Manager, Training Delivery
for section headings. Use - for any list of duties/requirements/benefits, and
for prose. Include a section only when posting has real specific content. No filler. Remove boilerplate like EEO, legal, scam warning, application instructions, etc. Also remove duplicated lines. Must preserve all substantive info.
We need to decide sections: "Job Summary" maybe as About the role? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can map content accordingly.
We have Job Summary paragraph. Could be under "About the role". Responsibilities list. Qualifications (including required qualifications). Preferred qualifications maybe under "Qualifications" or separate? Could combine but better separate? The instruction: prefer few substantive sections over many thin ones. Could have sections: About the role, Responsibilities, Qualifications (including required and preferred), Core Capabilities (maybe Skills?), How Success Will Be Measured (maybe as "Performance Metrics"? Not listed but we could include as a section if content present; but allowed headings only those listed? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings but suggests those as examples. Safer to stick to those. Could map "How Success Will Be Measured" to maybe "Skills"? Not appropriate. Could treat as part of Qualifications? Might be better to include as a separate section with heading "Performance Metrics" but not in list. However instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings when applicable, but we could also use others if needed? It says "use for section headings (e.g. ...)" meaning those are examples, not exclusive. But to be safe, we can include sections for: About the role, Responsibilities, Qualifications, Skills (maybe core capabilities), Pay. Benefits and Schedule not present, so omit.
We need to include Pay: they gave salary range. So include Pay section.
We need to include Benefits? Not present, so omit.
Schedule? Not present.
We need to preserve all substantive info: job summary paragraph, responsibilities list (many items), qualifications (required), preferred qualifications, core capabilities, how success measured, guiding principles (maybe part of About the role? Could be separate but we can include as part of About the role). Also note about pay.
We must remove boilerplate: EEO, legal, fraud FAQ, visa sponsorship, etc. Also remove "All job descriptions and required skills..." etc. Also remove "We appreciate your interest..." etc. Also remove "Please note that at this time, we do not provide visa sponsorship..." etc. Also remove "Applicants must be authorized to work..." etc. Also remove "The Company collects personal information..." etc. Also remove "If you have the drive to succeed..." maybe keep as part of About the role? It's motivational but could be considered boilerplate? It's part of posting but not essential? Might be considered fluff but still substantive? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. That motivational paragraph is substantive? It's more fluff but still part of posting. Might keep as part of About the role.
We need to format lists with - . For responsibilities, each bullet starts with a verb. We'll put each as
- . For qualifications, we have list of items (Bachelor's degree..., Progressive experience..., Demonstrated mastery..., Experience designing..., Experience managing..., Proficiency..., Experience designing..., Strong writing..., Ability to influence...). We'll list each as
- . Preferred qualifications also list.
Core capabilities list: each bullet with bold label? We'll keep as list items.
How success measured: list of bullet points.
Guiding principles: list of three principles with explanation; could be paragraph.
Pay: paragraph with salary range.
We must not repeat job title as heading. No Job ID.
We'll output HTML fragment.
Let's craft.
Structure:
About the role
Job Summary paragraph + maybe motivational paragraph.
Responsibilities
- ...
...
Qualifications
- Required qualifications list
...
Preferred Qualifications
...
Skills
Core capabilities list
How Success Will Be Measured
...
Pay
The starting pay rate/range at time of hire for this position in New York is $102,816 - $168,912 / year. For other locations, please inquire with your recruiter.
We might also include Guiding Principles as part of About the role or separate section maybe "Culture". But not required.
We need to ensure we don't include filler like "commensurate with experience". Not present.
Let's extract exact text.
Job Summary: "The Instructional Design Manager leads the design, development, implementation, and continuous improvement of learning solutions that strengthen employee performance and customer outcomes across Customer Care and Customer Retention operations. This role owns curriculum strategy for new-hire onboarding, upskilling, reskilling, leadership development, and continuous learning. The manager applies advanced adult learning principles to create practical, culturally relevant, and measurable experiences for geographically dispersed and international audiences. Because our operating model is heavily supported by external vendors, the successful candidate will bring experience leading vendor-based instructional design teams and creating learning solutions for vendor frontline employees and leaders. The role partners closely with operations, readiness, subject matter experts, facilitators, and senior stakeholders to translate complex business needs into clear, engaging, and scalable learning."
