Instructional Designer

A Bachelor's degree or higher
- 5+ years experience in program or project management

Job summary

**ABOUT THE TEAM**:
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world-class support, and building loyalty with Amazon's millions of selling partners.
We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully.
Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
We strive to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them.
PSAS focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency.
To achieve this vision, we make daily adjustments throughout our global network to meet the needs of our Selling Partners, employees, and the business.
We invest in technology to eliminate the root cause defects that cause Selling Partners to seek help, build self-service tools to resolve their issues on their own without waiting for help from Amazon, and provide Associates with the tools that automate clerical steps and provide consistent, efficient, quality resolution.
Our team includes product managers, program managers, SDEs, scientists, and a range of operational and other specialty roles, and we operate at scale with over 17K Amazonians in our team, spanning 56 global locations, and handling over 50M contacts a year.
**ABOUT THE ROLE**:
This role will build our next generation learning programs for Amazon's Selling Partner Support Associates.
These Associates serve the Selling Partners who provide a significant portion of Amazon's amazing product selection.
You will prepare frontline associates through the design and build of virtual learning programs that work anywhere, anytime.
We believe that every employee interaction builds trust, increases performance and drives engagement to enable extraordinary Selling Partner experiences.
We are looking for Learning Experience Designers who feels the same way.
**The Learning Experience Designer will**:
Design and develop bar-raising learning associate-facing programs using ADDIE and AGILE methodologies.
- Build elearning, instructor-led classroom and virtual classroom programs, performance assessments, surveys, and self-directed learning programs.
- Partner with operations and program leaders to align our learning programs with the expected business outcomes.
- Optimize the use of learning technologies that help us scale.
- Embed data collection and feedback mechanisms throughout our learning solutions to generate data-driven, actionable insights into the Associate Learning Experience.
Lead efforts to drive continuous performance improvement from those insights.
- Design and transform our learning programs from classroom-based instructor-led training to blended virtual programs.
- Communicate progress and opportunities through daily huddles and weekly, monthly, and quarterly business reviews.
- Analyze performance data to determine performance and learning objectives that deliver expected business results from new hire and cross-trained Associates.
Preferred Qualifications
- Experience in operations or call center leadership
- Certified Performance and Learning Professional (CPLP) or similar industry certification
- Master's Degree in related field
- Experience with Six Sigma tools and Lean techniques