Instructional Designer Intermediate

About us:
Yahoo is a global media and tech company that connects people to their passions. We reach nearly 900M people around the world, bringing them closer to what they love-from finance and sports to shopping, gaming, and news-with the trusted products, content, and tech that fuel their day. For partners, we provide a full-stack platform for businesses to amplify growth and drive more meaningful connections across advertising, search, and media.
Our team focuses on many aspects of the Yahoo and AOL customer experience, including the agents they contact, the support content they review on our help websites, and the products they purchase and use. We develop training for contact center agents around the world who provide support for account and billing issues, technical problems, sales, retention, and collections. We write and maintain support articles on help.yahoo.com, help.aol.com, and more. We analyze customer feedback and business metrics and use the data to drive customer service, sales, and product improvements.
What we're looking for:
We are looking to add a creative and versatile Instructional Designer who will develop agent processes, design and develop contact center training materials, and author help content. This role works directly with product, subscription, marketing, tools, and operations groups as they develop and release new products and features and work to ensure world-class customer service via self-service and in our contact centers. It's your job to respond to the content needs for training and help, create training materials, articles, and guides infused with our brand voice, and design an engaging support experience for our customers.
On a typical day, you may find yourself:

• Working with subject matter experts to define needs/objectives and transfer knowledge.
• Collaborating and communicating with team members, business stakeholders, and contact center vendors.
• Outlining processes for call center agents
• Developing instructor-led, blended, and/or eLearning training content for contact center agents on topics including products, sales, tools, policies, and processes.
• Authoring and publishing self-service help content for our customer-facing help sites.
• Participating in content review meetings and train-the-trainer sessions.
• Managing small projects and launches.
• Working with colleagues to develop content for larger projects and launches.

You are an ideal candidate for our team if you:

• Have a passion for learning and development.
• Are an excellent oral and written communicator.
• Appreciate excellent customer service.
• Are creative and enjoy developing engaging content.
• Are collaborative but can also work well independently and with autonomy.
• Are adaptable and can flex your work to meet the always-evolving needs of the business.
• Are comfortable delivering instructor-led training on occasion.
• Can gather information from multiple sources and define help and training needs.
• Proactively seek out opportunities to move the team and business forward.

Preferred requirements include:

• 1 - 2+ years experience designing and developing training materials, help articles, technical documentation, or equivalent.
• Proficiency with Rise 360, Storyline 360, Piktochart, and Vyond or other Instructional Design tools.
• Experience with basic HTML.
• Experience with contact centers, customer service, and/or sales.
• Experience working with standards and style guides.

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form ( www.yahooinc.com/careers/contact-us.html ) or call 408-336-1409. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.
At Yahoo, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion ( www.yahooinc.com/diversity/ ) page to learn more.
US Only: Please be aware that Yahoo requires all employees entering a U.S. Yahoo office and/or attending a company event (including client events) are required to be vaccinated for COVID-19. This position will require the successful candidate to obtain and show proof of a vaccination to enter a U.S. Yahoo office and/or attending a company event (including client events). Yahoo is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.
Currently work for Yahoo? Please apply on our internal career site.