Senior Customer Service Instructional Designer

Company: Chewy, Inc.
Location: Boston
Posted on: May 31, 2025

Job Description:

Our Opportunity:Are you a credentialed instructional Designer with a passion for creating training at the highest possible levels? Do you have a passion for blended learning and creating world class training solutions? Are you looking for a fast paced, innovative workplace? Then the Chewy Customer Service Learning and Development team is looking for you!The Chewy Learning and Development training organization is seeking an instructional designer with a solid foundational background in customer service training and e-learning development to focus on building curricula, courses, lessons, topics and sub-topics for multiple training programs and initiatives in Chewy. The ideal candidate will be able to use their design skills equally well for Instructor Led Training and e-learning as a delivery mechanism to drive significant improvements to customer satisfaction. This candidate will focus on delivering training through the above-mentioned skills/blend to Chewy. The training you develop in this role will directly impact the ability of professionals to resolve customer issues with Chewy products and services while living the Chewy Operating Principles.The successful candidate will have a degree and experience designing, developing, and delivering learning and development content. They will work closely with Chewy teams and SMEs to support operational training and drive the curriculum and course level design. As training needs ebb and flow, you will work with multiple projects on any training or content related needs for the Chewy business.What You'll Do:

• Lead curriculum development and maintenance for one or more Customer Service new hire or migration curricula.
• Participate on a team of instructional designers, who will design, develop, and build blended learning content for troubleshooting and customer service business needs.
• Write strong, measurable learning objectives (both terminal and enabling) and tie them to the business goals for the programs who request the team's services.
• Develop, follow, and evangelize learning design and development best practices and standards.
• Work closely with Subject Matter Experts (SMEs) to analyze and synthesize
• Use data to support learning interventions.
• Evolve the Chewy blended learning strategy to the next level while partnering and collaborating with all the appropriate teams.
• Have mastery of complex adult learning theories, and how to apply them to common business problems and achieve business results.
• Effectively function as a business partner as part of the Chewy Operations team.
• Project manage programs to dates and This individual may build the plans or help the team manage to plans they build.
• Mentor and support development of junior team members.What You'll Need:
  • An advanced degree or certification in Performance Technology, Instructional Design, Adult Learning, or Teaching plus 7-10 years of on-the-job application with programs.
  • Proven experience with Instructional Design and performance consulting in cross group environments and the ability to drive metric improvements.
  • Deep instructional design knowledge and the ability to convey the complex ID theories to internal stakeholders in a way that they can consume, and support.
  • Proven e-learning design and development experience and experience with designing, developing, delivering and evaluating blended learning courses/lessons.
  • Developing multiple projects at one time.
  • Demonstrated ability to communicate effectively with peers, driving diverse workgroups to collaborative solutions.
  • Experience with using Learning Management Systems.
  • Exceptional communication skills and the ability to use Microsoft Office products including Word, PowerPoint, and Excel.Skills:
    • Proven Instructional Design skills including the ability to write and manage terminal and enabling learning objectives in content, build design documents, and author content from scratch.
    • Proven Multimedia Development experience including eLearning authoring (Articulate Storyline, Articulate Rise, Evolve, Adapt, or Elucidat), animation (Vyond, Adobe Animate, or Adobe After Effects), video (Adobe Premiere or Camtasia), and graphic design (Adobe Photoshop or Adobe Illustrator). HTML, CSS, and JavaScript skills are a plus.
    • Proven Learner Experience Design skills including visual design, usability, interactive design, and accessibility.
    • Proven Learning Technology skills including working with and administering Learning Managing Systems, implementing design tools, and debugging SCORM issues. xAPI, Chatbots, and AI technologies are a plus.
    • Strong Microsoft Office Skills mandatory including the ability to work in Word Templates.
    • The ability to apply learning theories to solve difficult business problems is critical to the success of this role.
    • Strong project management skills across multiple strategic and tactical Experience with project management tools including Jira, Smartsheet, or Asana.
    • The ability to influence without authority cross functionally.
    • The ability to deal with ambiguity and rapidly changing priorities
    • Must be able to work well in a team and take on big challenges. How you accomplish your daily tasks is as important as the results you get in this highly collaborative environment.Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact .If you have a question regarding your application, please contact .To access Chewy's Customer Privacy Policy, please click . To access Chewy's California CPRA Job Applicant Privacy Policy, please click .
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Keywords: Chewy, Inc., North Attleborough , Senior Customer Service Instructional Designer, Hospitality & Tourism , Boston, Massachusetts