Senior Instructional Designer Customer Service Stores Support CS3
Senior Instructional Designer Customer Service Stores Support CS3
Posted on :
09-04-2025
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1 Vacancy
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Job Description
The Customer Service Stores Support (CS3 Learning Design team is seeking a creative and customerobsessed Senior Instructional Designer to join their team. If you are passionate about adult learning and eager to create highquality 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 performancebased 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
Simultaneously manage multiple learning programs holding various levels of complexity and timecritical deliverables through their entire life cycle
Lead Instructional Design projects from scoping research and analysis design development launch readiness and postlaunch evaluation for continuous improvement purposes
Design and develop training interventions that are optimized for accessibility and diversity equity and inclusion utilizing a variety of learning modalities: selfdirected instructorled or blended
Collaborate with Contact Center teams Subject Matter Experts across the network and other members of the learning community
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 fastpaced multitasked 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 Amazons mission of being earths most customercentric 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 Amazons most customerobsessed 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.
Bachelors degree
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience in program or project management
Experience working cross functionally with tech and nontech teams
Experience in defining and implementing process improvement initiatives using data and metrics
Experience defining program requirements and using data and metrics to determine improvements
Experience in driving end to end delivery and communicating results to senior leadership
Experience leading process improvements
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The successful candidate will have demonstrated experience in program and project management as well as in building and maintaining engaging performancebased 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
Simultaneously manage multiple learning programs holding various levels of complexity and timecritical deliverables through their entire life cycle
Lead Instructional Design projects from scoping research and analysis design development launch readiness and postlaunch evaluation for continuous improvement purposes
Design and develop training interventions that are optimized for accessibility and diversity equity and inclusion utilizing a variety of learning modalities: selfdirected instructorled or blended
Collaborate with Contact Center teams Subject Matter Experts across the network and other members of the learning community
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 fastpaced multitasked 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 Amazons mission of being earths most customercentric 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 Amazons most customerobsessed 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.
Bachelors degree
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience in program or project management
Experience working cross functionally with tech and nontech teams
Experience in defining and implementing process improvement initiatives using data and metrics
Experience defining program requirements and using data and metrics to determine improvements
Experience in driving end to end delivery and communicating results to senior leadership
Experience leading process improvements
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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