CX Learning & Performance Designer

Sonos•Remote - US Massachusetts, MA

2d•$100,000 - $125,000•Remote

About The Position

The CX Training team is looking for a Learning & Performance Designer who pairs strong instructional design craft with genuine operational curiosity. Someone who spends time with agents and team leads, learns the processes end-to-end, and brings that firsthand knowledge into every course and resource they build. The Customer Experience Training team partners with internal and external stakeholders to develop training that enables agents to excel at supporting Sonos products, software, and services. We’re a small team with high impact, and we do our best work when we’re close to the business.

Requirements

8+ years of instructional design or learning development experience, with demonstrated experience leading learning strategy and curriculum development within or closely alongside a customer service, contact center, or technical support environment
Bachelor's degree in Instructional Design, Learning & Development, Education, or equivalent experience
Proven track record of defining learning standards, frameworks, or methodologies adopted across teams or functions
Experience leading complex, multi-stakeholder learning projects from needs analysis through evaluation
Expertise in instructional design methodology, including adult learning principles, performance-based design, and curriculum architecture for complex technical content
Ability to independently master complex technical and procedural subject matter and translate it into clear, engaging, learner-centered training without requiring SMEs to build content
Strong strategic analysis skills: able to synthesize data from multiple sources (QA findings, performance metrics, operational feedback) to identify learning priorities and anticipate future needs
Advanced proficiency with multimedia authoring tools such as Articulate 360, Captivate, or equivalent, including ability to establish standards and mentor others on tool usage
Demonstrated ability to influence senior stakeholders, drive consensus across functions, and present complex learning recommendations to leadership
Experience defining and implementing learning measurement frameworks that connect training outcomes to business performance metrics
Ability to manage a portfolio of projects with competing deadlines while maintaining quality standards
Strong process analysis skills: able to observe, map, and evaluate agent workflows to identify knowledge, skill, or system gaps

Nice To Haves

Experience delivering instructor-led training and train-the-trainer programs
Background in QA, performance measurement, or workforce management in a customer service context
Experience designing training for global, multi-site, multi-language support organizations
Familiarity with learning management systems (LMS) administration and reporting
Experience with AI-powered learning tools or adaptive learning technologies
Strong technical writing and documentation skills
Experience mentoring junior instructional designers or leading learning project teams

Responsibilities

Define and own the learning strategy and curriculum architecture for CX training programs, establishing standards, frameworks, and methodologies that ensure consistency, scalability, and alignment with organizational goals across multiple regions and partner sites
Serve as the recognized subject matter expert on instructional design and performance improvement within CX, providing technical leadership, guidance, and mentorship to peers and cross-functional partners on learning best practices
Design and develop complex, multi-modal training solutions including online self-paced courses, instructor-led sessions, virtual learning experiences, job aids, and certification programs that address wide-ranging performance gaps across the CX organization
Lead the strategic needs analysis process for the function, integrating data from QA findings, performance metrics, product changes, and operational feedback to anticipate training needs 6-12 months ahead and propose proactive learning investments
Drive consensus among senior stakeholders across CX Operations, QA, Product, and Technology to align learning priorities with business objectives, presenting complex recommendations and influencing resource allocation decisions
Create and maintain design standards and quality assurance processes for all CX learning content, ensuring technical integrity, brand consistency, and pedagogical effectiveness across the training portfolio
Own the learning measurement framework, defining metrics and evaluation criteria that connect training outcomes to agent performance KPIs (AHT, CSAT, FCR, quality scores), and using data to continuously improve content and delivery methods
Proactively embed in CX operations to maintain deep, current knowledge of agent workflows, tools, and challenges, reducing reliance on extended SME cycles by bringing operational expertise directly into curriculum development
Manage a portfolio of concurrent course development projects at various stages, establishing clear timelines, coordinating cross-functional dependencies, and driving work to completion while balancing speed with quality
Collaborate with engineering, product, and technology teams to develop specifications for training content related to new products, features, and system changes, ensuring learning solutions are ready at launch
Identify opportunities to leverage emerging learning technologies, AI-powered tools, and innovative delivery methods to scale training impact and improve learner engagement

Benefits

Medical, Dental, and Vision Insurance
A 401(k) plan with company matching and immediate vesting
An Open Time Off policy (OTO)
80 hours of sick time upon hire, refreshed annually
Up to 12 paid holidays per calendar year
Generous paid leave program for new parents or to care for a family member with a serious health condition
Short- and long-term disability for your own medical condition
Company-paid Disability, Life, and AD&D Insurance
Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance
Mental health benefits to support your holistic well-being
A generous employee discount program & Sonos Radio HD - on us!