Our Opportunity:

Are you a credentialed Instructional Design leader with a passion for strategy and execution at scale? Are you intersected in leading our newly created Learning Architects team that has been chartered to do the same? Are you a leader that can see how you and your team will develop and prove the instructional strategies that will produce operational results in the contact and customer service industry? If so, then the Chewy Learning and Development team is looking for you!

The Chewy Learning and Development team is seeking an experienced Instructional Design strategist with top tier learning content strategy and planning skills. Someone who can help re-envision how learning in Chewy can be radically different, more efficient and results driven and drive that vision through their team. This role will lead a team of Sr. Learning Professionals focused on instructional strategy and partner with the Associate Director of Instructional Design who will help your team execute the strategy through content production. This strategic role is perfect for someone who can ‘see the whole field’ and operate as scale while doing so. The strategies you and your team produce will driver one Chewy customer experience and apply to both new hires and tenured audiences. The ability to Operate at Depth, Think Bigs, and Deliver Results will be hallmarks of the successful candidate. To deliver you will lead your team in collaborating closely with the other Chewy team members.

As the Associate Director of Learning Architects, you manage/design/build/implement the mechanisms and strategies to scale for the learning business for both new content creation as well as maintenance on existing content. The goal of all programs your team develops will is to deliver the highest possible customer satisfaction results and best operational KPI’s on time and collaborating to execute with the design production team and delivery arm of the larger L&D organization. The successful candidate will have experience in conducting training related analytics/Design and development/Implementation with overall program evaluation to incorporate the full ADDIE lifecycle for program strategies. This role will also require exceptional leadership skills where you may or may not directly manage the resources helping you build your programs. The right candidate will have the ability to influence and drive results in a highly collaborative environment while performance consulting with key business leaders on their long-term business needs.

What You’ll Do:

• Lead and execute instructional designer efforts to design, develop, and build blended learning content for Chewy business needs.
• Be able to write strong, measurable learning objectives and tie them to the business goals for the programs who request the team’s services.
• Evolve the Chewy Learning and Development blended learning strategy to the next level while partnering and collaborating with all the appropriate teams.
• Have mastery of complex adult learning theories, and how to apply them to common business problems. Knowing that the results are the key success metric.
• Develop and evangelize best practices in training, and lead/influence a team in executing them.
• Effectively function as a business partner as part of a Chewy Service Delivery Network.
• Work closely with our partners as Chewy implements an enterprise-wide learning management system and ensure that the training goals and objectives can be quantified and tied to not only LMS data and reporting, but also to your partners business metrics.
• Project manage your Instructional Design team to dates and schedules. This candidate may build the plans or help the team’s mange themselves to plans they build.
• Be a though leader in instructional design and innovation at a program level.

What You’ll Need:

• An advanced degree or certification in Performance Technology, Instructional Design, Adult Learning, or Teaching plus 10+ years of on-the-job application.
• 5+ years in onboarding (aka new hire training) along with tenured training program experiences at a program level.
• Documented experience in building learning strategies and the implementation of them.
• 3-5 years of experience leading FTE direct reports who are Sr. instructional designer and learning strategists. Doing this with vendors and outsource partners as well a plus.
• Proven experience with Instructional Design and performance consulting in cross group environments and the ability to drive metric improvements.
• Deep instructional design knowledge and the ability to convey the complex ID theories to internal stakeholders in a way that they can consume, and support.
• The ability to write strategic plans for the evolution of the curriculums they own, as well as the strategic evolution and wants of the LMS solution for reporting and features.
• Experience in using training consumption data to identify trends and improve program level training results based off quantifiable data. This will include using the LMS data to help performance consult with both internal and external partners to the business.
• The ability to conduct Level 3 and Level 4 evaluations based on the Kirkpatrick evaluation model.
• Proven e-learning design and development experience and experience with designing, developing, and delivering and blended learning strategies for full programs/multiple programs and lines of business that are interrelated.
• Experience coordinating and developing multiple projects at one time.
• Demonstrated ability to communicate effectively with peers, driving diverse workgroups to collaborative solutions while working with operations teams on overall New Hire performance and performance results of learning interventions.
• The ability to travel is a requirement. Travel could reach 10% or more if business needs arise.
• Exceptional communication skills and the ability to use Microsoft Office products in Word, PowerPoint, Excel, and Project.

Bonus:

• Proven top level strategic thinker/Instructional Designer who can manage strategic programs/projects at a curricula level.
• The ability to strategize how tactical projects support strategic initiatives and blend those into short-, mid-, and long-term plans across all of Customer Service. This also includes a building and executing a maintenance strategy for each program.
• The ability to help your team implement sound adult learning theories into practical application and challenge those that won’t prove our results with data.
• A master of interpreting data to apply to any potential solutions, identify root causes and inform decision making vs. ‘gut’ feelings alone.
• Inspect and validate all team programs achieve clear impacts to business results. The ability to simply quote adult learning theory is only part of the equation. The application of those theories to solve difficult business problems is critical to the success of this role.
• Expert in the application of Kirkpatrick’s evaluation model up to Level 3 at a minimum, demonstrable L4 ROI preferred.
• Exceptional project management skills across multiple strategic and tactical projects. You must be able to create the math to support project planning and hit the schedules you build.
• Clear understanding and ability to apply development ratio’s and % allocation across your team’s efforts.
• The ability to influence without authority cross group is a must have skill.
• The ability to deal with ambiguity and rapidly changing priorities diplomatically in a young company is critical. The primary focus of this role is learning strategy for a customer service, contact environment.
• Must be able to work well in a team and take on big challenges. How you accomplish your daily tasks is as important as the results you get in this highly collaborative environment.