Assistant/Associate Specialist, Customer Care Learning & Development (Instructional Design)

Location: Global Home Office in Columbus, Ohio, United States

Company

Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer operating apparel and accessories brands including Abercrombie, Hollister, Abercrombie Kids, and Gilly Hicks.

What you will do

• Design and maintain instructor-led, virtual, self-paced, and blended learning for Customer Care onboarding, upskilling, and professional development.
• Create eLearning modules, facilitator guides, workbooks, job aids, assessments, videos, reference materials, and performance support resources.
• Partner with subject matter experts and business stakeholders to translate complex processes into learner-centered training solutions.
• Administer the LMS, including course creation, assignments, curricula, enrollments, reporting, testing, and troubleshooting.
• Monitor completion, certification, compliance, learning records, and training effectiveness using learner feedback, operational metrics, and quality results.
• Improve leadership certification and readiness programs while leveraging learning technologies, AI-enabled tools, and instructional design practices.

Requirements

• Bachelor’s degree and at least 1 year of experience.
• Knowledge of adult learning principles and strong instructional design skills.
• Experience with LMS administration, learning data, analytics, and reporting.
• Experience with eLearning authoring tools, including Articulate Rise and Storyline.
• Proficiency in Microsoft Office Suite and Copilot.
• Strong attention to detail, communication, problem-solving, relationship-building, and results orientation.

Nice to have

• Retail eCommerce knowledge or Customer Care experience.

Culture & Benefits

• Collaboration with Customer Care Leadership & Development, Operations, Quality, Knowledge, Automations, and Business Partner training teams.
• Focus on operational excellence, continuous improvement, accessibility, and customer experience.
• Participation in a weekend on-call rotation for customer-impacting issues.