Manager, Learning Experience Design (Hybrid)
Core
Lead a team of instructional designers to create and optimize high-impact, in-the-flow-of-work learning experiences for call center agents and back-office support staff.
Role type
Senior IC Manager, Learning Experience Design
Builds
Blended, self-guided, and AI-enhanced learning solutions for frontline operations
Domain
Financial Services / Customer Service Operations / Learning & Development
Required skills
Team leadership, Instructional Design, Generative AI integration, Agile coaching, Stakeholder consulting, Data-driven evaluation
Preferred skills
Master's in Instructional Design, 5+ years people management, Contact center operations experience
Technologies
Generative AI, Agile methodologies, Learning management systems
Responsibilities
Manage and mentor a team of instructional designers, Consult with operational leaders to define learning strategies, Design blended learning solutions for frontline agents, Integrate AI tools to streamline content creation, Measure learning impact against operational KPIs, Manage project portfolios and delivery timelines
