Director, Instructional Design

Company Overview:

Comprehensive practice management solutions for the elective medical industry are essential for improving efficiency, and the client-centric culture of the PatientNow team is well-poised to continue delivering solutions that allow our customers to spend more time where they want to, with their patients. With our expanding line of products, we demonstrate our commitment to delivering purpose-built technology to medical aesthetics and wellness service providers in our ever evolving market. PatientNow continues to see Med Spa business growth, in addition to expansion in the areas of nutrition, weight loss and hormone replacement. PatientNow’s goal is to be the elective medical industry’s most trusted and intuitive practice management solution— fueled by innovation, integration, and strategic partnerships, delivered by a team with unrivaled grit.

Vision: Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission: PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values:

•        Show up – being present and supportive: for each other through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.

•        Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving

• •        Be Authentic – By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect

Position Summary:

As the Director of Instructional Design, you’ll lead the creative and operational heartbeat of the Company Knowledgebase. You’ll manage a team of instructional designers, content creators, and facilitators to deliver engaging, measurable learning programs that drive performance across our internal, client, and provider audiences.

You will be part project manager, part learning strategist, and part coach — ensuring that every learning initiative you lead is data-informed, aligned with product and business goals, and built for scale.

Essential Duties and Responsibilities:

Client Learning

• Collaborate with Product Managers to develop learning solutions for new feature releases in an agile environment.
• Design and produce content for quarterly releases and off-cycle updates, balancing speed, scalability, and quality.
• Apply adult learning theory and instructional design models (ADDIE, 5 Moments of Need) to create effective learning deliverables, including:
• • Knowledge base articles for new and existing products.
  • eLearning modules, microlearning videos, instructor-led training materials, manuals, and quick reference guides.
• Become a subject matter expert (SME) by maintaining deep knowledge of the Company’s platform.
• Continuously innovate with new learning technologies, gamification methods, and AI-powered design tools to enhance learner engagement.
• Collaborate cross-functionally with the L&D team, Product, Marketing, and Customer Ops & Success to ensure consistent messaging and visual branding across all learning channels.
• Manage the design, development, and delivery of client training programs across global audiences.
• Collaborate with Customer Success, Marketing, and Product to create content that supports onboarding, adoption, and continuous education.
• Ensure all customer-facing training aligns with the Company branding and product standards.
• Support the execution of multilingual and localized learning experiences to serve global learners.
• Maintain and update the learning management system, ensuring courses are current, accessible, and tracked through analytics dashboards.

Employee Learning

• Manage internal onboarding and product training programs that strengthen platform fluency across departments.
• Partner with HR and team leads to identify learning gaps and deliver tailored programs that address real business needs.
• Implement the Product Knowledge Proficiency Model by coordinating assessments, tracking progress, and sharing insights with leaders.
• Collect and analyze learner feedback to iterate and improve learning content.

Leadership & Operations

• Manage a team of designers and facilitators, providing coaching, feedback, and career development support.
• Oversee project timelines, budgets, and resource allocation to meet business goals efficiently.
• Track learning engagement, adoption, and satisfaction metrics — and turn data into actionable improvements.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

• 5+ years in Learning & Development, with at least 2 years managing or mentoring a learning team.
• Strong instructional design and learning technology expertise (e.g., Adobe Captivate, Camtasia, LMS administration).
• Exceptional collaboration skills with cross-functional teams in Product, CS, and Operations.
• Ability to balance strategic priorities with tactical execution.
• Data fluency — using learning analytics to inform decisions and measure success.
• Experience with SaaS training environments or customer education programs a plus.

Why You’ll Thrive Here:

In this role, you’ll get to:

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.

Supervisory Responsibilities: This position includes direct people management, team leadership, and coaching responsibilities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com or [email protected]