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Instructional Designer, Customer Support
Spotify
New York, NY, United States
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At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music they love.
We seek an Instructional Designer with a passion for creating innovative and effective learning solutions that unlock the potential for a global workforce to deliver the best possible customer experience. In this role, you’ll develop and maintain a variety of classroom and digital materials for both new hires and experienced advisors within our Social Customer Support and Artist Services teams.
The Instructional Designer will be expected to work independently in a rapidly changing environment, manage projects to completion with guidance from the Training Manager and maintain an eye towards analytics while continuing to enhance the relationship between BPO partners and the Spotify Customer Support organization. We want someone who is passionate about Social Customer Care and Artist Support, and can blend the learning experience with Spotify’s culture to keep training fun.
What you’ll do
• Develop course content and engaging learning activities for a global audience of Social Customer Support & Artist Services advisors located across several time-zones
• Partner with multiple stakeholders and subject matter experts to collect necessary information to create high quality learning content
• Assist with development and maintenance of advisor learning roadmaps
• Create supporting material/media (audio, video, simulations, role plays, games etc)
• Provide exercises and activities that enhance the learning process
• Design and develop training and assessments for new hire & ongoing initiatives
• Apply tested instructional design theories, practice, and methods
• Identify opportunities to refine processes that can improve the operating rhythm of the team
• Conduct Train-the-Trainer sessions to prepare Trainers located in our contact centers so they can deliver training to local teams
• Partner with multiple BPOs to gather feedback and execute on training needs to support enterprise and site-specific goals
• Deliver training virtually or in-person on a variety of topics to local and remote audiences
• International travel up to 15%
Who you are
• Minimum 3 years experience creating blended learning solutions; variations of ILT and eLearning
• Experience developing training that engages the learner, such as simulations, narration and audio, games, video
• Expert with applying adult learning methods, ADDIE, action mapping and storyboarding, & current trends in training
• Lesson and curriculum planning skills
• Experience designing training content for scale; bigger audiences and more locations
• Ability to assess training effectiveness using assessments and reporting
• Experience working in a Learning Management System (LMS)
• Experience editing image, video, and audio to develop digital learning formats
• Demonstrates the ability to skillfully deliver training and manage a classroom of learners with varying level of expertise and learning styles
• Ability to work independently with limited supervision and as part of a team on a shared deliverable
• Ability to work with a variety of stakeholders such as Product Owners, SMEs, software developers, Project Managers, Analysts
• Ability to hit deadlines on simultaneous deliverables in a fast-moving environment. Willing to step outside of your comfort zone to develop creative learning solutions that balance level of effort and quality of learning
• Basic understanding of technical terminology
Tools/Software Requirements
• Advanced skills with either Articulate Storyline or Adobe Captivate
• Advanced skills with either Microsoft Office or Google Apps
• Intermediate skills with video recording software such as QuickTime, Camtasia
• Intermediate skills with Audio recording software such as Audacity, Garageband
• Familiar with the Spotify product
Bonus
• Experience working at an agile software company
• Worked in a global company with stakeholders and/or audiences located in a variety of places
• Bachelor’s or Master’s degree in adult learning or learning design/development
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and our creators. This is something we value deeply and we encourage everyone to come be a part of changing the way the world listens to music.