We're looking for an experienced Instructional Designer to partner with our Customer Experience/Operations team in designing, and facilitating the delivery of employee & contractor training initiatives.

In this role, you will:

• Conceptualize and storyboard engaging interactive learning objects that promote active learning.

• Identify needs, prioritize and gain agreement on design plan to achieve goals.

• Collaborate in partnership with subject matter experts to leverage existing materials in the designing process.

• Use new and existing training materials to design engaging and interactive training modules using various e-learning delivery methods (blended learning, self-paced, and instructor-led, etc.) with the primary focus of developing employee skills to improve the quality of customer interactions and outcomes.

• Develop and organize e-learning content such as job aids and learning resources.

• Conduct follow ups, and maintain records of training activities.

• Collaborate with operations team on criteria and plan strategies to track employee progress, measuring success and program effectiveness relative to learners' performance.

• Prepare and support staff to perform their job duties.

• Work with operations management team to identify training opportunities

• Partner with operational supervisors and managers in the delivery of training.

Requirements

• Bachelor’s degree in related area or the equivalent combination of relevant education and experience (four years’ direct relevant experience is equal to a Bachelor’s degree)

• Minimum two years’ professional experience leading cross-functional projects, meeting relevant timelines and project goals.  

• Travel required, at least 25%

Skills

• Strong design and delivery skills

• Knowledge of training delivery best practices

• Work at a fast pace and be comfortable with ever changing priorities

• Ability to set effective priorities, handle multiple tasks, problem-solve, analyze and interpret data

• Detail oriented

• Ability to work effectively within a diverse, cross-functional team across multiple sites

• Experience with the following:

  • Creating and delivering leadership and development training

  • Adobe Captivate and Adobe Captivate Prime (LMS), preferred

  • PDF creation/editing software is desirable

  • Designing and Creating self-directed e-learning courses

  • Converting existing in-class training materials to e-learning content