Senior Instructional Designer, Customer Service Stores Support (CS3)

Senior Instructional Designer, Customer Service Stores Support (CS3)

Job ID: 2940625 | Amazon UK Services Ltd. - A10

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. 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.

Key job responsibilities

1. Simultaneously manage multiple learning programs holding various levels of complexity and time-critical deliverables through their entire life cycle.
2. Lead Instructional Design projects from scoping, research and analysis, design, development, launch readiness, and post-launch evaluation for continuous improvement purposes.
3. 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.
4. Collaborate with Contact Center teams, Subject Matter Experts across the network, and other members of the learning community.
5. 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 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 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 Design 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

1. Bachelor's degree.
2. Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL.
3. Experience in program or project management.
4. Experience working cross functionally with tech and non-tech teams.
5. Experience in defining and implementing process improvement initiatives using data and metrics.
6. Experience defining program requirements and using data and metrics to determine improvements.

PREFERRED QUALIFICATIONS

1. Experience in driving end to end delivery, and communicating results to senior leadership.
2. Experience leading process improvements.
3. Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
4. Experience building processes, project management, and schedules.

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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.

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Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.