Support & Operations

Permanent

United States of America (Home Mix)

We’re looking for a forward-thinking Learning & Development Specialist (Instructional Designer) who’s passionate about designing personalized, tech-enabled learning experiences that prepare our Customer and Creator Support advisors to handle complex conversations and troubleshooting. This role blends learning design, technology, and operations, helping to shape how our advisors learn, grow, and perform in an increasingly AI-powered environment.

You’ll design learning experiences that span the full advisor journey—from onboarding and continuous development to skill mastery and performance enablement—while helping us evolve into a Learning Operations function that’s scalable, data-driven, and human-centered.

What You'll Do

Build tailored, data-supported learning experiences that match advisor performance indicators and apply the Advisor Skills Matrix to offer precise development at a wide-reaching level.
Develop AI-assisted, simulation-based learning and bot-led training experiences to mirror real customer interactions and strengthen advisor confidence in complex, judgment-based scenarios.
Incorporate advisor assist technologies into learning design, helping advisors master new tools and workflows that enable faster, more accurate customer resolutions.
Create content across a range of formats, including micro-learning, video, gamified challenges, and just-in-time modules, to keep learning engaging and adaptive to different learning styles.
Use generative AI and emerging tools to streamline content development, personalize experiences, and scale high-quality learning efficiently.
Partner with our global training team, operations, and stakeholders to embed learning into the advisor lifecycle, from onboarding through continuous upskilling and re-skilling.
Support the integration of the Advisor Skills Matrix and learning-performance dashboards into the broader coaching framework, ensuring data directly informs learning priorities.
Collaborate with site trainers to empower strategic thinking to facilitate simulations, coach critical thinking, and guide human-AI collaboration.
Help shape new skilling pathways for advisors that support growth into specialized, white glove, roles.
Contribute to building an integrated learning platform and ecosystem that connects content, data, and coaching tools for a flawless, personalized learning experience.
Conduct ongoing needs analysis to identify skill gaps, emerging training requirements, and opportunities to align learning initiatives with operational goals.
Analyze learning outcomes and performance data to iterate and improve content, ensuring training drives measurable improvements in advisor performance.
Contribute to the development and enhancement of learning analytics dashboards that connect training initiatives to business results.

Who You Are

3+ years experience designing impactful blended learning experiences across ILT, eLearning, and other engaging formats.
Tech-forward: You’re excited about demonstrating AI and emerging tech to create dynamic learning solutions and improve efficiency.
Analytical & Creative: You balance storytelling and creativity with data and insights to build effective learning.
Collaborative: You thrive in cross-functional environments and can align learning design with business priorities and operational needs.
Curious & Adaptive: You’re energized by change and thrive in environments that challenge you to innovate and evolve how people learn.
Skilled: You have solid understanding of tools like Articulate Storyline, Rise, or Captivate; LMS platforms; and editing tools like Camtasia or Audacity.

Where You'll Be

This role is based in New York
We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home

Learn about life at Spotify

The United States base range for this position is $68,258- 97,511 plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays, paid sick leave. This range encompasses multiple levels. Leveling is determined during the interview process. Placement in a level depends on relevant work history and interview performance.

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.

At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.

Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.

Our global benefits

Extensive learning opportunities, through our dedicated team, GreenHouse.

Flexible share incentives letting you choose how you share in our success.

Global parental leave, six months off - for all new parents.

All The Feels, our employee assistance program and self-care hub.

Flexible public holidays, swap days off according to your values and beliefs.

Spotify

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