We'll put that in .
Motivational paragraph after job summary: "Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!" This is before Job Summary. Could include as part of About the role.
We'll combine.
Responsibilities list: need to copy each bullet exactly.
Responsibilities bullets:
- Lead end-to-end curriculum strategy, including performance and needs analysis, learning architecture, design, development, implementation, evaluation, and continuous improvement.
- Apply adult learning theory, instructional systems design, and performance-based learning practices to create experiences that are relevant, accessible, engaging, and immediately applicable on the job.
- Design for international Customer Care and Customer Retention audiences, accounting for cultural context, language and localization needs, varying levels of experience, technology access, and regional operating differences.
- Lead, coach, and quality-manage internal and vendor instructional designers, developers, and learning specialists; establish clear standards, governance, review cycles, and accountability for deliverables.
- Partner with vendor operations and learning leaders to design role-specific programs for frontline employees, supervisors, managers, and site leadership.
- Create blended learning solutions across instructor-led training, virtual instructor-led training, eLearning, simulations, scenario-based practice, social learning, mobile learning, and performance support.
- Translate complex products, services, systems, policies, and operational processes into learner-friendly content tied to observable behaviors and business outcomes.
- Partner with subject matter experts, readiness leaders, operations teams, and other stakeholders to identify performance gaps, define measurable learning objectives, and prioritize learning investments.
- Use learner data, quality results, operational KPIs, stakeholder feedback, and evaluation findings to measure effectiveness and improve learning solutions.
- Ensure consistency with brand, voice, accessibility, content quality, and learner experience standards across internal and vendor-delivered programs.
- Manage multiple concurrent projects, dependencies, risks, timelines, and stakeholder expectations in a fast-paced environment.
- Evaluate emerging learning technologies and methods, recommending solutions that improve speed, scalability, learner engagement, knowledge retention, and performance.
Qualifications (required):
- Bachelor's degree in Instructional Design, Adult Learning, Education, Organizational Development, Communications, or a related field, or equivalent relevant experience.
- Progressive experience in instructional design, curriculum development, or learning experience design, including experience leading people, projects, or design teams.
- Demonstrated mastery of adult learning principles and their application to performance-focused learning for diverse adult audiences.
- Experience designing learning for international or geographically distributed Customer Care, Customer Retention, contact center, sales, or service teams.
- Experience managing vendor-supported instructional design teams and creating learning for vendor frontline employees and leadership audiences.
- Proficiency with instructional design approaches such as ADDIE, SAM, rapid prototyping, performance consulting, and evaluation methods.
- Experience designing blended learning programs, including eLearning, ILT, VILT, simulations, scenario-based practice, and performance support.
- Strong writing, editing, presentation, project management, and stakeholder management skills, with the ability to simplify complex information.
- Ability to influence across organizational boundaries, lead through change, synthesize feedback, and maintain quality under competing deadlines.
Preferred Qualifications:
- Experience in a large, vendor-supported contact center or business process outsourcing environment.
- Experience with localization, translation workflows, cross-cultural learning design, accessibility, and inclusive design practices.
- Advanced proficiency with authoring and multimedia tools such as Articulate 360, Adobe Creative Cloud, Camtasia, or comparable platforms.
- Experience with learning management systems, learning experience platforms, virtual facilitation tools, and Microsoft 365.
- Experience developing frontline leadership, coaching, quality, retention, or consultative customer engagement programs.
- Portfolio demonstrating measurable, scalable learning solutions for complex operational environments.
Core Capabilities (Skills):
- Adult Learning Expertise: Applies adult learning science to practical, behavior-based experiences.
