Sr. Instructional Designer’s Customer Service (CS) organization and Amazon’s 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. Success in the CSA role is supported by a global instructional design and training delivery team, who work to quickly build CSA’s skills for creating and maintaining customer trust and delight. The Americas Retail CS Instructional Design team is seeking a Sr. Instructional Designer with experience designing and developing both instructor-led and self-directed (e-learning) training.

This Instructional Designer will join the Launch Readiness team and will be responsible for developing training for product and service launches as well as “new skill” modules to enhance associate productivity and overall CS quality.

The Instructional Designer must be able to:
· Advocate for the CSAs interests, including educating project teams on Customer Service processes and procedures
· Collaborate effectively with field teams, subject matter experts (SMEs) and others on the Knowledge Management team to support corporate launches, updates, and department initiatives
· Evaluate existing documentation to identify the most appropriate training approach and content to meet the demands of the learning objectives and audience
· Design and develop training interventions in a variety of modalities (self-directed, instructor-led or blended) that best suit the learning objectives
· Actively improve processes and templates to minimize training development time
· Manage multiple complex curricula development projects simultaneously
· Manage existing programs to ensure the content remains complete and relevant
· Create reliable, valid learner evaluation tools to gauge knowledge and skill transfer
· Publish finished lessons and generate reports in our learning management system (LMS)

Basic Qualifications

· Bachelor’s degree OR two years experience as an Amazon employee
· Experience in training/curriculum development
· Experience creating training or performance support solutions
· Experience with online training development software such as Articulate Storyline or Adobe Captivate
· Fluency in all Microsoft Office applications, web storage platforms, and collaborative platforms like SharePoint

Preferred Qualifications

· Masters’ Degree in Instructional Design/Learning Technology
· Experience with evidence-based instructional design (uses data and controls to measure impact of learning interventions)
· Proven competence using an LMS, such as Cornerstone, Moodle, or Thinking Cap
· Experience with video editing software such as Camtasia, Adobe Premiere, or Final Cut Pro
· Graphic design experience
· Experience authoring training in English and Spanish