Director, Operations Instructional Design

About The Opportunity

The Operations Division is modernizing how we deliver learning solutions to enable high-impact, user-centered experiences. We are seeking a Director of Operations Instructional Design to lead the design, development, and continuous improvement of digital learning experiences that prepare more than 150 members of our Operations team to deliver exceptional support to our customers throughout their journey. This role will establish and lead a Learning Experience Design Center of Excellence (COE) within Operations, responsible for building best-in-class design standards, templates, and tools that elevate the quality and impact of all learning experiences. You'll collaborate across Operations, Product, Program, and Technology to ensure that every learning program is both engaging and measurable in its impact on performance, readiness, and customer experience. You use instructional design to drive innovation in digital learning through evidence-based practices, human-centered design, and the thoughtful application of learning science. You bring experience with Adobe Captivate, Articulate Storyline 360, SCORM Cloud, Global Meet, and PowerPoint to create lessons and modules, and coding skills with JavaScript extensions and other tools to produce interactive elements.

Develop and Deliver Training, Templates, and Artifacts

• Create detailed design principles and templates for the team to use in creating individual training artifacts like webinars, live learning, async lessons and modules.
• Create complex training experiences and deliverables using tools like JavaScript extensions, xAPI, cmi5, and Blender.
• Plan, script, and build engaging, interactive, targeted, and efficient learning artifacts for internal Operations staff who support the delivery of Client products and assessments.
• Create visual elements like graphics, exercises, videos, printables, and assessments to make artifacts engaging to learners.
• Use Articulate Storyline 360, Articulate Review SCORM Cloud, and PowerPoint to create and update training artifacts.

Learning Strategy and Standards

• Establish the Learning Experience Design COE to define standards, templates, and processes for learning design excellence.
• Partner with business leaders to ensure learning programs are measurable and linked to performance outcomes and customer experience improvements.
• Anticipate future learning needs by staying current with design trends and research.
• Balances prioritization and delivery of new strategies and approaches with current business needs.
• Leverage AI technologies to develop learning solutions that deliver high business value to materially transform Ops learning experiences.
• Makes necessary adjustments and adds required elements (like closed-captioning) to ensure all artifacts are ADA compliant when required.
• Ensures final artifacts are compatible with organization's LMS and broader knowledge management infrastructure.

Continuous Improvement and Evolve Content

• Deliver strategies that connect learning programs to business results using data and evaluation models to prove the impact and value of learning initiatives.
• Establish and monitor key learning performance metrics to measure and enhance business impact, using data to drive continuous improvement.
• Implement feedback loops to gather user insights and measure satisfaction, leveraging this data for iteratively refining learning solutions.
• Maintain governance processes for content updates in collaboration with SMEs and overall Knowledge and Learning Operations team.

Goal #1: Enable internal operations staff to deliver digital assessments with greater consistency, efficiency, and confidence with a suite of modular training experiences

• Impact Metric + Baseline: Determine the baseline confidence level of internal operations staff through pre-training surveys and achieve an increase in confidence among at least 85% of learners post-training, as measured by matched pre/post survey responses.
• Quant/Qual Metric + Baseline: &Client;80% of Ops learners report improved process enablement and delivery standards via structured feedback.

Goal #2: Reduce time spent translating and reformatting information between Product and Ops teams by modernizing and standardizing instructional design templates and processes

• Impact Metric + Baseline: Achieve a 30% decrease in average time Ops learners spend searching for information and resources needed for test delivery cycles.
• Quant/Qual Metric + Baseline: &Client;80% of Ops learners report improved ease-of-use and alignment in training design via structured feedback.

Goal #3: Improve the accuracy, accessibility, and sustainability of learning assets and experiences to drive efficiency and optimize workflows

• Impact Metric + Baseline: Ensure 100% of newly developed or revised training complies with updated LMS governance and best practices, for external users and internal Ops users.
• Design and deploy an intake and review process by Q4 of 2025 to repurpose or update existing legacy content to align with new instructional design standards.