- Global & Inclusive Design: Designs for cultural, language, accessibility, and regional differences.
- Vendor Leadership: Sets standards and drives quality across external design and delivery partners.
- Business & Performance Acumen: Connects learning outcomes to customer experience and operational performance.
- People & Project Leadership: Builds capability, manages priorities, and delivers through others.
- Data-Driven Improvement: Uses evidence and feedback to strengthen impact and scalability.
How Success Will Be Measured:
- Learning solutions are delivered on time, meet quality standards, and scale effectively across internal and vendor operations.
- Learners and leaders demonstrate improved readiness, confidence, knowledge application, and on-the-job performance.
- Learning programs contribute to improved customer experience, retention, quality, productivity, and other defined business outcomes.
- Internal and vendor design teams consistently apply established standards, governance, and continuous improvement practices.
- Stakeholders view the learning function as a trusted, consultative partner that responds effectively to changing business needs.
Guiding Principles paragraph: "At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that
for prose. Include a section only when posting has real specific content. No filler. Remove boilerplate like EEO, legal, scam warning, application instructions, etc. Also remove duplicated lines. Must preserve all substantive info. We need to decide sections: "Job Summary" maybe as About the role? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can map content accordingly. We have Job Summary paragraph. Could be under "About the role". Responsibilities list. Qualifications (including required qualifications). Preferred qualifications maybe under "Qualifications" or separate? Could combine but better separate? The instruction: prefer few substantive sections over many thin ones. Could have sections: About the role, Responsibilities, Qualifications (including required and preferred), Core Capabilities (maybe Skills?), How Success Will Be Measured (maybe as "Performance Metrics"? Not listed but we could include as a section if content present; but allowed headings only those listed? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings but suggests those as examples. Safer to stick to those. Could map "How Success Will Be Measured" to maybe "Skills"? Not appropriate. Could treat as part of Qualifications? Might be better to include as a separate section with heading "Performance Metrics" but not in list. However instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings when applicable, but we could also use others if needed? It says "use for section headings (e.g. ...)" meaning those are examples, not exclusive. But to be safe, we can include sections for: About the role, Responsibilities, Qualifications, Skills (maybe core capabilities), Pay. Benefits and Schedule not present, so omit.
We need to include Pay: they gave salary range. So include Pay section.
We need to include Benefits? Not present, so omit.
Schedule? Not present.
We need to preserve all substantive info: job summary paragraph, responsibilities list (many items), qualifications (required), preferred qualifications, core capabilities, how success measured, guiding principles (maybe part of About the role? Could be separate but we can include as part of About the role). Also note about pay.
We must remove boilerplate: EEO, legal, fraud FAQ, visa sponsorship, etc. Also remove "All job descriptions and required skills..." etc. Also remove "We appreciate your interest..." etc. Also remove "Please note that at this time, we do not provide visa sponsorship..." etc. Also remove "Applicants must be authorized to work..." etc. Also remove "The Company collects personal information..." etc. Also remove "If you have the drive to succeed..." maybe keep as part of About the role? It's motivational but could be considered boilerplate? It's part of posting but not essential? Might be considered fluff but still substantive? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. That motivational paragraph is substantive? It's more fluff but still part of posting. Might keep as part of About the role.
We need to format lists with - . For responsibilities, each bullet starts with a verb. We'll put each as
- . For qualifications, we have list of items (Bachelor's degree..., Progressive experience..., Demonstrated mastery..., Experience designing..., Experience managing..., Proficiency..., Experience designing..., Strong writing..., Ability to influence...). We'll list each as
- . Preferred qualifications also list.
Core capabilities list: each bullet with bold label? We'll keep as list items.
How success measured: list of bullet points.
Guiding principles: list of three principles with explanation; could be paragraph.
Pay: paragraph with salary range.
We must not repeat job title as heading. No Job ID.
We'll output HTML fragment.
Let's craft.
Structure:
About the role
Job Summary paragraph + maybe motivational paragraph.
