Senior Manager, Instructional Design

Our Opportunity:
Chewy is looking for a Sr. Manager, Instructional Design to join our Customer Service Team located near one of our hubs (Hollywood, FL, Dallas, TX, Seattle, WA, Minneapolis, MN). This role will own the design, development, and optimization of learning programs that support Customer Care new hire onboarding and internal mobility initiatives. This role will play a critical part in improving the employee experience, reducing time to proficiency, and enabling career growth within our Customer Care organization. As the Sr. Instructional Design Manager, you will be responsible for a team of Sr. Instructional Designers and collaborate cross-functionally with stakeholders in Learning C Development, Operations, Program Management, and HR to build scalable, engaging, and outcomes-driven learning solutions. Your focus will be on driving learner engagement, knowledge retention, and skill application for frontline and transitioning non-exempt employees. The person in this role is also required to perform all tasks in observance of Chewy's brand standards, and adherence to our Operating Principles and Customer Service standards.
What You'll Do:

• Lead, mentor, and develop a high-performing team of Senior Instructional Designers; provide strategic direction and ensure alignment with broader organizational priorities.
• Oversee the development of multi-modal learning experiences, including eLearning, VILT, microlearning, simulations, and performance support tools.
• Establish standards and frameworks for instructional design excellence, ensuring consistency, accessibility, and scalability across programs.
• Translate organizational goals and performance data into scalable learning solutions that improve time to proficiency, employee engagement, and customer
• Stay current on learning trends, tools, and technologies to continuously innovate and modernize instructional practices.
• Evaluate emerging tools and technologies to modernize the learner experience and streamline content delivery; assess learning needs and identify and propose appropriate delivery methods for new and existing training programs.
• Provide oversight and strategic feedback into LMS structure and governance, ensuring effective organization, tagging, and deployment of learning content.
• Partner with subject matter experts (SMEs), operations leaders, compliance, legal, and HR partners to ensure learning content aligns with business objectives and operational standards.
• Serve as a thought partner in workforce planning efforts, identifying learning pathways that support career growth, mobility, and succession planning.
• Use data and feedback to evaluate program efficiency and continuously improve content, delivery methods, and learner outcomes.
• Maintain a scalable content architecture and ensure materials are accurate, up-to- date, and easily accessible.

What You'll Need:

• Bachelor's degree in Instructional Design, Education, Interpersonal Development, or related field (Master's preferred).
• 7+ years of experience in instructional design, with at least 3 years in a leadership or management role.
• Excellent project management, interpersonal, and communication
• Demonstrated ability to translate business needs into learning
• Strong understanding of adult learning theory, instructional design models (e.g., ADDIE, SAM), and learner-centric design.
• Proficiency in authoring tools such as Articulate 360, Adobe Captivate, or
• Experience with Learning Management Systems (LMS), especially for tracking, reporting, and deployment of learning solutions.
• Experience working in fast-paced, customer-focused, or high-growth environments
• Previous experience in customer service and/or other high-volume service-oriented industries is a bonus.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
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Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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 [email protected].
If you have a question regarding your application, please contact [email protected].
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