Senior Instructional Designer

Job description

DESCRIPTION

The Worldwide Customer Service CSA Learning team is looking for an innovative Sr. Instructional Designer (Program Manager) to create high-quality and impactful learning experiences for a global audience. You will create and continuously improve learning programs using an array of creative approaches that inspire Customer Service Associates (CSAs) to keep raising the bar for the world class service they provide to customers.

The role requires someone knowledgeable in adult learning and instructional design strategies for performance-based outcomes. We are looking for someone who can innovate, move quickly, insist on highest standards, and not be constrained by how things have been done before. They will have the ability to manage multiple concurrent and interdependent projects and experience working cross-functionally with global stakeholders.

You will develop eLearning, just-in-time performance support, microlearning, and instructor-led (both virtual and in-person) learning materials. You will represent the CSA Learning team on global project teams, articulating the needs of the learner and how the project will impact the business. You will consider a global audience in the design of your learning programs, ensuring that your content can “speak” to audiences who vary in culture, countries and everyday life. You will design content, which is scalable and delivers results and use proven evaluation methodology to make effective changes going forward.

Some of the key job functions:
· Design innovative, engaging, and effective learning solutions to help Amazonians become even more customer obsessed.
· Create a variety of learning assets (elearning, classroom or virtual instructor-led activities, job aids, microlearning, facilitator guides, etc.)
· Be the voice of the learner, ensuring that their needs are at the forefront of our content efforts and help our team iterate and improve on our content offering.
· Create and maintain long-term relationships with subject matter experts (SME) to assist in guiding you through developing accurate and relevant content for global audiences in a variety of subject areas.
· Conduct stakeholder and SME interviews to determine, recommend and document project instructional standards, learner engagement strategies and evaluation plans.
· Experiment with new learning strategies, methods, and pilot programs.
· Lead projects through the design lifecycle from scoping, research and analysis, design, development, launch, and analyzing impact.
· Provide clear timelines through all phases, communicating with key partners, and selecting appropriate measurement for successful implementation.
· Utilize ADDIE, SAM, Kirkpatrick and other recognized models to rapidly design, develop and publish engaging course content and learning activities eLearning, ILT (both in person and virtual), blended learning, job aids, performance support tools, etc.

PREFERRED QUALIFICATIONS

· Degree in a related discipline, such as instructional design or human performance technology
· Demonstrated proficiency with SCORM compliant production tools
· Understanding of SCORM APIs and xAPIs for LMS interaction.
· LMS (e.g., Cornerstone) administration experience including eLearning publishing and learning assessments.
· Professional experience in a major customer service and/or corporate training environment within a multicultural structure
· Industry certifications in instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate
· Strong verbal and written communication skills in a language other than English
· Applied knowledge of measurement, statistics and program evaluation
· Experience in facilitating programs in person or virtually
· Experience working within a worldwide team
· Experience developing and supporting training for technical teams.
· Familiarity with the Amazon products and services
· Always looking to Learn and Be Curious

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

Desired profile

BASIC QUALIFICATIONS

· Minimum 3 years professional experience in instructional design and analysis
· Comprehensive knowledge and proven application of learner-centred, performance-based instructional theories and adult learning principles in multi-modal instruction such as eLearning, performance support aids, online tutorials and collaborative learning environments.
· Demonstrated working knowledge of eLearning development tools such as Experience in development with eLearning tools such as Captivate, Articulate Studio/Storyline, Camtasia, Adobe Photoshop/Illustrator, Flash and Software technology like HTML, Javascript for learning portal design
· Proven project management experience and the ability to prioritize, manage multiple projects with tight deadlines
· Strong verbal and written English communication skills
· Excellent organizational, collaboration and interpersonal skills
· Able to prioritize in complex, fast-paced work environment and manage time appropriately
· Strong self-directed project management skills, with a very good ability to work independently
· Fluency in all Microsoft Office applications, with excellent PowerPoint skills