Customer Experience Instructional Designer

Traeger Grills; Salt Lake City (UT); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401k plan

Professional development programs

Employee discounts on Traeger products

Job summary

Traeger Grills in Salt Lake City seeks a Customer Experience Instructional Designer to craft engaging training content, from quick references to eLearning modules, aligned to performance data and KPI goals.

You will collaborate with Call Centers, Field Sales, and partners to diagnose needs, design simulations, and shape AI-powered support scripts for agents. Strong communication and AI-savvy are essential.

Qualifications

• 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

Responsibilities

• Partner with key stakeholders, including Product Engineering, Supply Chain/Operations and BPO Vendors, 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

Skills

Instructional design

eLearning tools

Technical content creation

Communication skills

AI tools familiarity

Call center experience

Education

Bachelor’s degree in Learning & Development/Instructional Design/Communications/Business

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
• Individual professional development programs & initiatives to help you grow professionally
• Great discounts on all things Traeger
• Did we mention all the food?

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Traeger Grills’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.