The Customer Service Stores Support (CS3 Learning Design team is seeking a creative and customer-obsessed Senior Instructional Designer 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. These training interventions may be medium to large in scale, go beyond traditional ILT, VILT, or eLearning courses, utilize a variety of design and authoring tools, and be deployed across multiple training modalities.
Key job responsibilities
1. Simultaneously manage multiple learning programs with various levels of complexity and time-critical deliverables throughout their entire life cycle.
2. Lead Instructional Design projects from scoping, research, and analysis, through design, development, launch readiness, and post-launch evaluation for continuous improvement.
3. Design and develop training interventions optimized for accessibility and diversity, equity, and inclusion, utilizing a variety of learning modalities: self-directed, instructor-led, or blended.
4. Collaborate with Contact Center teams, Subject Matter Experts across the network, and other members of the learning community.
5. Ensure the needs of learners are prioritized, helping the team iterate and improve programs.
The ideal candidate is comfortable in a fast-paced, multitasked, high-energy environment. They are an adult learning expert, a creative and analytical problem solver, with solid judgment and a passion for excellence in customer service.
About the team
Amazon Stores Customer Service (ASCS) organization and their Customer Service Associates (CSAs) are central 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 Design supports the vision to make Consumer CS Amazon's most customer-obsessed organization through training content and program management, building flexible, scalable new hire training programs that prepare Associates to deliver exceptional customer experiences. We create, maintain, and measure global learning programs and products supporting CSAs across all verticals and stores.
Required skills include advanced knowledge of Excel (Pivot Tables, VLOOKUPs), SQL, experience in program or project management, cross-functional collaboration with tech and non-tech teams, process improvement initiatives using data and metrics, defining program requirements, and communicating results to senior leadership. Experience leading process improvements, stakeholder management, and building processes and schedules are also essential.
Amazon is an equal opportunity employer that values diversity. We make recruiting decisions based on experience and skills. We prioritize privacy and data security. If you need accommodations during the application or onboarding process, please contact your Recruiting Partner.
Required Experience : Senior IC
Key Skills: Business Consulting, Quality Assurance, System Design, Learning Technology, Instructional Design, Adult Education, SCORM, LMS, Training & Development, Adobe Captivate, Curriculum Development, Mentoring
Employment Type : Full-Time
Experience : years
Vacancy : 1
Location: Customer Service • Cagliari, Sardinia, Italy
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