Role Description At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. This role can be done from home. Building the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices around the globe. This role can be done from any of our offices across the United States or remotely from home. It’s about impact, not location. Do you enjoy getting deep into the details of how a job actually works — then turning that knowledge into learning experiences that stick? Do you want to be the person on the Customer Experience Training team who knows the floor, understands what great agent performance looks like, and builds training that closes real gaps? If so, we’d love to talk. The CX Training team is looking for a Learning & Performance Designer who pairs strong instructional design craft with genuine operational curiosity. Someone who spends time with agents and team leads, learns the processes end-to-end, and brings that firsthand knowledge into every course and resource they build. What You'll Do: - Define and own the learning strategy and curriculum architecture for CX training programs, establishing standards, frameworks, and methodologies that ensure consistency, scalability, and alignment with organizational goals across multiple regions and partner sites. - Serve as the recognized subject matter expert on instructional design and performance improvement within CX, providing technical leadership, guidance, and mentorship to peers and cross-functional partners on learning best practices. - Design and develop complex, multi-modal training solutions including online self-paced courses, instructor-led sessions, virtual learning experiences, job aids, and certification programs that address wide-ranging performance gaps across the CX organization. - Lead the strategic needs analysis process for the function, integrating data from QA findings, performance metrics, product changes, and operational feedback to anticipate training needs 6-12 months ahead and propose proactive learning investments. - Drive consensus among senior stakeholders across CX Operations, QA, Product, and Technology to align learning priorities with business objectives, presenting complex recommendations and influencing resource allocation decisions. - Create and maintain design standards and quality assurance processes for all CX learning content, ensuring technical integrity, brand consistency, and pedagogical effectiveness across the training portfolio. - Own the learning measurement framework, defining metrics and evaluation criteria that connect training outcomes to agent performance KPIs (AHT, CSAT, FCR, quality scores), and using data to continuously improve content and delivery methods. - Proactively embed in CX operations to maintain deep, current knowledge of agent workflows, tools, and challenges, reducing reliance on extended SME cycles by bringing operational expertise directly into curriculum development. - Manage a portfolio of concurrent course development projects at various stages, establishing clear timelines, coordinating cross-functional dependencies, and driving work to completion while balancing speed with quality. - Collaborate with engineering, product, and technology teams to develop specifications for training content related to new products, features, and system changes, ensuring learning solutions are ready at launch. - Identify opportunities to leverage emerging learning technologies, AI-powered tools, and innovative delivery methods to scale training impact and improve learner engagement. Qualifications - 8+ years of instructional design or learning development experience, with demonstrated experience leading learning strategy and curriculum development within or closely alongside a customer service, contact center, or technical support environment. - Bachelor's degree in Instructional Design, Learning & Development, Education, or equivalent experience. - Proven track record of defining learning standards, frameworks, or methodologies adopted across teams or functions. - Experience leading complex, multi-stakeholder learning projects from needs analysis through evaluation. - Expertise in instructional design methodology, including adult learning principles, performance-based design, and curriculum architecture for complex technical content. - Ability to independently master complex technical and procedural subject matter and translate it into clear, engaging, learner-centered training without requiring SMEs to build content. - Strong strategic analysis skills: able to synthesize data from multiple sources (QA findings, performance metrics, operational feedback) to identify learning priorities and anticipate future needs. - Advanced proficiency with multimedia authoring tools such as Articulate 360, Captivate, or equivalent, including ability to establish standards and mentor others on tool usage. - Demonstrated ability to influence senior stakeholders, drive consensus across functions, and present complex learning recommendations to leadership. - Experience defining and implementing learning measurement frameworks that connect training outcomes to business performance metrics. - Ability to manage a portfolio of projects with competing deadlines while maintaining quality standards. - Strong process analysis skills: able to observe, map, and evaluate agent workflows to identify knowledge, skill, or system gaps. Requirements - Experience delivering instructor-led training and train-the-trainer programs. - Background in QA, performance measurement, or workforce management in a customer service context. - Experience designing training for global, multi-site, multi-language support organizations. - Familiarity with learning management systems (LMS) administration and reporting. - Experience with AI-powered learning tools or adaptive learning technologies. - Strong technical writing and documentation skills. - Experience mentoring junior instructional designers or leading learning project teams. Benefits - Medical, Dental, and Vision Insurance. - A 401(k) plan with company matching and immediate vesting. - An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required. - 80 hours of sick time upon hire, refreshed annually. - Up to 12 paid holidays per calendar year. - Generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition. - Company-paid Disability, Life, and AD&D Insurance. - Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance. - Mental health benefits to support your holistic well-being. - A generous employee discount program & Sonos Radio HD - on us!