Senior Manager, Instructional Design
Senior Manager, Instructional Design
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Job Description
Our Opportunity:
Chewy is looking for a Sr. Manager Instructional Design to join our Customer Service Team located near one of our hubs (Hollywood FL Dallas TX Seattle WA Minneapolis MN). This role will own the design development and optimization of learning programs that support Customer Care new hire onboarding and internal mobility initiatives. This role will play a critical part in improving the employee experience reducing time to proficiency and enabling career growth within our Customer Care organization. As the Sr. Instructional Design Manager you will be responsible for a team of Sr. Instructional Designers and collaborate crossfunctionally with stakeholders in Learning C Development Operations Program Management and HR to build scalable engaging and outcomesdriven learning solutions. Your focus will be on driving learner engagement knowledge retention and skill application for frontline and transitioning nonexempt employees. The person in this role is also required to perform all tasks in observance of Chewys brand standards and adherence to our Operating Principles and Customer Service standards.
What Youll Do:
- Lead mentor and develop a highperforming team of Senior Instructional Designers; provide strategic direction and ensure alignment with broader organizational priorities.
- Oversee the development of multimodal learning experiences including eLearning VILT microlearning simulations and performance support tools.
- Establish standards and frameworks for instructional design excellence ensuring consistency accessibility and scalability across programs.
- Translate organizational goals and performance data into scalable learning solutions that improve time to proficiency employee engagement and customer
- Stay current on learning trends tools and technologies to continuously innovate and modernize instructional practices.
- Evaluate emerging tools and technologies to modernize the learner experience and streamline content delivery; assess learning needs and identify and propose appropriate delivery methods for new and existing training programs.
- Provide oversight and strategic feedback into LMS structure and governance ensuring effective organization tagging and deployment of learning content.
- Partner with subject matter experts (SMEs) operations leaders compliance legal and HR partners to ensure learning content aligns with business objectives andoperational standards.
- Serve as a thought partner in workforce planning efforts identifying learning pathways that support career growth mobility and succession planning.
- Use data and feedback to evaluate program efficiency and continuously improve content delivery methods and learner outcomes.
- Maintain a scalable content architecture and ensure materials are accurate upto date and easily accessible.
What Youll Need:
- Bachelors degree in Instructional Design Education Interpersonal Development or related field (Masters preferred).
- 7 years of experience in instructional design with at least 3 years in a leadership or management role.
- Excellent project management interpersonal and communication
- Demonstrated ability to translate business needs into learning
- Strong understanding of adult learning theory instructional design models (e.g. ADDIE SAM) and learnercentric design.
- Proficiency in authoring tools such as Articulate 360 Adobe Captivate or
- Experience with Learning Management Systems (LMS) especially for tracking reporting and deployment of learning solutions.
- Experience working in fastpaced customerfocused or highgrowth environments
- Previous experience in customer service and/or other highvolume serviceoriented industries is a bonus.
If you have a disability under the Americans with Disabilities Act or similar law or you require a religious accommodation and you wish to discuss potential accommodations related to applying for employment at our company please contact .
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Required Experience:
Senior Manager
Employment Type
Full Time
