Senior Customer Service Instructional Designer

Job Description: **Our Opportunity:** Chewy is looking for a Senior Instructional Designer to join our Customer Care Learning and Development team. In this senior individual contributor role, you’ll help Customer Care team members feel prepared, confident, and supported in the moments that matter most for pet parents. You’ll solve complex performance and learning challenges by diagnosing needs, translating operational complexity into clear learning experiences, and crafting scalable solutions that strengthen agent capability, confidence, and job performance. You’ll develop learning and performance\-support solutions for new hire, continuing education, systems, process, policy, and performance\-improvement needs across virtual classroom, digital, blended, and on\-the\-job formats. This role calls for strong instructional design judgment, thoughtful stakeholder partnership, clear writing, and the ability to use learning technology, data, and AI\-enabled workflows to prototype, improve, and scale solutions that reduce friction, support facilitators, strengthen transfer, and connect learning activity to measurable operational impact. The candidate must be located near one of our hubs in Dallas, TX, Minneapolis, MN, Seattle, WA, or Plantation, FL. While this position is primarily remote, the candidate will be expected to commute into the office for semiannual events or meetings. **What You’ll Do:** * Design and develop clear, engaging, and accessible learning and performance\-support solutions for Customer Care Team Members across classroom, virtual, digital, blended, and on\-the\-job formats, including e\-learning, facilitator guides, job aids, assessments, scenarios, simulations, video scripts, microlearning, and other assets * Consult with business partners, operations leaders, SMEs, Training Managers, project managers, and end users to clarify performance needs, define learning outcomes, and recommend appropriate solutions * Apply evidence\-informed instruct