Learning Experience Designer

Location: Boston, Massachusetts, United States

Department: Customer Service

Team: Customer Service & Online Sales

About the Role

The Wayfair Global Sales & Service LXD team is seeking a motivated Learning Experience Designer to support customer service training with a focus on warehouse, logistics, and operations. This role involves creating and executing impactful training programs that help associates quickly master new initiatives, supply chain processes, and fulfillment center workflows in Wayfair's dynamic e-commerce environment. The position emphasizes hands-on design expertise, integrating AI and advanced learning technologies to drive measurable performance outcomes in customer sales and service operations. In this agile, change-driven role based in Boston, Massachusetts, within the Customer Service department, you will collaborate across teams to develop continuous learning solutions tailored to Wayfair's logistics challenges. Ideal candidates are passionate about enhancing operational efficiency through innovative LXD, supporting associates in rapidly adapting to business needs like inventory management, order fulfillment, and customer-facing logistics processes. This opportunity offers growth in a fast-paced organization, with emphasis on warehouse-specific training to ensure seamless operations and superior customer service.

Key Responsibilities

• Collaborate with Global Sales & Service team to create impactful training programs
• Design learning experiences for customer service associates on new initiatives
• Develop training content focused on warehouse processes and logistics
• Integrate AI and cutting-edge technologies into LXD processes
• Support continuous learning for rapid adaptation to business needs
• Measure performance outcomes of training programs
• Execute training across all aspects of Customer Sales & Service
• Contribute to agile, change-driven learning environments
• Support associates in understanding supply chain and operations updates

Required Qualifications

• Bachelor's degree in Instructional Design, Education, or related field
• 2+ years of experience in learning experience design or training development
• Experience supporting customer service or sales training programs
• Familiarity with warehouse operations training and logistics processes
• Knowledge of Wayfair's supply chain and fulfillment center workflows
• Ability to thrive in fast-paced, agile environments
• Hands-on experience with AI-integrated learning technologies

Preferred Qualifications

• Experience in e-commerce logistics training
• Background in operations support for customer service
• Certification in Learning Experience Design (LXD)
• Prior work with Wayfair's sales and service teams

Required Skills

• Instructional design expertise
• Training program development
• AI and learning technology integration
• Agile methodology proficiency
• Collaboration and communication
• Performance measurement and analytics
• Adaptability to change
• Customer service process knowledge
• Warehouse and logistics training design
• E-learning content creation
• Stakeholder collaboration
• Problem-solving in fast-paced settings
• Passion for continuous learning
• Operations workflow understanding

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off and flexible work arrangements
• Professional development opportunities in LXD and AI technologies
• Employee discounts on Wayfair products
• Dynamic, fast-paced work environment in Boston
• Opportunities for career growth in logistics and operations

Wayfair is an equal opportunity employer committed to diversity and inclusion.