Senior Instructional Designer

About the Role

Chewy’s Learning and Development team is seeking an instructional designer with a solid background in customer service training and e-learning development. In this role, you will focus on building curricula, courses, lessons, and sub-topics for multiple training programs and initiatives. The ideal candidate will design both Instructor-Led Training and e-learning to drive improvements in customer satisfaction. Your work will directly impact professionals' ability to resolve customer issues while aligning with Chewy’s Operating Principles.

Responsibilities

• Lead curriculum development and maintenance for Customer Service new hire or migration curricula.
• Collaborate with a team of instructional designers to create blended learning content for troubleshooting and customer service needs.
• Write strong, measurable learning objectives (terminal and enabling) tied to business goals.
• Develop, follow, and promote 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 and evolve Chewy’s blended learning strategy.
• Apply complex adult learning theories to solve business problems and achieve results.
• Act as a business partner within the Chewy Operations team.
• Project manage programs to deadlines, including building or managing plans.
• Mentor and support the development of junior team members.

Requirements

• An advanced degree or certification in Performance Technology, Instructional Design, Adult Learning, or Teaching, plus 7-10 years of relevant experience.
• Proven experience in instructional design and performance consulting in cross-group environments, with a track record of driving metric improvements.
• Deep instructional design knowledge and the ability to convey complex theories to internal stakeholders.
• Experience designing, developing, delivering, and evaluating blended learning courses/lessons.
• Ability to manage multiple projects simultaneously.
• Demonstrated ability to communicate effectively and drive collaborative solutions in diverse workgroups.
• Experience with Learning Management Systems (LMS).
• Exceptional communication skills and proficiency in Microsoft Office (Word, PowerPoint, Excel).

Skills

• Proven instructional design skills, including writing and managing learning objectives, building design documents, and authoring content from scratch.
• Multimedia development experience with eLearning authoring tools (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.
• Learner Experience Design skills, including visual design, usability, interactive design, and accessibility.
• Learning technology skills, including LMS administration, design tool implementation, and SCORM debugging. xAPI, chatbots, and AI technologies are a plus.
• Strong project management skills across multiple strategic and tactical projects, with experience using tools like Jira, Smartsheet, or Asana.
• Ability to influence without authority and navigate ambiguity in a fast-paced, collaborative environment.

Pay

The base salary range for this role is $100,000 - $160,000. The specific salary offered may vary based on experience, education, and work location.

Benefits

• 401k and annual equity grants; C08+ positions may also be eligible for annual bonuses.
• Comprehensive insurance options: medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident.
• Parental leave, family services benefits, backup dependent care, and flexible spending accounts.
• Telemedicine, pet adoption reimbursement, and an employee assistance program.
• Discounts: 10% off pet insurance and 20% off at Chewy.com.
• Unlimited PTO (exempt salary team members, subject to manager approval).
• Six paid holidays per year.
• Eligibility for paid sick and family leave in compliance with applicable state and local regulations.