Senior Customer Service Instructional Designer
About The Position
Our Opportunity: Chewy is looking for a Senior Instructional Designer to join our Customer Care Learning and Development team. In this senior individual contributor role, you’ll help Customer Care team members feel prepared, confident, and supported in the moments that matter most for pet parents. You’ll solve complex performance and learning challenges by diagnosing needs, translating operational complexity into clear learning experiences, and crafting scalable solutions that strengthen agent capability, confidence, and job performance. You’ll develop learning and performance-support solutions for new hire, continuing education, systems, process, policy, and performance-improvement needs across virtual classroom, digital, blended, and on-the-job formats. This role calls for strong instructional design judgment, thoughtful stakeholder partnership, clear writing, and the ability to use learning technology, data, and AI-enabled workflows to prototype, improve, and scale solutions that reduce friction, support facilitators, strengthen transfer, and connect learning activity to measurable operational impact. The candidate must be located near one of our hubs in Dallas, TX, Minneapolis, MN, Seattle, WA, or Plantation, FL. While this position is primarily remote, the candidate will be expected to commute into the office for semiannual events or meetings.
Requirements
- 5+ years of professional instructional design, learning experience design, training design, or equivalent experience, with evidence of independently owning complex learning projects from analysis through implementation.
- Strong instructional design judgment, including needs analysis, measurable objectives, practice design, assessment alignment, feedback design, learning transfer, and the ability to translate complex process, policy, system, or operational information into clear learning and performance-support solutions.
- Strong communication and writing skills, including plain-language learner-facing copy, scripts, storyboards, facilitator materials, job aids, assessments, stakeholder documentation, and constructive communication with partners at all levels of the organization.
- Proficiency with instructional design, content-development, productivity, and learning platforms, including tools such as Articulate 360, Storylane.io, Vyond, PowerPoint, screen capture/video tools, Microsoft Office, collaborative document review workflows, and Learning Management Systems.
- Experience applying AI, automation, learning technologies, and instructional design judgment to solve systemic performance problems, including the ability to translate emerging tools into practical, scalable learning solutions that reduce friction, improve transfer, support facilitators, and connect learning activity to measurable operational impact.
- Bachelor’s degree in Instructional Design, Education, Learning Design, Business, Communications, or a related field, or equivalent practical experience.
- Strong project ownership and professional judgment, including attention to detail, time management, organization, prioritization, initiative, curiosity, collaboration, self-motivation, comfort with ambiguity, and the ability to communicate risks or tradeoffs in a fast-paced environment.
Nice To Haves
- Previous experience in Customer Care, customer service, contact center, operations, retail, or another high-volume service-oriented environment
- Relevant certifications or demonstrated experience in facilitation, change management, accessibility, performance consulting, learning evaluation, or learning technology
- Experience designing complex, performance-based learning experiences, such as scenario-based learning, simulations, branching practice, role-play activities, decision-making exercises, or assessments that measure real-world application rather than recall
- Advanced degree in Instructional Design, Learning Design, Education, Human Resources, Training, or a related field, or demonstrated thought leadership through advanced practice, portfolio work, research, conference presentations, publications, or contributions to instructional design standards and reusable team frameworks
Responsibilities
- Design and develop clear, engaging, and accessible learning and performance-support solutions for Customer Care Team Members across classroom, virtual, digital, blended, and on-the-job formats, including e-learning, facilitator guides, job aids, assessments, scenarios, simulations, video scripts, microlearning, and other assets
- Consult with business partners, operations leaders, SMEs, Training Managers, project managers, and end users to clarify performance needs, define learning outcomes, and recommend appropriate solutions
- Apply evidence-informed instructional design practices, including performance-based objectives, realistic practice, feedback, cognitive load management, assessment alignment, and transfer support
- Partner with stakeholders to deliver customized learning solutions, align on review cycles, manage scope, communicate tradeoffs and risks, and support consistent standards, templates, and quality expectations across a geographically dispersed workforce
- Identify, prototype, and scale AI-enabled learning systems that improve learner practice, feedback, personalization, trainer efficiency, and business outcomes, moving beyond one-off content creation to reusable solutions such as simulations, adaptive coaching, embedded reflection, performance-support workflows, and data-informed improvement loops
- Evaluate feedback, quality data, assessment results, adoption trends, and other key metrics to measure effectiveness and recommend continuous improvements
- Perform other duties as assigned; position may require travel
Benefits
- 401k
- new hire and annual equity grant
- annual bonus
- medical/Rx insurance
- vision insurance
- dental insurance
- life insurance
- disability insurance
- hospital indemnity insurance
- critical illness insurance
- accident insurance
- parental leave
- family services benefits
- backup dependent care
- flexible spending accounts
- telemedicine
- pet adoption reimbursement
- employee assistance program
- 10% off pet insurance
- 20% off at Chewy.com
- unlimited PTO (subject to manager approval)
- six paid holidays per year
- paid sick and family leave in compliance with applicable state and local regulations
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What This Job Offers
Job Type
Full-time
Career Level
Senior
