Are you passionate about creating exceptional learning experiences? As an Instructional Design Manager, you'll play a crucial role in delivering top-notch customer experiences and be part of a vibrant and supportive culture.
What You'll Be Doing
Responsibilities
As an Instructional Design Manager, you'll provide strategic guidance, long-term planning, and continuous improvement for our Content Design/Instructional Design organization. Your responsibilities will include:
Leading and managing the instructional design team, ensuring creative and consistent content development.
Overseeing program guidance, new initiatives, and operational excellence.
Ensuring the success of Learning & Development (L&D) programs with innovative content.
Managing client expectations and driving satisfaction.
Cultivating global coordination and best practices.
Daily Responsibilities
Guide the instructional design team, remove roadblocks, and ensure the success of all initiatives.
Manage department functions, resources, and reporting at the site level.
Facilitate team meetings and utilize resources to drive performance and customer satisfaction.
Recruit, train, and mentor team members in best practices for instructional design.
Establish work hours to meet program and site needs.
Maintain instructional designer scorecards and review performance monthly.
Conduct annual performance reviews for direct reports and assist supervisors with their teams' reviews.
Resolve employee issues with a collaborative, employee-centered approach.
Provide coaching and discipline as needed.
Develop and monitor performance standards for the instructional design team.
Ensure efficient material development aligned with program requirements and deadlines.
Conduct audits on productivity, evaluation skills, and policy compliance.
Lead the team to support employee retention, productivity, profitability, and customer satisfaction.
Partner with HR for corrective actions to ensure policy compliance.
Stay current on instructional design best practices, L&D technologies, and methodologies.
Track and participate in global launches, identifying risks and challenges.
Partner with executive and senior leadership to identify instructional design needs.
Perform root cause analysis to resolve process breakdowns and customer concerns.
Serve as the primary interface and point of contact for clients regarding instructional design.
Establish and maintain positive client relationships.
What You Can Expect
Comprehensive Health, Dental, Vision, and Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation, Sick Time, and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs
Employee Rewards Program
Education
About Your Role
Bachelor's degree or equivalent work experience.
Experience
6+ years in training, instructional design, management, project management, or related fields.
Practical application of Active and Adult Learning Theory.
Process improvement or Six Sigma training preferred.
Experience with digital and e-learning methodologies.
Familiarity with call center technology.
Skills
Ability to design diverse learning solutions.
Proficiency in working with virtual teams.
Excellent communication skills, both oral and written.
Strong computer literacy, including MS Office and authoring software.
Analytical skills to identify root causes and develop improvement initiatives.
Knowledge of Learning Management Systems and e-Learning software.
Background in training, teaching, and adult learning.
Other Requirements
Ability to manage multiple concurrent programs.
Excellent decision-making, project management, and time management skills.
High degree of professionalism and integrity.
Willingness to travel as needed.
About Us
Since our establishment in 2000, we've been delivering exceptional customer experiences through our global contact centers. Our values are at the core of everything we do. As a team member, you can expect:
A Culture of Service: You'll be treated like a customer from day one.
Teamwork: A supportive, family-like environment that encourages growth and open communication.
Respect: A team that is accountable, dependable, and attentive.
Proactivity: Surround yourself with solution-oriented people.
Career Growth: Plenty of learning opportunities.
Diversity: Be part of a diverse, fun, and community-minded organization.
Competitive Compensation: We offer more than just competitive wages and great benefits, including incentives and wellness programs.
Employment Type: Full-Time
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Education and Training
Industries
Human Resources Services
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