Instructional Design Specialist

YOUR MISSION: The Instructional Design Specialist will leverage adult learning theories and best practices to design, develop, and deliver impactful training programs that empower employees and drive organizational success. By collaborating with key stakeholders, creating engaging content, and continuously improving learning initiatives, the Specialist will ensure that all training efforts are aligned with business goals, foster professional growth, and enhance overall performance across the company. 

YOUR LEGACY: The legacy of the Instructional Specialist will be a culture of continuous learning and development, where employees are equipped with the skills, knowledge, and confidence to thrive. Through innovative training programs and a deep understanding of adult learning principles, they will leave a lasting impact on the organization by fostering a workforce that is adaptable, engaged, and driven to achieve both personal and organizational excellence.  The result?  You helped Urgently become the world’s leading mobility assistance company.   

WHAT YOU’LL BE RESPONSIBLE FOR:  

Training: 

• Conduct assessments and collaborate with stakeholders to identify training needs and develop tailored learning solutions. 

• Develop and deliver engaging, interactive training materials, including eLearning modules, presentations, and workshops. 

• Lead virtual and in-person (during international travel) training sessions, adapting content and delivery methods to diverse learner needs and preferences. 

• Assess training effectiveness through feedback and performance metrics, using insights to refine and enhance future training initiatives. 

Stakeholder Management: 

• Answer questions from BPO Leaders and Agents to provide guidance and feedback. 

• Anticipate areas of opportunity and report trends. 

• Keep management informed of any obstacles or challenges. 

• Align Urgently and BPO policies with leadership. 

Compliance/Regulation: 

• Develop internal training auditing tools and conduct internal audits and reports. 

• Ability to travel when needed. 

• Ability to work overnight shifts when needed. 

• Attend virtual and/or in-person client-facing meetings to address project needs. 

• Willingness to work live cases as our agents do in order to analyze where gaps within the operations, product, and/or training may be 

Conduct regular/frequent training sessions and develop material to ensure employees adhere to quality and performance expectations 

• Mapping out training plans and schedules and delivering training.  

• Select appropriate training methods or activities (e.g. simulations, training, mentoring, and professional development classes).  

• Proven work experience as a Training Coordinator, Trainer, Training Facilitator, or similar role. 

WHO YOU ARE: 

Leadership and Coaching  

• You have exceptional leadership skills and motivation to achieve results in a fast-paced environment. 

• You can adapt to constant change. 

• You are reliable, enthusiastic, have high initiative, and have a can-do spirit. 

• You have excellent time management and problem-solving skills. 

• You have the ability to identify coaching opportunities and develop your audience. 

Communication and Collaboration 

• You are a team player with the ability to work well with other employees, customers, and partners. 

• You obtain organizational, analytical, written, and verbal communication skills 

• You are proficient in English. Knowledge of additional languages will be a definite plus. 

• You demonstrate independence and teamwork independently and in multi-disciplinary team environments. 

Business Expertise 

• You are aware of how training affects business results. 

• You demonstrate project management skills in the development of digital content for online courses, with a capacity to scope realistic projects, meet timeframes, and deliver outcomes. 

• You display a strong understanding of how critical maintaining a good relationship with our clients is.  

Technical Proficiency  

• You have experience designing and implementing training programs that integrate AI tools or technologies to enhance learning effectiveness and engagement. 

• You have fundamental knowledge of online classroom delivery systems (Teams and Zoom) 

• You have fundamental knowledge of productivity software (Office applications, including MS Word and Excel and/or Google equivalents.) 

Training Design 

• You apply instructional design principles and Adult Learning Theory to develop impactful, learner-centered training. 

• You can assess learning needs, define performance outcomes, and build scalable training solutions that drive results. 

• You develop content that aligns with business goals, supports behavior change, and enhances learner engagement. 

• You are skilled in creating blended learning programs, including eLearning, facilitator guides, job aids, and interactive materials. 

• You tailor training content to diverse audiences and learning styles, ensuring accessibility and inclusion. 

• You use data and feedback to iterate on and continuously improve training programs. 

Training Delivery 

• You have strong teaching and mentoring skills. 

• High-level interpersonal and professional communication skills to work effectively with individuals and teams of staff with different levels of technical knowledge. 

• Ability to assess priorities, exercise discretionary judgment, and negotiate for positive outcomes.   

• Ability to use good judgment, make independent decisions and proactively problem solve. 

• You can utilize and manage e-learning systems to deliver training material live-online. 

• You create a fun, safe, and engaging learning environment.  

Required Skills: 

• 2-4 years of experience as a trainer, educator, facilitator, or coach. 

• Strong understanding of Adult Learning Theory and its practical application in training environments. 

• Ability to design and deliver engaging learning experiences aligned with how adults learn. 

• Experience coaching or developing others, with demonstrated leadership aptitude. 

• Professional communication skills in client-facing and/or BPO environments. 

• Ability and willingness to travel internationally up to 15% of the time. 

• Ability and willingness to work the rare occasion there is an overnight training need.  

Preferred / Bonus Skills: 

• Bachelor’s or Master’s degree in Education, Instructional Design, Curriculum & Instruction, or related field. 

• Experience applying Adult Learning Theory to blended learning, instructional design, or coaching frameworks. 

• Exposure to or experience using AI-powered tools (e.g., chatbots, content generation, adaptive learning) in training design or facilitation. 

• Prior experience in a call center, customer service, or BPO setting. 

• Familiarity with Microsoft Office tools (PowerPoint, Excel, Outlook, etc.). 

• Experience with Learning Management Systems (LMS) or learning technologies. 

• Background in customer service training or performance enablement. 

THE NITTY GRITTY: 

• Location = Great news!  This position is remote, and you have the option of working from anywhere in the U.S.!  

• Travel Required = Up to 15% International travel is required 

• Manager = You’ll report to Director of Learning and Development 

• Compensation = The base salary range for this position is $55,000 - $65,000. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. 

• Benefits = At Urgently, we have awesome benefits!  We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and unlimited paid time off.  We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money!