Instructional Designer - Associate Manager
Core
Design, develop, and implement high-impact learning solutions for contact center operations, new hire training, compliance, and leadership development to improve employee performance and customer experience.
Role type
Associate Manager Instructional Designer
Builds
Blended learning solutions (ILT, VILT, eLearning, microlearning, simulations) and digital content for insurance and contact center operations.
Domain
Insurance / Contact Center Operations / Learning & Development
Required skills
Instructional design methodologies (ADDIE), curriculum design, adult learning principles, performance consulting, training needs analysis, LMS management, content authoring, data-driven ROI measurement.
Preferred skills
Regulated industry experience (Financial Services, Insurance, Healthcare), ATD/CPTD certification, global delivery models, contact center platform expertise.
Technologies
Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond, Copilot Studio, Genesys, NICE, Five9, Salesforce, Zendesk, Avaya, Microsoft 365, SharePoint, Teams, Power BI, Power Automate.
Responsibilities
Design end-to-end learning solutions for new hires and product launches; build blended learning content including job aids and interactive modules; conduct training needs analyses using performance data; measure training effectiveness against operational metrics (CSAT, QA, AHT, FCR); partner with Operations, QA, and SMEs to align learning with business needs.
Seniority
Associate Manager, hands-on IC with leadership responsibilities