Description

At Amazon, we’re inventing on behalf of customers, and with Amazon Leo, we’re redefining what global connectivity looks like. Our mission is to deliver fast, affordable broadband to unserved and underserved communities around the world through a constellation of low Earth orbit (LEO) satellites. Every system we build helps connect people to education, healthcare, opportunity, and each other.

As we scale our consumer customer support operations, we are looking for a Learning Experience Designer to develop engaging, effective training content for our B2C Customer Support team who serve Leo customers every day.

What you’ll do: You’ll design and develop customer service training content that equips Leo B2C Customer Support with the knowledge, skills, and tools they need to deliver exceptional customer experiences. You’ll build scalable learning solutions across onboarding, product knowledge, troubleshooting, and soft skills.

The problems you’ll solve:

• Translating complex Leo product and service information into clear, accessible training content for frontline customer support agents
• Designing learning experiences that work across diverse learner populations, 
• Keeping training content current as Leo products, policies, and support processes evolve
• Scaling content development to meet the demands of a growing global customer support organization
• Measuring training effectiveness and using data to continuously improve learning outcomes
  

Key job responsibilities

Training Content Development: 

• Design and develop customer service training content including eLearning modules, instructor-led training (ILT) materials, facilitator guides, job aids, and microlearning assets
• Build scenario-based and skills-based learning experiences that reflect real customer interactions and support workflows
• Create and maintain onboarding curricula for new vendor and FTE Customer Support Associates
• Develop product knowledge and troubleshooting training aligned to Leo’s evolving service offerings
  

Content Strategy and Stakeholder Collaboration:

• Partner with CS Operations, Quality Assurance, and subject matter experts to extract knowledge and translate it into effective learning experiences
• Collaborate with vendor training teams to ensure alignment on content, delivery standards, and learner outcomes
• Support the development and maintenance of the Leo B2C CS curriculum, ensuring content is accurate, current, and consistent across learner populations
  

Instructional Design and Innovation:

• Apply adult learning principles and instructional design frameworks (ADDIE, SAM) to create engaging, effective training
• Leverage modern authoring tools and AI-powered development platforms to accelerate content production
• Develop microlearning strategies and performance support tools to reinforce learning on the job
  

Performance Analytics and Continuous Improvement:

• Use Amazon Learn LMS data and performance metrics to evaluate training effectiveness and identify gaps
• Track content development progress across multiple concurrent projects
• Adapt quickly to evolving product features, CS policies, and organizational priorities
• Collaborate with the training delivery team to ensure seamless handoff from development to implementation
  

Export Control Requirements:

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

A day in the life

You’ll start your morning collaborating with Customer Support Operations leads, subject matter experts, and Quality teams to identify knowledge gaps and training needs. You might be building an eLearning module on Leo device troubleshooting, scripting a scenario-based simulation for handling escalations, or updating a facilitator guide ahead of a new product launch. You’ll review content for accuracy and alignment with CS policies, coordinate with vendor training teams on delivery timelines, and analyze completion and performance data to refine your approach.

About the team

You’ll join the Amazon Leo Learning & Development team, a group dedicated to enabling the success of Leo’s Customer Support organization through high-quality training solutions. We partner closely with CS Operations, Quality, Product, and vendor partners to ensure every support associate is prepared to represent the Leo brand. We value learner-centered design, data-driven decisions, and the ability to move quickly without sacrificing quality.

Basic Qualifications

• Bachelor’s degree or equivalent in Instructional Design, Educational Technology, Technical Training, Design, or a related field
• 4+ years of learning design, learning science, instructional design, educational psychology, or similar field experience
• Experience with eLearning authoring tools and other design programs including: Storyline/Rise 360, Vyond, Adobe Creative Suite, and Camtasia
• Experience working in a contact center environment
• Experience with adult learning instructional design methods and best practices
• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
• Experience designing and developing IT or technical training materials and content
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams

Preferred Qualifications

• Knowledge of learning management systems (LMS) and platforms
• Experience with AI-powered content development tools (Synthesia or similar video generation)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, VA, Arlington – 118,200.00 – 160,000.00 USD annually

USA, WA, Bellevue – 118,200.00 – 160,000.00 USD annually