Vivint · 2 weeks ago
Customer Care Instructional Designer
Lindon, UT
Full-time
Onsite
Entry, Mid Level
2+ years expVivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. The Care Instructional Designer is responsible for designing and developing engaging learning solutions that support the Customer Care department, focusing on onboarding and continuous education.
ElectronicsSecuritySmart Home
Responsibilities
Create and update learning materials for new hire onboarding, continuous education, new product implementations, and business updates
Design, develop, and maintain engaging learning solutions that prepare Customer Care employees to meet defined performance, metric, and behavioral expectations
Apply instructional design methodologies, adult learning principles, and modern learning best practices across multiple modalities, including eLearning, instructor‑led (virtual and in‑person), and both individual and large‑group learning
Design dynamic learning experiences that incorporate active learning strategies, gamification, and highly engaging instructor‑led components
Create detailed design documentation for all phases of the instructional design process
Develop digital learning solutions using tools such as Articulate Storyline, Rise, Adobe Creative Suite, Microsoft Suite, and/or similar authoring software
Ensure all deliverables meet quality, accessibility, and brand standards
Educate and train trainers on new materials to support successful implementation of learning content
Partner closely with Customer Care training leadership, trainers, subject matter experts, project managers, and business stakeholders to clarify learning needs, target audiences, and success measures
Translate business needs and learning objectives into actionable design strategies and engaging, learner‑centered solutions
Recommend learning modalities and approaches that balance learner engagement, scalability, and operational efficiency
Support project scoping and completion estimation by identifying appropriate levels of effort and resources required
Participate in feedback cycles and continuous improvement of Customer Care learning programs
Collaborate with the Corporate Instructional Design team on shared or cross‑functional content as needed
Own the organization, governance, and ongoing maintenance of Customer Care learning content
Maintain learning materials on the Care Training SharePoint, ensuring content is current, well‑organized, and easy for learners and trainers to access
Partner with training leadership to ensure learning content is available and stored in proper locations
Evaluate the effectiveness of learning solutions using data, learner feedback, and performance outcomes
Stay current with trends in learning technology, instructional design, and training engagement strategies
Experiment with new tools, methods, and media to enhance learner engagement and learning effectiveness
Contribute to the evolution of team standards, templates, and best practices
Qualification
Required
Bachelor's degree in Instructional Design, Education, Learning Technology, Communications, or related field (or equivalent experience)
2+ years of experience designing and developing learning experiences in a corporate or professional environment
Strong understanding of instructional design principles, adult learning theory, and modern learning modalities and practices
Proficiency with eLearning authoring tools (e.g., Articulate Storyline, Rise, Adobe Captivate, etc.)
Experience designing instructor‑led, virtual, and blended learning solutions
Experience creating learning content for customer support and/or sales organizations
Experience navigating and balancing the needs of stakeholders and learners
Excellent communication, writing, and collaboration skills
Ability to manage multiple projects and deadlines in a dynamic environment
Preferred
Experience designing highly engaging and interactive training, including: Gamified learning experiences, Engaging instructor‑led training, Lessons with strong emphasis on active learning
Familiarity with video production, graphic design, or multimedia editing tools (e.g., Adobe Creative Cloud, Vyond, Camtasia)
Experience with AI learning software including Call Simulators
Knowledge of accessibility and inclusive design standards (e.g., WCAG)
Experience with LMS/LRS platforms and xAPI data
Exposure to agile or iterative design methodologies
Professional certification (ATD, IDOL, PMP, or similar) a plus
Company
Vivint
Vivint offers an integrated smart home system along with in-home consultation, professional installation, monitoring, and support.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.27BKey Investors
Goldman Sachs
2022-12-06Acquired
2020-01-21Post Ipo Equity· $488M
2020-01-21IPO
Leadership Team
Todd Pedersen
CEO and Founder
Brandon Bunker
Vice President of Artificial Intelligence
Recent News
Company data provided by crunchbase