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Sr. Instructional Designer, Customer Service Learning

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Amazon

1mo ago

  • Job
    Full-time
    Senior Level
  • Design
    Engineering
  • Seattle, +1

AI generated summary

  • You must have 5+ years in instructional design, 3+ years in project management, stakeholder management experience, data-driven improvement skills, eLearning tool proficiency, and excellent writing skills.
  • You will manage learning programs, lead instructional design projects, develop accessible training interventions, collaborate with stakeholders, and advocate for learner needs in a fast-paced environment.

Requirements

  • Basic Qualifications:
  • 3+ years of program or project management experience
  • 3+ years of defining and executing against program timeline & requirements experience
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
  • Experience working cross functionally with tech and non-tech teams
  • Experience using data and metrics to determine and drive improvements
  • Bachelor's degree
  • 5+ years professional experience in the area of instructional design.
  • Excellent writing and editing skills.
  • Experience in development with eLearning tools such as Captivate, Articulate Rise/Storyline, Vyond, Camtasia, Adobe Photoshop/Illustrator, Flash and Software technology like HTML, Javascript for Web Design basics and tools for any integrations and content hosting requirements.
  • Experience in facilitating programs in person and virtually.
  • Ability to travel up to 10%.
  • Preferred Qualifications:
  • 3+ years of driving process improvements experience
  • 2+ years of managing stakeholders in cross-functional project experience
  • Experience in complex problem solving, and working in a tight schedule environment
  • Master's degree in business, HR, or a related field
  • Strong understanding of AI concepts, tools, and its applications in L&D.

Responsibilities

  • Simultaneously manage multiple learning programs holding various levels of complexity and time-critical deliverables through their entire life cycle
  • Lead Instructional Design projects from scoping, research and analysis, design, development, launch readiness, and post-launch evaluation for continuous improvement purposes
  • Design and develop training interventions that are optimized for accessibility and diversity, equity, and inclusion, utilizing a variety of learning modalities: self-directed, instructor-led, or blended
  • Collaborate with Contact Center teams, Product Teams, Subject Matter Experts across the network, and other key stakeholders of the learning community
  • Be the voice of the learners, ensuring that their needs are at the forefront of our efforts and help our team iterate and improve our programs.
  • The ideal candidate is comfortable in a fast-paced, multi-tasked, high energy environment. They are an adult learning expert and a creative and analytical problem solver with a passion for excellence in customer service.

FAQs

What is the primary responsibility of the Sr. Instructional Designer, Customer Service Learning?

The primary responsibility of this role is to create high-quality and impactful training solutions to support Customer Service Associates across Amazon's global organization, managing multiple learning programs and leading instructional design projects from conception to completion.

What qualifications are required for this position?

Required qualifications include 3+ years of program or project management experience, 5+ years of professional experience in instructional design, a Bachelor's degree, and excellent writing and editing skills, among others.

What types of training modalities should the Sr. Instructional Designer be familiar with?

The ideal candidate should be familiar with various training modalities such as self-directed, instructor-led, and blended learning approaches.

Is experience with instructional design tools necessary for this role?

Yes, experience with eLearning development tools such as Captivate, Articulate Rise/Storyline, Vyond, Camtasia, and Adobe Photoshop/Illustrator is required.

What kind of work environment should candidates expect for this position?

Candidates should expect a fast-paced, multi-tasking environment that requires creativity, analytical problem-solving, and a passion for excellence in customer service.

Does this position require collaboration with other teams?

Yes, the Sr. Instructional Designer will collaborate with Contact Center teams, Product Teams, Subject Matter Experts, and other key stakeholders within the learning community.

Is travel required for this position?

Yes, the role may require travel up to 10%.

What is the salary range for the Sr. Instructional Designer position?

The base pay for this position ranges from $66,800/year in the lowest geographic market to $142,800/year in the highest geographic market, depending on various factors including market location and job-related knowledge, skills, and experience.

Are there specific preferred qualifications for candidates to stand out?

Preferred qualifications include 3+ years of driving process improvements experience, 2+ years of managing stakeholders in cross-functional projects, and a Master’s degree in business, HR, or a related field.

What benefits does Amazon offer for this role?

Amazon offers a full range of benefits that may include medical, dental, and vision coverage, maternity and parental leave options, paid time off (PTO), and a 401(k) plan, among others.

Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.