Device, Digital & Alexa Support (D2AS) Learning Experience is seeking a Senior Instructional Designer to create high-quality and impactful learning for a global audience. You will create and continuously improve learning programs to enable Technical Care Associates (TCAs) to keep raising the bar for the world class service they provide to customers. You will be responsible for developing multimedia-rich learning programs, exercises, tutorials, job aids, assessments, and other multimedia-based assets that go beyond traditional ILT, VILT, or eLearning courses using a variety of design and authoring tools.
This is an on site role that can be based in Seattle, Austin, or Nashville.
Key job responsibilities
– Design and develop engaging and effective multimedia learning solutions to enable TCAs to successfully support customers with a wide range of complex issues.
– Create programs that are optimized for accessibility and diversity, equity, and inclusion, utilizing a variety of learning modalities (e.g. self-directed eLearning and video, classroom or remote instructor-led activities, job aids)
– Be the voice of the learner, ensuring that their needs are at the forefront of our efforts and help our team iterate and improve our programs.
– Establish and maintain 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 and maintain strong understanding of learning technology industry trends and best practices.
– 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.
About the team
Amazon Digital, Device & Alexa Support (D2AS) creates innovative support experiences for customers of Amazon’s devices and digital products, through intelligent self-service solutions and world-class customer care and technical support. The business that we support continues to change at an incredible – and exciting – pace. Some of the projects the team has supported over the past years were the global launch of over a dozen Alexa Echo, Halo, Fire TV, Fire tablet, and Kindle devices and the expansion of Prime Video support to seven new languages.
We are open to hiring candidates to work out of one of the following locations:
Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
– 3+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
– Degree in related discipline, such as instructional design or human performance technology.
– Expertise in designing and developing adaptive learning experiences.
– Expertise in gamification applied to global learning programs.
– LMS (e.g. Cornerstone) administration experience.
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.