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Associate, Instructional Designer (Customer Care)

Company: HelloFresh
Location: Newark
Posted on: May 27, 2023

Job Description:

Associate, Instructional Designer Job Description:

We're hiring an Associate, Instructional Designer to support the customer experience at HelloFresh by shaping the quality of our Customer Care (CC) Agents through the creation and maintenance of high-quality training programs and materials. You will ensure that CC Agents have access to the most up-to-date information about HelloFresh products and processes so that they can best support the needs of our customers. Additionally, you will also organize new hire or refresher training to support HelloFresh CC. You'll need to have solid fundamentals in adult learning and organizational development. You will travel up to 15% within the United States and internationally.

This role will be hybrid and based out of one of these locations: New York, New York, Newark NJ, or Boulder, CO.

You will ...

  • Develop training program materials and assessments for new hire onboarding, refreshers, cross training and ad hoc process or product rollouts in collaboration with the Training Manager.
  • Organize training to different audiences onsite and offshore including new hires, existing agents, and CC leadership.
  • Stay informed about changes in policies, procedures, products, or expectations relevant to CC and update training program materials and assessments accordingly.
  • Manage, structure, and manage existing training program materials and curricula.
  • Analyze training needs to develop new training programs and materials or modify and improve existing ones.
  • Work with partner departments to create and share communication deliverables including process/product update emails, SOP documentation, and instructional presentations.
  • Structure and manage existing training program materials and curricula while also tracking agent participation and performance through knowledge checks.
  • Report to the Training Manager to establish learning goals and evaluate the effectiveness of training programs and modules.
  • Partner with CC leadership and the Training Manager to forecast, prioritize, and plan training needs and schedule on a quarterly basis.
  • Plan and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
  • Aid the Training & Development team in the administration of new hire training (scheduling, securing tech resources).
  • Support HelloFresh growth by serving as a development advisor, organizational development (e.g. anticipating and planning development required to support new roll outs; changes in business operations or strategies).
  • Support the training and leadership teams with development activities, such as change management, needs assessment, and performance management.
  • Partner with team members to promote cultural and engagement projects.

    You are...
    • A strong written and verbal communicator of complex (often technical) information to different types of audiences
    • Achievement-motivated, interested in accomplishing great things
    • An identifier of problems and find solutions - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
    • Social - positively partners and inspires others
    • Productive in managing time and projects
    • Impeccable detail management, and organization
    • Organizationally aware and comfortable working collaboratively to achieve company goals
      You have...
      • BA/BS degree in Organizational Development, Industrial/Organizational Psychology, Adult Education, Human Resources, or a related field required
      • 1 year of experience in a learning & organizational development role providing support in business operations or call center/customer service training required
      • 1 year of experience in instructional design required
      • The ability to travel up to 40% within the United States and internationally required
      • This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
        • Prolonged periods working at a desk and on a computer
        • Reading information on a computer screen and inputting data into a computer system
          You'll get...
          • Competitive Salary & 401K company match that vests immediately upon participation
          • Generous parental leave of 16 weeks & PTO policy
          • $0 monthly premium and other flexible health plans effective first day of employment
          • 75% discount on your subscription to HelloFresh (as well as other product initiatives)
          • Snacks, coffee & catered meals
          • Company sponsored outings & Employee Resource Groups
          • Collaborative, dynamic work environment within a fast-paced, mission-driven company

            New York Pay Range

            $62,000 - $77,500 USD

            Colorado Pay Range

            $55,600 - $69,500 USD

Keywords: HelloFresh, Newark , Associate, Instructional Designer (Customer Care), Other , Newark, New Jersey

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