Senior Instructional Designer Job

The Customer Service Leadership Development (CS LD) team is looking for an innovative and experienced Senior Instructional Designer to own the end-to-end designing, developing and implementation for leadership development programs within the world-wide Customer Service (CS) organization. At Amazon.com, we’re working to be earth’s most customer-centric company and earth’s best employer. To get there, we need exceptionally talented, bright, and driven people.

You will have the opportunity to make a large impact on the experience of our Amazon Operations CS leaders! The position partners with CS LD’s learning program owners from around the globe to set and maintain high content quality standards and enable the success of our leaders. We are looking for someone with experience in applying knowledge of learning science, design, and instructional technologies that scale.

This is an individual contributor role and can be based out of the Americas, Asia Pacific or European regions and will require ~10% travel. CS LD is a highly collaborative team with a passion for learning and talent development!

Key job responsibilities

• Responsible for designing and developing performance-focused learning content for CS leaders. This includes: facilitator guides, participant guides, performance support tools, practice activities, scenario-based learning, online tutorials, nudging program, and other materials to meet identified needs.
• Own the worldwide CS LD instructional design strategy, including the standards, managing the program design process, and partnering with global learning program owners to create high-impact learning experiences.
• Own the strategy for content quality to ensure bar-raising learning experiences.
• Apply knowledge of measurement for leadership offerings, especially in setting up evaluation strategies to measure success based on Kirkpatrick’s Levels of evaluation.
• Collaborate with CS LD program owners and learning strategist to identify learning goals and learning outcomes for new learning experiences.
• Determine modalities to effectively support WWCS leaders’ learning content needs.
• Create and document instructional design processes and standards to ensure consistency and insist on the highest standards in CS LD programs.
• Lead the quarterly audit of CS LD programs and drive continuous learning program improvement.
• Use project management skills to define and meet project milestones, communicate issues and risks in a timely manner, and manage expectations for content projects.
• Enable a positive and consistent learning material experience for anyone who facilitates CS LD programs.
• Occasionally facilitate in-person and virtual leadership development programs as part of the CS LD portfolio.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

• Experience working in a geographically distributed cross-functional team.
• Experience or having background in the marketing field.
• Proficient with eLearning and visual media development tools like Articulate Storyline 3, Adobe Creative Suite (Adobe Premiere, After Effects, Photoshop, Illustrator, Audition), and Vyond.
• Experience with creating digital interactive experiences (e.g. simulations, eLearning, virtual classroom activities, etc.)
• Demonstrated excellence in building relationships and earning trust of others.
• Demonstrated excellence in written and verbal communication, change management, organizational skills, and program management.
• Ability to prioritize in a complex, fast-paced work environment and manage time appropriately.
• Ability to deliver results with little supervision in a dynamic and sometimes ambiguous environment.
• Experience with facilitating learning programs (including virtually).
• Experience in program or product management.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $101,900/year in our lowest geographic market up to $189,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.