Instructional Designer - CS

Are you a one-person shop when it comes to designing training curricula?

 

Amazon.com's Customer Service department is seeking an Instructional Designer with extensive experience in designing and building classroom and e-learning solutions. This position will be based in our Seattle, WA headquarters.

 

The Instructional Design team develops and maintains training programs that graduate high performing customer service associates working across multiple contact media and in multiple locations.

 

This Instructional Designer will be responsible for the development of new skill training modules designed to enhance associate productivity and quality.

 

The Designer must be able to:
-Collaborate effectively with field teams, subject matter experts (SMEs) and others on the Knowledge Management team to support corporate launches and department initiatives
-Educate project teams on Customer Service processes and procedures to advocate for the customer service associates’ interests during new initiative project planning
-Perform needs analysis and evaluate existing documentation to identify the most appropriate training approach and content to meet the demands of the learning objectives and audience
-Design and build training programs using instructional and distribution methods (online, classroom or blended) that best suit the content
-Create engaging and valid trainee evaluation tools that prove successful knowledge transfer
-Manage processes and reporting related to our learning management system (LMS)
-Build processes and templates to minimize the development time for new skill and specialty curricula
-Manage multiple complex curricula development projects simultaneously
-Manage existing programs to ensure the content remains complete and relevant



The ideal candidate will be comfortable in a fast-paced, multi-tasked, high energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service.

 

Comprehensive knowledge and proven application of instructional theories and principles in both on-line and classroom instruction, excellent organizational and interpersonal skills, superb project management skills and the ability to work independently are a must. Customer service or sales training experience is a plus. We also require a bachelor's degree in a relevant field, at least 3 years experience in related positions and the ability to travel domestically and internationally.

 

Additional experience and competencies that are critical to success in this role are:
o Fluency in all Microsoft Office applications, HTML and Photoshop
o Experience using e-learning software, such as Captivate or Viewlet Builder
o Proven competence using an LMS, such as Saba or Moodle
o Familiarity with SCORM a plus