Senior Instructional Designer

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 special 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 happiness. 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 partner 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 content.
• 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 sophisticated 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 lead programs to dates and schedules. This individual may build the plans or help the team handle 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 Instructing plus 7-10 years of on-the-job application with programs.
• Validated 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 sophisticated ID theories to internal stakeholders in a way that they can consume, and support.
• Validated 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.

Bonus:

• Confirmed Instructional Design skills including the ability to write and lead terminal and enabling learning objectives in content, build design documents, and author content from scratch.
• Shown 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.
• Shown Learner Experience Design skills including visual design, usability, interactive design, and accessibility.
• Validated 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 required including the ability to work in Word Templates.
• The ability to apply learning theories to tackle difficult business problems is essential to the success of this role.
• Strong project management skills across multiple strategic and tactical projects. 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 constantly evolving priorities respectfully.
• Must be able to work well in a team and tackle big challenges. How you accomplish your daily tasks is as important as the results you get in this highly collaborative environment.

Compensation & Benefits:

Our pay range for a Senior Customer Service Instructional Designer position is $95,500.00 – $152,500.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

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 CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

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About Organization

At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.

We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.

We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.

At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.

Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.

We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.

We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.