Customer Care Instructional Designer

Rodan & Fields, LLC San Francisco , CA 94118

Posted 3 months ago

The Opportunity

The Customer Care Instructional Designer is responsible for the strategy, design and creation of the learning materials to be used to support the Customer Care Team, both internally and with our Vendors, utilizing best practices. Materials to be created include PowerPoint, Online Exams and eLearning. The Customer Care Instructional Designer will assist in the identification of learning and skill gaps, and project manage the development and testing of new learning programs and methodologies they have implemented. The ideal candidate must be driven by the purpose of empowering the Customer Care Team, our front line with our Consultants and Customers. In turn this critical role is responsible for setting the pace for the success of our R+F Brand and Mission.

Primary Responsibilities

  • Create and refresh training objectives, selecting the best strategy for adoption and delivery. To be followed by creating materials to meet objectives using various forms of delivery. This will include research on different methodology surrounding soft skills to be tailored for the Customer Care audience and our specific philosophy and approach.

  • Identify, design and release job aides that will support the end users' ability to support ongoing learning post training.

  • Identify and develop classroom exercises and activities to enhance and support training concepts.

  • Assess existing training plans and delivery methods. Build or enhance existing materials to optimize efficacy and create compelling content.

  • Collaborate with SMEs cross departmentally and functionally to ensure accuracy in all training materials, while tailoring information and delivery for the Customer Care organization. This includes material reviews with partners in our Legal, Brand and Field Learning Teams.

  • Co-lead with Sr Manager and vendor partners for the launch of eLearning platform and transfer of existing knowledge and materials. This includes identifying a modular methodology for existing ILT materials, applicable exercises and levels of interactivity, and building the roadmap for delivery and transfer.

  • Evaluate modes of training delivery, such as in-person, virtual or e-learning, to ensure efficacy. Tailor each training to the unique methodology of for our business, brand, and Consumer and Consultant base.

  • Engage in opportunities to enhance Customer Care Learning and Development team, as well as, the Customer Care organization.

General Competencies

  • Analytical Thinking Analyzing and interpreting training materials to identify knowledge gaps and generate creative new ways to deliver training.

  • Problem Solving Generate effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs.

  • CommunicationConvey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s) comprehend(s) the message. Ability to capture and hold the attention of individuals throughout training events.

  • Organization Provide training in an organized flow, understanding timeline of content may change dependent on the training class. Ensures all content is provided prior to ending training events.

  • Leadership Lead by example. Exhibit the qualities trainees and the Customer Care Team are expected to embody.


  • Degree in Instructional Design or 5+ years working as an Instructional Designer.

  • Highly skilled in Microsoft Office applications (PowerPoint, Word, etc.).

  • Experience in working in eLearning platforms. History of launching a new eLearning Platform a plus.

  • Social Commerce and/or experience with a Prestige Brand preferred.

  • Outstanding written, verbal and presentation communication skills.

  • Outstanding interpersonal skills; professional, courteous, friendly, and empathetic.

  • Strong observational skills; ability to train a group of people and understand if training materials are understood.

  • Ability to positively adjust to a rapidly changing environment.

The Company

Looking for a job? Dream big! We did! Dr. Katie Rodan and Dr. Kathy Fields met at Stanford University during their dermatology residency bonding over their personal struggles with acne and an understanding of how skin issues impact self-esteem and self-confidence. They combined their personal connection and professional expertise into a shared mission: to provide everyone with life-changing skincareTM that deliver real results!

Today, Rodan

  • Fields has grown from its humble beginnings in Dr. Katie Rodan's kitchen to the #1 skincare brand in the U.S. in 2016.* We combine our innovative products with a high-tech, high-touch approach, and as a result, more than a million customers have experienced the benefits of Rodan

  • Fields.

We are transforming skincare, and we welcome your big ideas to fuel our ambitious growth plans! If you are looking for a life-changing career opportunity, we've got your prescription. Here's what we offer and what we're looking for:

Be Impactful. As a Rodan

  • Fields corporate employee, you will have the chance to make an impact every day! You'll become part of a positive, passionate movement that celebrates greatness and encourages employees to be catalysts for change. We provide a creative, vibrant workplace outfitted with all of the technology, tools and training you'll need to learn, grow and thrive!

Be Inspired. We do more than create life-changing skincare we create life-changing impact in our communities through our non-profit, Prescription for Change, the heart of Rodan

  • Fields. By funding empowerment programs for students, we teach them how to use their skills to make life-changing differences in their lives and the lives of others.

Be Rewarded. Are you looking for a career that allows you to contribute your talents in a way that can truly make a difference in people's lives? Join us and share your talents as we develop innovative solutions for your skin and empower entrepreneurs. In addition to working arm-in-arm with industry leaders, employees at Rodan

  • Fields enjoy rich benefits including competitive total rewards packages, a company-wide, long-term incentive plan, health benefits, annual 401(k) employer match, wellness reimbursement program, paid parental leave, education reimbursement and so much more.

At Rodan

  • Fields, you will be challenged to make an impact, inspired to do more, and rewarded for your contributions.

If you're ready to dream big, apply here!

  • Source Euromonitor International Limited; retail value RSP terms; all channels, USA; extracted from internal system on March 15, 2017; claim effective starting March 28, 2017.
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Customer Care Instructional Designer

Rodan & Fields, LLC