Customer Experience Instructional Designer

Traeger, Inc.; Salt Lake City (UT); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical/dental/vision package

401k

Tuition reimbursement

Professional development

Employee discounts on Traeger products

Food perks

Job summary

Traeger, Inc. in Salt Lake City is seeking a Customer Experience Instructional Designer to craft training products for call centers and other teams. You will create quick reference guides, eLearning modules, and assessments to support on-demand, live, and virtual training.

You will treat training as an ongoing cycle, using performance data and agent feedback to decide what to refresh or build next. Collaboration with Product Engineering, Supply Chain, and AI teams will be essential.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 3+ years of instructional design experience, including technical content creation.
• Experience authoring and facilitating technical content with eLearning tools.
• Excellent verbal and written communication skills.
• Fast learner, especially with AI-related tools and practices.
• Experience working with call centers or third-party customer support vendors.

Responsibilities

• Partner with Call Centers, Business Partners, Field Sales and other stakeholders to assess needs and design instructional content.
• Develop quick reference guides, eLearning modules, assessments, and PowerPoint decks for on-demand, live, and virtual training.
• View training as a continuous cycle using data to decide what to refresh or retire.
• Design scenario-based simulations and branching exercises for complex decisions.
• Write clear, concise instructional text and maintain facilitator guides.
• Create assessments that measure learning objectives and tie to KPIs.
• Collaborate with AI/automation teams to shape training scripts for AI-powered agents.
• Keep content fresh and aligned with products and processes.

Skills

Instructional design

Technical content

eLearning tools

Communication skills

Call center experience

Education

Bachelor's degree

Bachelor's degree in related field

Job description

Customer Experience Instructional Designer

Salt Lake City

Welcome to the Traegerhood: Our business is BBQ, and business tastes good. Traeger invented the wood pellet grill over 30 years ago, and we're fanatics who are dedicated to bringing people together to create a more flavorful world. From our headquarters in Salt Lake City, we work tirelessly to provide a world-class experience to our customers, retailers, and especially our employees. If you're a team player who's dedicated to delivering top-quality results every day, then we want you to come cook with us.

What You'll Do:

The Customer Experience Instructional Designer partners with our Call Centers, Business Partners, Field Sales, and other internal stakeholders to assess needs, select the right instructional and content models, and design effective instructional content. This includes developing quick reference guides, eLearning modules, assessments, and PowerPoint decks that support on-demand, live, and virtual training. This person treats training as a continuous cycle, not a checklist — using performance data, agent feedback, and assessment results to decide what gets refreshed, retired, or built next.

How You'll Help Us Win

• Partner with key stakeholders, including Product Engineering, Supply Chain/Operations and BPO Venders, SMEs to diagnose customer and business challenges, and design the most effective learning solution for the problem
• Scope training needs by collaborating with internal and external partners to gather the information that guides content strategy
• Design scenario-based simulations and branching exercises for complex judgment calls (e.g., diagnosing the right fix across similar product models) so agents practice decision-making vs just memorization
• Write clear, concise, user-friendly instructional text
• Create and maintain facilitator guides that make it easy for trainers to get up to speed and deliver consistently great sessions
• Create and administer assessments that accurately measure learning objectives and ladder up to broader KPI goals
• Partner with the AI/automation team to shape training scripts and conversational logic for AI-powered support agents, and refine based on performance data
• Keep existing content fresh, accurate, and aligned to current products and processes

What You'll Need to Succeed

• Bachelor's degree in Learning & Development, Instructional Design, Communications, Business, or a related field preferred, or equivalent experience accepted
• 3+ years of instructional design experience, including technical content creation
• Experience authoring and facilitating technical content & a familiarity with eLearning authoring tools and technology
• Excellent verbal and written communication skills
• A fast learner who picks up new tools and technology easily, especially as it relates to emerging tools and best practices related to AI.
• Experience working with call centers or third part customer support vendors

Why You Will Love Working Here

• Be part of the most disruptive force in outdoor cooking
• Join a true team working towards a common goal
• Culture of risk-taking, innovation, & quality
• So. Much. Food.
• Have an outdoor lover’s paradise in your backyard
• Full medical/dental/vision package to fit your needs
• 401k to help you plan for the future
• Tuition reimbursement
• Individual professional development programs & initiatives to help you grow professionally
• Great discounts on all things Traeger
• Did we mention all the food?