Sr. Associate, Learning Experience Designer

Location: Athens, Georgia, United States

Department: Customer Service

Team: Customer Service & Online Sales

About the Role

The Sr. Associate, Learning Experience Designer role at Wayfair's Athens, Georgia location in the Customer Service department focuses on creating and maintaining impactful training programs for customer service and sales teams, with an emphasis on continuous learning and measurable outcomes. This position involves strategic partnering with global stakeholders and subject matter experts to identify training needs related to new initiatives, processes, and business requirements in a fast-paced, agile environment. While centered on service excellence, the role supports warehouse and logistics operations by ensuring customer service teams are trained on fulfillment processes, order tracking, and operational efficiencies unique to Wayfair's supply chain. Key responsibilities include designing training for individuals, workgroups, and the organization, rapidly adapting to changes in logistics workflows, and optimizing programs for performance in high-volume customer interactions tied to warehouse operations. The ideal candidate thrives in dynamic settings, leveraging expertise in instructional design to bridge service and logistics, ultimately enhancing Wayfair's end-to-end operations from fulfillment centers to customer delivery.

Key Responsibilities

• Collaborate with stakeholders and SMEs to identify critical training needs for customer service and sales
• Design and develop impactful training programs across all aspects of customer service and sales
• Maintain and update training content to support continuous learning
• Partner closely with global service teams to address new initiatives and processes
• Measure and optimize training programs for performance outcomes
• Thrive in an agile environment to rapidly adapt to business needs
• Support workgroups and broader organization with targeted learning solutions
• Focus on logistics and operations training integration for customer service efficiency

Required Qualifications

• Bachelor's degree in Instructional Design, Education, or related field
• 3+ years of experience in learning experience design or instructional design
• Proven track record in creating training programs for customer service and sales environments
• Experience working in agile, fast-paced, change-driven organizations
• Strong collaboration skills with stakeholders and subject matter experts
• Ability to rapidly understand new initiatives, processes, and business needs
• Demonstrated focus on continuous learning and measurable performance outcomes

Preferred Qualifications

• Experience in global service and sales training
• Background in warehouse operations or logistics training
• Advanced certifications in LXD or e-learning tools

Required Skills

• Instructional design expertise
• Stakeholder collaboration
• Agile methodology proficiency
• Training program development
• Performance measurement and analytics
• Content creation for e-learning
• Process mapping and needs analysis
• Communication and presentation skills
• Adaptability to change
• Global team coordination
• Customer service knowledge
• Sales training design
• Logistics process understanding
• Warehouse operations familiarity
• Data-driven decision making

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 and tuition reimbursement
• Employee discounts on Wayfair products
• Wellness programs and mental health support
• Opportunities for career growth in logistics and operations

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