We are currently looking for an Instructional Designer Fluent in French and English to join Amazon’s Kindle Customer Service Team KDL-EU. You will be responsible for conducting Training Needs Analysis, Design and Evaluation of Training programmes and Standard Work tools. The Kindle Instructional Design team develops and maintains training programs that graduate high performing Customer Service associates, and you will have experience building both classroom and e-learning solutions.
Client Relationship Management
Collaborate effectively with Operations teams, subject matter experts (SMEs) and others on the Kindle Knowledge Management team to support corporate launches and department initiatives
Educate project teams on Customer Service processes and procedures to advocate for the Customer Service associates’ interests during new initiative project planning
Partner with Kindle business and product teams to propose and advocate for effective customer-centred solutions and to build associates’ comfort, confidence and competence in resolving customer issues
Perform needs and task analysis, scope projects, and evaluate existing documentation to identify the most appropriate training approach and content to meet the learning needs of Amazon customer service associates
Design and develop creative learner-centred, performance-based training programs, modules, and materials in multiple modalities including synchronous remote learning methodologies, blended classroom learning, interactive e-learning modules, videos, device learning labs, job aides, facilitator guides, and auxiliary practice, review, and resource materials in French
Develop valid training evaluation tools that evaluate behavioural and business impact
Effectively manage multiple projects and initiatives from scope to evaluation in closed-loop process
Coach and mentor supervisors, leads, and trainers of associates in effective facilitation strategies
The ideal candidate will be comfortable in a fast-paced, multi-tasked, high energy environment. They will be an adult learning expert and a creative and analytical problem solver with a passion for excellent customer service.
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