Instructional Designer, Shipping & Delivery Support

DESCRIPTION

Role available in Nashville, TN or alternate corporate offices including Seattle, WA or Arlington, VA.

Are you eager to support Customer Service (CS) Associates in connecting millions of worldwide customers with billions of deliveries?

The Shipping & Delivery Support (SDS) Learning, Language, Content, Communications (L2C2) team is looking for an exceptional instructional designer to create, and continuously improve, learning programs using an array of creative approaches based in learning science that inspire learners and drive productivity.

This includes both self- and instructor-led trainings for our CS Associates around the world. The role requires an individual who can innovate, move quickly, and not be constrained by how things have been done before.

The role also requires an individual who can earn trust, manage stakeholders, and have a proactive approach to problem solving. You will have experience digging into data to discover pain points and developing content strategy that solves those problems.

Key job responsibilities

• Use appropriate tools and delivery methods to produce blended learning materials promoting learning through self-study, practice, performance support, socialization and knowledge-sharing.
• Conduct needs analysis to design and develop bar-raising, accessible, scalable learning solutions for multiple modalities and a global audience.
• Pursue a deep understanding of multiple learner roles supporting multiple operational programs to ensure learning solutions meet the needs of the business and learners.
• Develop evaluation strategies measuring learner outcomes of knowledge acquisition and impact to business metrics.
• Develop comprehensive training/design plan to monitor progress and serve as a communication tool for stakeholders.
• Prioritize effectively to manage multiple concurrent projects and initiatives.
• Collaborate effectively with other teams and subject matter experts (SMEs) to support launches of new products and services, as well as supporting updates to existing products and services.
• Perform LMS administration tasks including: upload of new content, update to existing content, curricula creation, and report generation.
• Maintain knowledge of new learning approaches, technology and tools.

BASIC QUALIFICATIONS

• 2 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
• 2 years direct experience in designing training content to include eLearning courses, instructor-led materials, job aids, system simulations, multimedia products (video, graphic, audio), and other training materials.
• 2 years direct experience using eLearning authoring tools to build learning experiences that include assessments, interactive activities, animated videos, graphics and images, and text-based content. (Articulate Studio/Storyline, Camtasia, Adobe Creative Suite, and Vyond)
• Experience with coordination for global initiatives, including localization of training content.
• Experience using learning data to inform continuous improvement.
• Bachelor’s degree, industry certifications, or equivalent experience in learning design, learning science, instructional design, educational psychology, or similar field.
• A work sample demonstrating your experience and skill using course authoring tools and instructional design theory will be will be required as part of the hiring process.

PREFERRED QUALIFICATIONS

• 2 years of driving end to end delivery, and communicating results to senior leadership experience
• 2 years of driving process improvements experience
• Solid project management skills including planning work, managing details, keeping multiple tasks/projects on track, working under tight timelines, and delivering results.
• Excellent verbal, written, interpersonal communication abilities including skills in explaining technical topics to novices and collaborating with subject matter experts, global stakeholders, and managers.
• Expert knowledge of adult learning theory.
• Proven ability to demonstrate agile mindset to adapt to evolving requirements and make progress despite ambiguity.
• Graduate degree in learning design, learning science, instructional design, educational psychology, or similar field.
• Experience with customer service or delivery organizations.
• Experience using learning data to inform continuous improvement.
• Experience working in a scrum-based development cycle.
• Fluency (verbal and written) in French, Italian, German, Spanish, Portuguese, and/or Japanese.