Learning Designer, Customer Care

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

In this role, you’ll work closely with Customer Care business partners to identify and fill performance gaps and enable on process changes, using your instructional design and project management abilities to create dynamic learning experiences. You will evaluate the success of learning solutions, recommend and guide improvements, and develop adult learner-centered solutions focused on driving business results.

You thrive in a fast-paced, high-growth environment where priorities and deadlines inspire you to find creative, informed, and innovative learning solutions to business problems. Your product mentality means you’re comfortable seeking out user feedback, using agile development strategies, and consider experimentation a norm to create progressive learning products.

About this roll* (Responsibilities)

• Drive unknowns into clear outcomes through ideation, thought partnership and constant iteration.
• Use your analytical skills to determine business and learner needs and propose learning solutions that address those needs.
• Work closely with subject matter experts to craft, revise, and maintain comprehensive and accurate learning assets.
• Apply Agile methodologies to work efficiently, iterating as needed along the way, and staying in lock-step with business partners and stakeholders.
• Pivot to the ever changing needs of the business, creating agile solutions that appeal to today’s modern learners and can be easily adjusted as the company evolves.
• Tailor learning solutions to the desired outcomes and scope of each need, including a cluster of various assets that cover formal, social, and immediate touchpoints (ILT, eLearning, blended learning, self-paced, videos, gamification, just-in-time learning, and more).
• Evaluate and communicate the impact of learning solutions using Kirkpatrick’s four levels.
• Design and develop innovative learning experiences that enable job success for Customer Care.
• Apply adult learning theory and industry knowledge to stay on the cutting edge and set the bar for design standards that provide a results-driven learning experience.

Do you have the right ingredients*? (Requirements)

• Extensive experience and proficiency with various design tools (i.e. Articulate, Captivate, Google Suite, content aggregators, websites) hosted on multiple platforms (LMS, web-based, mobile, etc)
• 3+ years of instructional design required
• Understanding of Agile methodology and how to its components to learning design.
• Broad subject matter expertise in learning design methodologies, adult-learning best practices, and Kirkpatrick’s four levels of evaluation.
• Exceptional learning content creation skills with a history of success driving measurable results from modern, innovative, and interactive learning solutions.
• Ability to manage and prioritize multiple projects, deliverables, and competing priorities with a proven record of success.
• Passion for the learner experience and how to make it better (always looking for ways to improve skills and learn new things).
• Experience designing learning content for call center enablement a plus
• Proven ability to analyze training requests, recommend and gain buy-in on the right solutions for complicated business needs, and follow through to completion.
• Exceptional interpersonal skills: Ability to build and maintain strong relationships and communicate effectively while under pressure - balancing confidence, humility and diplomacy.
• Confident working in a fast-paced, ever-changing environment with ambiguity.

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

• Bread puns encouraged but not required

The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

Pay Range

$76,000—$122,000 USD

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].