Learning Experience Designer, Learning Excellence and Development (LEAD)

The LEAD (Learning Excellence and Development) team, sitting within Returns Operations Excellence (ROE) in Worldwide Returns & ReCommerce (WWRR), is seeking a passionate, detail-oriented, and results-driven Learning Experience Designer (LXD) to own and deliver high-quality virtual learning solutions for our operational workforce across the Relo Network.

The LXD carries programmatic ownership of assigned learning programs and training modalities from strategy through delivery, measurement, and ongoing iteration.

This role works independently across multiple client teams and stakeholder groups within WWRR, translating operational realities into engaging, effective, and scalable digital learning experiences.

It requires proficiency in Articulate 360, working knowledge of Umbrella as a learning management platform, and the technical fluency to design, build, and manage learning solutions within the Umbrella ecosystem — including in-app training, automated training capabilities, and emerging modalities introduced into the Relo Network.

There are no direct reports in this role. Your impact is achieved through the quality, relevance, and measurable effectiveness of every learning program and solution you own and deliver.

Key job responsibilities

Program Ownership & Management

• Carry end-to-end programmatic ownership of assigned learning programs and training modalities within the Relo Network — from needs analysis through delivery, measurement, and continuous iteration
• Manage program scope, milestones, and stakeholder communication for all owned programs; drive timely decisions and clear blockers proactively
• Own the program roadmap for assigned learning initiatives; sequence work based on business impact and resource constraints
• Provide regular written program status updates to LEAD leadership; write clear standard work for LXD processes and maintain accurate documentation across all owned programs and modalities
• Contribute to OP planning inputs for owned programs as required

Training Modality Design & Platform Development

• Own the design, build, and ongoing management of assigned training modalities within the Relo Network — including in-app training, in-app coaching and refresh experiences, Kindle integrated training, and self-directed learnings
• Design and build Umbrella-compatible training content; identify and implement opportunities to expand Umbrella's training capabilities as new modalities are introduced into the network
• Lead discussions with Program Managers to design and implement automated training solutions; translate complex technical requirements into accessible, effective learning experiences for non-expert audiences
• Manage and implement translation expansion efforts across the network, leveraging available tools and AI to increase language availability at scale
• Partner with technical stakeholders and Program Managers in the analysis, build, pilot, launch, maintenance, and versioning process for new learning products and modalities
• Absorb complex technical and operational information quickly; explain it simply and accurately to non-expert learner audiences

Learning Experience Design & Development

• Conduct complex needs analyses to define business problems, learning objectives, and solution approaches that may not be pre-defined at the outset
• Design and develop virtual, asynchronous learning solutions — including eLearning modules built in Articulate 360, performance support tools, knowledge checks, and job aids — that meet LEAD's publication bar and drive observable behavioral change
• Apply adult learning principles and instructional design best practices throughout the design and development process
• Leverage rapid, agile, and iterative development techniques to create and update content in a fast-paced, frequently changing operational environment
• Lead the QA and review process for all learning solutions you own; recommend improvements to design standards as needed
• Collaborate with operations leaders, subject matter experts, and cross-functional partners to ensure content is accurate, relevant, and operationally grounded
• Build durable, scalable solutions that integrate into WWRR's existing approach to learning and can adapt as the organization evolves
• Leverage AI capabilities to accelerate content development, improve iteration speed, and deliver higher-quality learning solutions; evaluate AI output critically and maintain the publication bar regardless of how content is produced

LMS Administration & Program Health

• Own the configuration and ongoing maintenance of assigned learning programs within Umbrella, including curriculum architecture, dynamic assignment rules, and learner enrollment management
• Perform regular monitoring of active learning assignments to ensure content is accessible, assignments are triggering correctly, and learner records are accurate
• Build and maintain reporting mechanisms that surface learning completion, compliance, and performance data to LEAD and client team leadership
• Diagnose, triage, and resolve LMS issues — including broken assignments, inaccessible content, and enrollment errors — with urgency and minimal escalation
• Maintain clear documentation of platform configurations, curriculum architecture, and known issues to enable continuity

Continuous Improvement & Collaboration

• Regularly review completion data, assessment performance, and learner feedback to identify opportunities to improve content quality and platform effectiveness
• Proactively flag content gaps, platform risks, and emerging learner needs to LEAD leadership before they become operational issues
• Conduct site visits to observe operational workflows firsthand, ensuring learning solutions reflect the real environment of the workforce being trained
• Partner with LEAD to ensure learning solutions are consistent with WWRR-wide standards and best practices
• Contribute to LEAD team initiatives, content standards, and quality assurance processes
• Share best practices with peers and contribute to the continuous improvement of the LEAD team's design and development approach

A day in the life

Your morning might begin with a review of Umbrella program reports — flagging completion trends, identifying gaps in a recently deployed curriculum, and resolving a dynamic assignment that did not trigger correctly for a new cohort.

