Customer Service Instructional Designer

Job Description:

Job description

Are you an Instructional Designer who loves turning complex customer service work into clear, practical learning? Do you enjoy building blended learning, solving messy content problems, and keeping training accurate as the business changes? Are you looking for a fast-paced team where strong design, careful development, and good judgment all matter? Then the Chewy Customer Care Learning and Development team is looking for you!

The Instructional Designer will create self-paced, instructor-led, virtual instructor-led, and blended learning. Deliverables may include e-learning courses, system simulations, facilitator materials, content narratives, job aids, practice activities, assessments, audio, and video.

Course maintenance and Change Control are regular parts of this role. The Instructional Designer will investigate requests, review existing curricula, identify affected learning assets, make approved updates, complete quality checks, and prepare materials for publishing. The role also owns assigned courses, modules, and smaller training programs within the learning strategy established by Learning Architects and business partners.

The successful candidate will work closely with subject matter experts, Learning Architects, Program Managers, Training Delivery, Learning Operations, Knowledge Management, and other Instructional Designers. They will manage several assignments at once, work through changing requirements, and build the Customer Care business knowledge needed to make accurate instructional decisions.

The learning developed and maintained in this role will directly affect how Customer Care Team Members support Chewy customers while living the Chewy Operating Principles.

Responsibilities

• Design and develop self-paced, instructor-led, virtual instructor-led, and blended learning, including e-learning courses, simulations, facilitator materials, job aids, practice, assessments, and media.
• Own assigned courses, modules, learning assets, maintenance requests, or smaller training programs within an approved learning strategy and project scope.
• Investigate Change Control and Training Maintenance Requests, identify affected learning assets, complete approved updates, and raise requests that require broader analysis or a change in scope.
• Translate information from subject matter experts, policies, knowledge articles, project documents, and system demonstrations into clear instruction with measurable objectives, realistic practice, and assessment.
• Apply adult-learning principles, accessibility practices, usability standards, templates, brand standards, and established development processes.
• Conduct self-review and peer review for accuracy, learner clarity, accessibility, visual consistency, links, media, and technical function. Coordinate reviews and apply feedback.
• Maintain accurate source files, review links, version history, and documentation. Prepare complete publishing and implementation handoffs.
• Estimate and manage several concurrent assignments, communicate status and risks, meet deadlines, and build the Customer Care business knowledge needed for accurate decisions.

Qualifications

• A bachelor’s or advanced degree or certification in Instructional Design, Adult Learning, Education, Performance Improvement, or a related field, or equivalent professional experience.
• Demonstrated experience designing and developing adult learning in Articulate Rise or a comparable authoring tool.
• Experience creating and maintaining self-paced, instructor-led, virtual instructor-led, or blended learning.
• Working knowledge of instructional design models, learning objectives, content sequencing, practice, assessment, accessibility, and learner experience design.
• The ability to analyze complex source material, identify gaps, ask focused questions, and work effectively with subject matter experts and cross-functional partners.
• Strong writing, editing, visual-design, quality-review, project-organization, and Microsoft Office skills.
• Experience with customer service or contact center training, Learning Management Systems, xAPI, Asana, or AI-supported development tools is preferred.

Skills

• E-learning and multimedia development using tools such as Articulate Rise, Storyline, Storylane, Vyond, Camtasia, or Adobe Creative Cloud.
• Learner experience design and quality review, including accessibility, usability, cognitive-load management, visual hierarchy, practice, assessment, and technical testing.
• Course maintenance, content-impact analysis, version control, documentation, review management, and publishing handoffs.
• Project and stakeholder communication, including estimating work, managing changing priorities, resolving conflicting feedback, and raising scope or timeline risks.

• 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. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, 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. 

Exempt salary team members have unlimited PTO, subject to manager approval. 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 an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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.

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