectively with our Customer Support Associates. * **Flexible to work within a 24/7 x 365 days global team across a variety of time zones**: You are flexible and able to work within a 24/7 x 365 days global team across a variety of time zones. * **Knowledge of adult learning, content design and facilitation**: You have knowledge of adult learning, content design, and facilitation, and can design and deliver training programs that meet the needs of our Customer Support Associates. **Preferred Qualifications** * **Experience as a trainer, corporate training specialist, or related position**: You have experience working as a trainer, corporate training specialist, or in a related position, and can design and deliver training programs that drive exceptional customer service experiences. * **Project management skills with the ability to supervise multiple projects**: You have project management skills and can supervise multiple projects simultaneously. * **Strong ability to multi-task**: You have a strong ability to multi-task and can prioritize multiple tasks and projects simultaneously. **What We Offer** At blithequark, we offer a competitive compensation package, including: * **Competitive salary**: We offer a competitive salary that reflects your experience and qualifications. * **Benefits package**: We offer a comprehensive benefits package that includes medical, dental, and vision insurance, as well as a 401(k) plan. * **Opportunities for growth and development**: We offer opportunities for growth and development, including training and development programs, mentorship, and career advancement opportunities. * **Flexible work arrangements**: We offer flexible work arrangements, including remote work options and flexible hours. * **Recognition and rewards**: We recognize and reward our employees for their hard work and contributions to our company. **How to Apply** If you are a passionate educator, innovator, and leader who thrives in a dynamic environment, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for this role. We look forward to hearing from you! Apply for this job