Sr. Instructional Designer, Customer Service Learning

The Consumer Customer Service Support Learning Design team is seeking a creative and customer-obsessed Senior Instructional Design Program Manager to join their team. If you are passionate about adult learning and eager to create high-quality and impactful training solutions in support of global project and program initiatives, this job is for you!

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. Medium to large in scale, these training interventions may go beyond traditional ILT, VILT, or eLearning courses, use a variety of design and authoring tools, and be deployed across multiple training modalities.

Strong written and verbal communication skills, solid judgment, and the ability to leverage data to manage learning programs and projects from conception through to completion are additional core skills to this role.

Key job 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.

A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

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 (e.g. phone, chat, email), are globally distributed, and their numbers fluctuate seasonally. C2S2 Learning supports the C2S2 vision to ‘make Consumer CS Amazon’s most customer-obsessed organization through training, content, and program management’ by building new hire training programs that are flexible, scalable, and prepare Associates to deliver exceptional customer experiences. We create, maintain, and measure global learning programs and products that support CSAs in all verticals and Stores.