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.).
• 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.

Qualifications

• 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.