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Digital & Device Customer Service Instructional Designer


Dublin, Ireland


Amazon’s Digital and Device Customer Service department is currently seeking an Instructional Designer to develop modular, performance-based training content with high standards of quality, efficiency, and scalability. The successful candidate will be joining a dynamic worldwide team that works hard at creating and maintaining both classroom and eLearning training programs to graduate high-performing Customer Service Associates working across multiple contact media (phone, Email and chat).

· Perform needs analysis, scope projects, and evaluate existing documentation to identify the most appropriate training approach and content to meet the learning needs of the Customer Service associates and support the achievement of their performance-based objectives.
· Independently design and develop creative learner-centered, performance-based training programs, modules, and materials in multiple modalities, including synchronous remote learning methodologies, blended classroom learning, interactive e-learning modules, videos, device learning labs, infographics, facilitator guides as well as auxiliary practice, review, and resource materials.
· Collaborate with a global team of instructional designers.
· Collaborate effectively with Operations teams, trainers, subject matter experts (SMEs) to support corporate launches and department initiatives.
· Manage complex relationships with stakeholders in an environment with short deadlines and high business impact.
· Effectively manage medium to large, cross-functional projects from initiation to evaluation.

The ideal candidate will be comfortable in a fast-paced, multi-tasked, high energy environment. They will be an experienced adult learning professional and a creative and analytical problem solver with a passion for excellence in customer service.


· A bachelor's degree in a relevant field, or equivalent hands-on experience
· Comprehensive knowledge and proven application of learner-centered, performance-based instructional theories and adult learning principles in multi-modal instruction
· Minimum 3 years of professional experience in instructional design, ideally in a major customer service and/or corporate training environment within a multicultural structure
· Strong verbal and written communication skills
· Excellent collaboration and interpersonal skills
· Able to prioritize in complex, fast-paced work environment and manage time appropriately
· Strong self-directed project management skills, with a very good ability to work independently
· Fluency in all Microsoft Office applications with excellent PowerPoint skills


· BA/Master’s Degree in relevant field
· Proven familiarity in the use of a large-scale LMS to host content
· Experience in social-collaborative learning methodologies
· Familiarity with the Amazon brand and shopping experience
· Familiarity with Amazon devices and digital offerings
· Demonstrated proficiency with the full Articulate package.


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