Sr. Associate, Learning Experience Designer

Location: Boston, Massachusetts, United States

Department: Customer Service

Team: Customer Service & Online Sales

About the Role

The Sr. Associate, Learning Experience Designer role in Wayfair's Global Service LXD team focuses on creating and maintaining impactful training programs for Customer Service & Sales, with an emphasis on warehouse, logistics, and operations support. Based in Boston, Massachusetts, this position involves partnering with stakeholders and SMEs in a fast-paced, agile environment to address training needs related to fulfillment centers, supply chain processes, shipping, returns, and inventory management. The role ensures continuous learning and measurable outcomes to enhance performance in high-volume e-commerce operations. Key responsibilities include strategically designing learning experiences for individuals, workgroups, and the organization, rapidly adapting to new initiatives in logistics and customer service. The designer will develop resources that bridge knowledge gaps in Wayfair's complex supply chain, enabling teams to handle customer inquiries on delivery timelines, order tracking, and operational efficiencies effectively. This position thrives on collaboration across global teams, leveraging expertise in instructional design to drive operational excellence in warehouse-adjacent customer service functions, ultimately contributing to Wayfair's mission of exceptional customer experiences in logistics and beyond.

Key Responsibilities

• Collaborate with stakeholders and SMEs across global Service & Sales to identify critical training needs
• Design and develop impactful training programs for Customer Service and Sales teams
• Maintain and update training content for new initiatives, processes, and business needs
• Focus on continuous learning and measurable performance outcomes in warehouse-related customer service
• Partner closely in an agile environment to rapidly address logistics and operations training gaps
• Create learning experiences supporting fulfillment center operations and customer inquiries
• Evaluate training effectiveness for sales and service in logistics contexts
• Support workgroups in understanding Wayfair's supply chain and delivery processes
• Develop resources for handling returns, shipping issues, and inventory-related customer service

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 operations
• Experience working in agile, fast-paced environments with global teams
• Strong ability to partner with stakeholders and SMEs to identify training needs
• Demonstrated success in designing measurable performance outcomes for training
• Familiarity with warehouse customer service processes and logistics support
• Experience in continuous learning programs for operations teams

Preferred Qualifications

• Advanced degree in Learning Design or related field
• Experience in e-commerce logistics and supply chain customer service
• Certification in instructional design (e.g., ATD or similar)
• Background in Wayfair or similar high-volume fulfillment operations

Required Skills

• Instructional design expertise
• Stakeholder collaboration
• Agile methodology proficiency
• Training program development
• Performance metrics analysis
• Content creation and maintenance
• Global team communication
• Needs assessment and gap analysis
• E-learning tool proficiency (e.g., Articulate, Captivate)
• Customer service process knowledge
• Logistics and warehouse operations understanding
• Change management skills
• Data-driven decision making
• Presentation and facilitation
• Project management

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 learning opportunities
• Employee discounts on Wayfair products
• Wellness programs and mental health support
• Stock options and ownership opportunities

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