SMS Assist
Phoenix – Mesa – Scottsdale, AZ

Learning Experience Designer Level II at SMS Assist (Phoenix, AZ)

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SMS Assist Summary
At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn't only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
Job Summary
The Learning Experience (LX) Designer II is responsible for planning, creating, and maintaining digital learning solutions to support the learning and development of employees and the educational needs of the business.
  • Collaborates with stakeholders to understand needs and expectations and uncover organizational and performance goals.
  • Be an active listener who also knows how to ask insightful questions to unlock a greater understanding of business and learning needs.
  • Applies a systematic process to gather, identify, and analyze root causes of learning and performance gaps.
  • Makes informed, learning science backed, recommendations for performance improvement solutions to address root causes in partnership with manager or Senior LXD.
  • Works with subject matter experts and other resources to transform knowledge into learning solutions.
  • Consults with stakeholders to gain commitment for implementing solutions.
  • Comfortably use quantitative and qualitative needs analysis techniques to help prioritize our learning efforts.
  • Creates and manages a detailed project plan to ensure quality standards and timelines for deliverables are met.
  • Utilizes needs analysis to address learning and performance gaps.
  • Properly scope and define outcome-driven learning objectives.
  • Identifies and selects the appropriate approaches and technologies that follow sound principles of learning theory and align to the specific learning/performance support opportunity.
  • Designs logical learning assets that create an effective, efficient and engaging experience for the learner and maximize performance improvement outcomes that yield measurable organizational results.
  • Designs and develops instructional materials including job aids, e-learning content, videos, PowerPoint presentations and more with minimal supervision required.
  • Write concise and customer-friendly instruction for a variety of learning modalities (e.g., online courses, documentation, resources, in-app messages)
  • Conducts reviews of materials with appropriate parties, such as subject matter experts, the design team, and the target audience.
  • Proactively collects and incorporates feedback from leaders and stakeholders.
  • Builds into the design of learning solutions a variety of both formative and summative evaluation strategies to determine learning mastery and impact.
  • Effectively organize content and deliverables in a logical and intuitive manner.
  • Regularly QA test and debug learning content.
  • Able to prioritize work based on business needs and pivot when organizational needs require it.
  • Experiment and use diverse technologies to create interactive, responsive, and user-friendly online courses.
  • Continuously evaluates, reports on, and improves existing learning/performance support solutions.

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
  • Customer Service - Proficient
  • Verbal Communication - Proficient
  • Written Communication - Expert
  • Teamwork - Proficient
  • Relationships - Proficient
  • Negotiation - Proficient
  • Organizational Awareness - Proficient
  • Learning Agility - Advanced
  • Analysis - Proficient
  • Problem Solving - Advanced
  • Process Orientation - Proficient
  • Prioritization - Proficient

Role Specific Skills
  • Intermediate to advanced knowledge of instructional design principles, training techniques, and adult learning theories.
  • Intermediate to advanced skills in Microsoft Office Suite
  • Intermediate to advanced skills in Adobe Creative Suite
  • Intermediate to advanced skills in audio and video production and editing
  • Intermediate to advanced skills in e-learning development software (e.g., Articulate Storyline, Adobe
  • Captivate)
  • Intermediate to advanced experience with Learning Management Systems (e.g., Saba, Cornerstone, Skillsoft).

  • Bachelor's degree with major coursework and/or equivalence in instructional design, instructional technology, education technology, adult education, communications, or closely related field.
  • 3-5 years of experience conducting needs analysis and designing and evaluating learning programs.
  • 3-5 years of hands-on development experience across multiple learning modalities (online, virtual, classroom, blended and social) using authoring tools such as: Captivate, Articulate; web conferencing applications such as Adobe Connect, Zoom, GoToMeeting; and collaboration platforms such as Yammer, SharePoint, Ning or Google.
  • Experience with LMS functionality.

Other Relevant Qualifications
  • CPLP, ATD, Langevin, or other training certifications or equivalent experience.
  • 2+ years of experience in call center, contact center, customer service, or related field.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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What are SMS Assist Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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