Learning and Development, Instructional Designer (Hybrid - Acton, MA or San Diego, CA)

About the role

The Learning and Development Instructional designer/trainer leads the curriculum design and authoring for Product Support & Customer Care. Collaborating closely with Departmental Leadership, this role develops and facilitates comprehensive training programs.

Responsibilities

• Evaluate existing curriculum & redesign for retention and engagement
• Lead training for new Product Support Agents within the Customer Experience department
• Collaborate with department leaders and subject matter experts to develop comprehensive training programs
• Deploy and facilitate training sessions for existing and new products
• Complete the final certification process for Product Support Agents
• Evaluate training effectiveness and recommend improvements
• Stay updated on product updates to ensure training materials remain current
• Contribute to training needs analysis for new and updated processes
• Contribute to calibration and quality evaluations for training materials and instructions
• Identify opportunities and gaps in training curriculum for new product deployment
• Facilitate onboarding and continuous development training for Product Support team members
• Design and develop training materials that effectively support agents for whom English is a second language, ensuring content is clear, accessible, and easy to apply in customer interactions
• Assess and report on training effectiveness

Requirements

High school degree required, Bachelor's degree preferred

3+ years of experience with Instructional Design and curriculum development

Advanced skill authoring courses in multiple platforms including Articulate 360 and PowerPoint

Basic knowledge of diabetes as a disease state

Experience in medical device or clinical training industry

Prior experience with a Learning Management System (LMS)

Working knowledge of Microsoft Suite

Contact center instructional design experience

Demonstrated success of learning initiatives through data and reporting

Able to perform duties in a virtual environment

Requires sitting and standing associated with a normal office environment

Willingness and ability to travel as needed for team events or uptraining

International travel up to 10% of the time

Qualifications

Preferred Skills And Competencies:

• Prior experience training in a call center
• Experience in medical device or clinical training industry
• Prior experience with a Learning Management System (LMS)
• Working knowledge of Microsoft Suite
• Contact center instructional design experience
• Demonstrated success of learning initiatives through data and reporting

Benefits

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $87,200.00 - $130,850.00

This position may also be eligible for incentive compensation.

We offer a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• And additional employee wellness programs

Application Details

To apply, please visit the Insulet Careers site and submit your application online.