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
Desired Skills & Experience :
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 of experience in Instructional designing and the ability to travel domestically and internationally.
Additional experience and competencies that are critical to success in this role are :
Fluency in all Microsoft Office applications, HTML and Photoshop
Experience using e-learning software, such as Captivate, Articulate or Viewlet Builder
Proven competence using an LMS, such as Saba or Moodle
Familiarity with SCORM a plus
Company Description :
Amazon.com strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience – Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company’s DNA. The world’s brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.