Senior Instructional Designer
Senior Instructional Designer
Samsara
Samsara is a pioneering company in the Connected Operations Cloud, focusing on improving the safety, efficiency, and sustainability of physical operations across various industries. The Senior Instructional Designer III role is part of the Customer Support Enablement team, responsible for designing effective learning experiences to enhance agent performance and customer experience. The position involves cross-functional collaboration, needs assessments, multimedia content creation, and the use of AI tools for training optimization.
Qualification
- Proven experience in instructional design and developing training programs.
- Strong understanding of customer support operations and KPIs.
- Experience with multimedia content creation and eLearning tools.
- Familiarity with AI tools for training optimization.
- Excellent communication and collaboration skills.
- Strong business acumen and ability to drive strategic programs.
Responsibility
- Design engaging and effective learning experiences to improve agent performance and customer experience.
- Conduct needs assessments to identify training requirements.
- Develop multimedia learning assets including eLearning, videos, and standard operating procedures (SOPs).
- Utilize AI tools to create scalable training solutions.
- Evaluate training impact through key performance indicators (KPIs) such as CSAT, TTR, and deflection.
- Collaborate with cross-functional teams to develop and deliver scalable content and resources.
- Foster a culture of continuous improvement within the team.
