Job Summary
We are seeking a creative and customer-obsessed Senior Instructional Designer to join our Customer Service Stores Support (CS3) Learning Design team. The ideal candidate is passionate about adult learning, eager to create high-quality and impactful training solutions in support of global project and program initiatives.
The successful candidate will have demonstrated experience in program and project management as well as in building and maintaining engaging performance-based training programs that support Customer Service Associates across our Global Organization.
Key Responsibilities:
* Manage multiple learning programs with 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 optimized for accessibility and diversity, equity, and inclusion, utilizing various learning modalities: self-directed, instructor-led, or blended.
* Collaborate with Contact Center teams, Subject Matter Experts across the network, and other members of the learning community.
* Ensure learner needs are at the forefront of our efforts and help our team iterate and improve our programs.
About the Team
Amazon Stores' Customer Service (ASCS) organization and their Customer Service Associates (CSAs) are key to Amazon's mission of being earth's most customer-centric company. CSAs work across multiple contact channels, are globally distributed, and their numbers fluctuate seasonally.
Requirements
* Bachelor's degree
* Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL
* Experience in program or project management
* Experience working cross functionally with tech and non-tech teams
* Experience defining and implementing process improvement initiatives using data and metrics
* Experience defining program requirements and using data and metrics to determine improvements
* Experience driving end-to-end delivery, and communicating results to senior leadership
* Experience leading process improvements
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
* Experience building processes, project management, and schedules