From there, you might shift into design work: building out a new in-app coaching experience in Articulate 360, iterating on a self-directed learning module based on SME feedback, or developing a job aid for a process update that needs to reach the Relo Network quickly.

An afternoon might involve a working session with a Program Manager to scope an automated training solution, followed by a translation expansion review to assess which content is ready for multilingual deployment.

Throughout the day, you are managing your program roadmap, communicating progress to stakeholders, holding a high bar for everything you build, and proactively surfacing risks before they become operational problems.

About The Team

Worldwide Returns & ReCommerce (WWRR) manages customer returns across Amazon's global network, overseeing the reverse supply chain from customer drop-off through final disposition. Within WWRR, the Returns Operations Excellence (ROE) team drives performance improvement, operational standardization, and field engagement across the returns ecosystem.

LEAD (Learning Excellence and Development) sits within ROE and is responsible for empowering operational excellence through structured, high-quality learning solutions that prioritize safety, engagement, quality, and productivity across the WWRR network.

As a member of the LEAD team, you will collaborate closely with operations leaders, Program Managers, cross-functional stakeholders, and your LEAD peers to ensure the learning programs and solutions you own are accurate, effective, and aligned to the evolving needs of the WWRR workforce.

You will bring LXD expertise and programmatic ownership to problems that matter — and your work will be visible in the performance and capability of the operational teams you support.

Basic Qualifications

• 5+ years of learning design, learning science, instructional design, educational psychology, or similar field experience
• Proficiency in Articulate 360, including experience building virtual, asynchronous learning content that meets a defined quality bar
• Working knowledge of Umbrella as a learning management system, including in-app training capabilities and automated training workflows
• Experience administering a learning management system (LMS), including curriculum configuration, dynamic assignments, learner enrollment, and reporting
• Proven ability to conduct needs analyses, define learning objectives, and develop end-to-end learning solutions independently
• Ability to absorb complex technical information quickly and translate it into clear, accessible learning experiences for non-expert audiences
• Ability to manage multiple projects simultaneously with strong attention to detail, clear milestone management, and the ability to deliver results with minimal supervision
• Excellent written and verbal communication skills, including the ability to lead discussions with Program Managers and technical stakeholders to design learning solutions
• Ability to translate complex operational processes into clear, engaging digital learning experiences for frontline associate and leader audiences
• Experience diagnosing and resolving LMS or content issues independently
• Ability to travel up to 50% of the time depending on business needs
• Bachelor's degree in Instructional Design, Educational Technology, Communications, Organizational Development, or a related field

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization
• Experience in data mining, data management, reporting, and SQL queries
• Experience supporting learning and development for a frontline operations, logistics, or field-based workforce
• Experience designing training for new or emerging technology platforms or modalities
• Experience partnering with Program Managers or technical teams (e.g., SDEs, engineers) to design and deliver integrated or automated learning solutions
• Experience managing translation or multilingual content expansion efforts, including the use of AI-assisted translation tools
• Demonstrated ability to build and maintain LMS reporting mechanisms that communicate learning performance data to non-technical stakeholders

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, AZ, Phoenix - 83,200.00 - 145,500.00 USD annually

USA, IN, Indianapolis - 83,200.00 - 145,500.00 USD annually

USA, KY, Lexington - 74,800.00 - 131,000.00 USD annually

USA, KY, Shepherdsville - 74,800.00 - 131,000.00 USD annually

USA, NV, Las Vegas - 83,200.00 - 145,500.00 USD annually

USA, TN, Nashville - 74,800.00 - 131,000.00 USD annually

USA, TX, Dallas - 83,200.00 - 145,500.00 USD annually

USA, WA, Bellevue - 83,200.00 - 145,500.00 USD annually

Company - Amazon.com Services LLC

Job ID: A10453288