Instructional Design Manager

Job Description

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

Responsibilities

• Design new hire training and refresher training content and curriculum for Servicing Agents and TeleSales Specialists.
• Design and develop new training content and curriculum for Servicing Agents and TeleSales Specialists (e.g. new products, promotions, soft skills, selling skills, etc.).
• Write effective learning objectives and apply recognized instructional design methodologies for adult learning and knowledge transfer.
• Create interactive, engaging, effective training, utilizing the most current approaches and tools for virtual learning, including Articulate and AI (e.g., AI voiceover, simulations, gaming).
• Evaluate training effectiveness and utilize feedback to improve training.
• Conduct needs assessments.
• Track training completion in Edge.
• Digitize and maintain all training content and instructional materials on platform(s) that Customer Service/TeleSales Trainer and QA Manager and learners will be able to access for training delivery.
• Build a deep understanding of all new and existing customer service and sales business processes and product offerings.
• Track all customer service and/or sales process changes and ensure all changes have been incorporated in training curricula.
• When needed, train Supervisors in new and revised products and businesses process so that they can effectively coach agents.

Requirements

• Education: Bachelor's degree required.
• Experience: Minimum 5 years’ related experience required. Experience designing, tracking and evaluating customer training curricula for a remote workforce. Experience designing, tracking and evaluating sales training content for training curriculum. Experience translating process and system documentation into training.

Qualifications

• Knowledge of adult learning and instructional design principles.
• Experience updating Salesforce.com Knowledge documents.
• Knowledge of call-center operations and training a plus.
• Experience creating online learning.
• Proficiency in Articulate required.
• Proficient with Microsoft Office Suite or related software.
• Ability to problem solve and work in fast-paced environment.
• Attention to detail.
• Strong communication skills, both verbal and written.
• Driven project management and organizational skills.

Skills

• Proficiency in Articulate.

Benefits

• Medical, Dental, Vision plans.
• Health Spending Accounts & Flexible Spending Accounts.
• PTO: Starting at 15 days a year; based on type of job and tenure.
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays.
• Paid Family Leave.
• Employee Assistance.
• Disability and Insurance: Short + Long Term Service Awards and recognition.

Pay

The salary range for this position is $64,800 - $86,400.

Schedule

This is a 100% remote position, offering the flexibility to work from anywhere while supporting our humanitarian mission.

Where Your Career is a Force for Good!

As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:

• Medical, Dental, Vision plans.
• Health Spending Accounts & Flexible Spending Accounts.
• PTO: Starting at 15 days a year; based on type of job and tenure.
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays.
• Paid Family Leave.
• Employee Assistance.
• Disability and Insurance: Short + Long Term Service Awards and recognition.

What You Need to Know

Reporting to the Manager, Training Content/Delivery & QA, the Instructional Design Manager is responsible for designing customer-service-related training content and curriculum used in new hire training, refresher training, new product offerings and new business processes for Servicing Agents who handle Red Cross Training Services’ customer inquiries (voice, email, chat and text) related to: account maintenance, aquatics, class registrations, class logistics, billing, training certifications, course record entry, instructor bridging and Red Cross Learning Center troubleshooting support. This position will also develop sales-related training content and curriculum used in new hire training, refresher training, new product, business processes promotional training for TeleSales Specialists who sell Red Cross training classes and retail products to consumers and small business customers.

Where Your Career is a Force for Good

The American Red Cross is seeking a dynamic, self-motivated professional to join our team. The ideal candidate will have experience with Articulate (preferred) and a passion for creating impactful learning and training solutions. This is a 100% remote position, offering the flexibility to work from anywhere while supporting our humanitarian mission.

What You Need to Succeed

• Education: Bachelor's degree required.
• Experience: Minimum 5 years’ related experience required. Experience designing, tracking and evaluating customer training curricula for a remote workforce. Experience designing, tracking and evaluating sales training content for training curriculum. Experience translating process and system documentation into training.

What Will Give You the Competitive Edge

• Knowledge of adult learning and instructional design principles.
• Experience updating Salesforce.com Knowledge documents.
• Knowledge of call-center operations and training a plus.
• Experience creating online learning.
• Proficiency in Articulate required.
• Proficient with Microsoft Office Suite or related software.
• Ability to problem solve and work in fast-paced environment.
• Attention to detail.
• Strong communication skills, both verbal and written.
• Driven project management and organizational skills.