Sr. Instructional Designer, Customer Service Learning - Amazon

Description 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. Basic Qualifications - 3+ years of program or project management experience - 3+ years of defining and executing against program timeline & requirements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience working cross functionally with tech and non-tech teams - Experience using data and metrics to determine and drive improvements - Bachelor's degree - 5+ years professional experience in the area of instructional design. - Excellent writing and editing skills. - Experience in development with eLearning tools such as Captivate, Articulate Rise/Storyline, Vyond, Camtasia, Adobe Photoshop/Illustrator, Flash and Software technology like HTML, Javascript for Web Design basics and tools for any integrations and content hosting requirements. - Experience in facilitating programs in person and virtually. - Ability to travel up to 10%. Preferred Qualifications - 3+ years of driving process improvements experience - 2+ years of managing stakeholders in cross-functional project experience - Experience in complex problem solving, and working in a tight schedule environment - Master's degree in business, HR, or a related field - Strong understanding of AI concepts, tools, and its applications in L&D. 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 $66,800/year in our lowest geographic market up to $142,800/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.