Learning Experience Designer, Amazon Leo

Amazon • Arlington, VA

18d

About The Position

At Amazon, we’re inventing on behalf of customers, and with Amazon Leo, we’re
redefining what global connectivity looks like. Our mission is to deliver fast,
affordable broadband to unserved and underserved communities around the world
through a constellation of low Earth orbit (LEO) satellites. Every system we
build helps connect people to education, healthcare, opportunity, and each
other.

As we scale our consumer customer support operations, we are looking for a
Learning Experience Designer to develop engaging, effective training content for
our B2C Customer Support team who serve Leo customers every day.

What you'll do: You'll design and develop customer service training content that
equips Leo B2C Customer Support with the knowledge, skills, and tools they need
to deliver exceptional customer experiences. You'll build scalable learning
solutions across onboarding, product knowledge, troubleshooting, and soft
skills.

The problems you'll solve:
• Translating complex Leo product and service information into clear, accessible
training content for frontline customer support agents
• Designing learning experiences that work across diverse learner populations,
• Keeping training content current as Leo products, policies, and support
processes evolve
• Scaling content development to meet the demands of a growing global customer
support organization
• Measuring training effectiveness and using data to continuously improve
learning outcomes

Requirements

• Bachelor's degree or equivalent in Instructional Design, Educational Technology, Technical Training, Design, or a related field
• 4+ years of learning design, learning science, instructional design, educational psychology, or similar field experience
• Experience with eLearning authoring tools and other design programs including: Storyline/Rise 360, Vyond, Adobe Creative Suite, and Camtasia
• Experience working in a contact center environment
• Experience with adult learning instructional design methods and best practices
• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
• Experience designing and developing IT or technical training materials and content
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Nice To Haves

• Knowledge of learning management systems (LMS) and platforms
• Experience with AI-powered content development tools (Synthesia or similar video generation)

Responsibilities

• Design and develop customer service training content including eLearning modules, instructor-led training (ILT) materials, facilitator guides, job aids, and microlearning assets
• Build scenario-based and skills-based learning experiences that reflect real customer interactions and support workflows
• Create and maintain onboarding curricula for new vendor and FTE Customer Support Associates
• Develop product knowledge and troubleshooting training aligned to Leo's evolving service offerings
• Partner with CS Operations, Quality Assurance, and subject matter experts to extract knowledge and translate it into effective learning experiences
• Collaborate with vendor training teams to ensure alignment on content, delivery standards, and learner outcomes
• Support the development and maintenance of the Leo B2C CS curriculum, ensuring content is accurate, current, and consistent across learner populations
• Apply adult learning principles and instructional design frameworks (ADDIE, SAM) to create engaging, effective training
• Leverage modern authoring tools and AI-powered development platforms to accelerate content production
• Develop microlearning strategies and performance support tools to reinforce learning on the job
• Use Amazon Learn LMS data and performance metrics to evaluate training effectiveness and identify gaps
• Track content development progress across multiple concurrent projects
• Adapt quickly to evolving product features, CS policies, and organizational priorities
• Collaborate with the training delivery team to ensure seamless handoff from development to implementation

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level