Customer Experience Instructional Designer

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