Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join
You will join the Global Operations Training team. We support frontline teams and prepare them to best serve our customers. We are a global team with expertise in training design, development, delivery, and organizational development.
Our mission is to empower everyone to deliver exemplary service through continuous and impactful learning. We work closely with Delivery and Optimization, Change Management, Service Enablement, Process Improvement, Quality, Analytics, Policy, and many other teams!
The Instructional Designer role is integral to the Global Operations Training team, focusing on developing functional & practical training content to support curriculum across Community Support, AirCover, and Trust teams. This will include content in both new hire curriculum and in response to adapting to organizational changes, company-wide release events, and other initiatives. Success in this role will be measured by the efficiency of the design and development process, quality and effectiveness of the learning content created, as well as learner feedback and engagement metrics. Within the first 12 months, this person should efficiently design and implement training content that drives employee performance to meet business outcomes, demonstrating advanced proficiency in essential tools and effective collaboration with subject matter experts.
Design and develop engaging instructional materials using a variety of delivery methods (eLearning, ILT, VILT, microlearning, job aids, etc.) and content authoring tools (Articulate Storyline and Rise 360, Adobe Creative Suite, etc.)
Conduct needs assessments collaboratively with subject matter experts (SMEs) and learning performance managers to identify performance gaps and learning objectives aligned with target business outcomes
Apply learning science, cognitive psychology, instructional design models (ADDIE, SAM, Bloom’s, etc.) and accessible design practices (WCAG compliance) to create effective learning solutions for a diverse audience
Test and troubleshoot content to ensure cross-platform compatibility and SCORM/xAPI/LMS compliance
Evaluate training effectiveness through assessments, feedback loops with business contacts and learners, and performance metrics
Continuously improve content design and development processes based on learner feedback, data analysis, and new technologies
2+ years of experience as an instructional designer or developer in a business context, preferably for customer support audiences
• Ability to prioritize and manage multiple simultaneous deadlines while consistently delivering high quality results
• Strong collaboration skills as foundation for working effectively with teammates in different time zones and cultures, and considering direct instruction as well as constructive criticism
• Native or advanced fluency in English, additional fluency in Korean, Japanese, or simplified Chinese, is a plus
This position is Canada - Remote Eligible with a strong preference for East Coast based talent. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Our Commitment To Inclusion & Belonging
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: View email address on ca.snapjobsearch.com ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
We use automated tools to help our recruiting team efficiently screen a large volume of applications. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. This role may also be eligible for bonus, benefits, and Employee Travel Credits.
67,000—$79,000 CAD
