Chewy is looking for a Sr. Manager, Instructional Design to join our Customer Service Team located near one of our hubs (Hollywood, FL, Dallas, TX, Seattle, WA, Minneapolis, MN). This role will own the design, development, and optimization of learning programs that support Customer Care new hire onboarding and internal mobility initiatives. This role will play a critical part in improving the employee experience, reducing time to proficiency, and enabling career growth within our Customer Care organization. As the Sr. Instructional Design Manager, you will be responsible for a team of Sr. Instructional Designers and collaborate cross-functionally with stakeholders in Learning C Development, Operations, Program Management, and HR to build scalable, engaging, and outcomes-driven learning solutions. Your focus will be on driving learner engagement, knowledge retention, and skill application for frontline and transitioning non-exempt employees. The person in this role is also required to perform all tasks in observance of Chewy's brand standards, and adherence to our Operating Principles and Customer Service standards.
What You'll Do:
- Lead, mentor, and develop a high-performing team of Senior Instructional Designers; provide strategic direction and ensure alignment with broader organizational priorities.
- Oversee the development of multi-modal learning experiences, including eLearning, VILT, microlearning, simulations, and performance support tools.
- Establish standards and frameworks for instructional design excellence, ensuring consistency, accessibility, and scalability across programs.
- Translate organizational goals and performance data into scalable learning solutions that improve time to proficiency, employee engagement, and customer
- Stay current on learning trends, tools, and technologies to continuously innovate and modernize instructional practices.
- Evaluate emerging tools and technologies to modernize the learner experience and streamline content delivery; assess learning needs and identify and propose appropriate delivery methods for new and existing training programs.
- Provide oversight and strategic feedback into LMS structure and governance, ensuring effective organization, tagging, and deployment of learning content.
- Partner with subject matter experts (SMEs), operations leaders, compliance, legal, and HR partners to ensure learning content aligns with business objectives and operational standards.
- Serve as a thought partner in workforce planning efforts, identifying learning pathways that support career growth, mobility, and succession planning.
- Use data and feedback to evaluate program efficiency and continuously improve content, delivery methods, and learner outcomes.
- Maintain a scalable content architecture and ensure materials are accurate, up-to- date, and easily accessible.
What You'll Need:
- Bachelor's degree in Instructional Design, Education, Interpersonal Development, or related field (Master's preferred).
- 7+ years of experience in instructional design, with at least 3 years in a leadership or management role.
- Excellent project management, interpersonal, and communication
- Demonstrated ability to translate business needs into learning
- Strong understanding of adult learning theory, instructional design models (e.g., ADDIE, SAM), and learner-centric design.
- Proficiency in authoring tools such as Articulate 360, Adobe Captivate, or
- Experience with Learning Management Systems (LMS), especially for tracking, reporting, and deployment of learning solutions.
- Experience working in fast-paced, customer-focused, or high-growth environments
- Previous experience in customer service and/or other high-volume service-oriented industries is a bonus.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Base Salary Range
$155,500-$222,000 USD
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
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What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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