Responsibilities
- ...
...
Qualifications
- Required qualifications list
...
Preferred Qualifications
...
Skills
Core capabilities list
How Success Will Be Measured
...
Pay
The starting pay rate/range at time of hire for this position in New York is $102,816 - $168,912 / year. For other locations, please inquire with your recruiter.
We might also include Guiding Principles as part of About the role or separate section maybe "Culture". But not required.
We need to ensure we don't include filler like "commensurate with experience". Not present.
Let's extract exact text.
Job Summary: "The Instructional Design Manager leads the design, development, implementation, and continuous improvement of learning solutions that strengthen employee performance and customer outcomes across Customer Care and Customer Retention operations. This role owns curriculum strategy for new-hire onboarding, upskilling, reskilling, leadership development, and continuous learning. The manager applies advanced adult learning principles to create practical, culturally relevant, and measurable experiences for geographically dispersed and international audiences. Because our operating model is heavily supported by external vendors, the successful candidate will bring experience leading vendor-based instructional design teams and creating learning solutions for vendor frontline employees and leaders. The role partners closely with operations, readiness, subject matter experts, facilitators, and senior stakeholders to translate complex business needs into clear, engaging, and scalable learning."
We'll put that in .
Motivational paragraph after job summary: "Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!" This is before Job Summary. Could include as part of About the role.
We'll combine.
Responsibilities list: need to copy each bullet exactly.
Responsibilities bullets:
- Lead end-to-end curriculum strategy, including performance and needs analysis, learning architecture, design, development, implementation, evaluation, and continuous improvement.
- Apply adult learning theory, instructional systems design, and performance-based learning practices to create experiences that are relevant, accessible, engaging, and immediately applicable on the job.
- Design for international Customer Care and Customer Retention audiences, accounting for cultural context, language and localization needs, varying levels of experience, technology access, and regional operating differences.
- Lead, coach, and quality-manage internal and vendor instructional designers, developers, and learning specialists; establish clear standards, governance, review cycles, and accountability for deliverables.
- Partner with vendor operations and learning leaders to design role-specific programs for frontline employees, supervisors, managers, and site leadership.
- Create blended learning solutions across instructor-led training, virtual instructor-led training, eLearning, simulations, scenario-based practice, social learning, mobile learning, and performance support.
- Translate complex products, services, systems, policies, and operational processes into learner-friendly content tied to observable behaviors and business outcomes.
- Partner with subject matter experts, readiness leaders, operations teams, and other stakeholders to identify performance gaps, define measurable learning objectives, and prioritize learning investments.
- Use learner data, quality results, operational KPIs, stakeholder feedback, and evaluation findings to measure effectiveness and improve learning solutions.
- Ensure consistency with brand, voice, accessibility, content quality, and learner experience standards across internal and vendor-delivered programs.
- Manage multiple concurrent projects, dependencies, risks, timelines, and stakeholder expectations in a fast-paced environment.
- Evaluate emerging learning technologies and methods, recommending solutions that improve speed, scalability, learner engagement, knowledge retention, and performance.
Qualifications (required):
- Bachelor's degree in Instructional Design, Adult Learning, Education, Organizational Development, Communications, or a related field, or equivalent relevant experience.
- Progressive experience in instructional design, curriculum development, or learning experience design, including experience leading people, projects, or design teams.
- Demonstrated mastery of adult learning principles and their application to performance-focused learning for diverse adult audiences.
- Experience designing learning for international or geographically distributed Customer Care, Customer Retention, contact center, sales, or service teams.
- Experience managing vendor-supported instructional design teams and creating learning for vendor frontline employees and leadership audiences.
- Proficiency with instructional design approaches such as ADDIE, SAM, rapid prototyping, performance consulting, and evaluation methods.
- Experience designing blended learning programs, including eLearning, ILT, VILT, simulations, scenario-based practice, and performance support.
- Strong writing, editing, presentation, project management, and stakeholder management skills, with the ability to simplify complex information.
- Ability to influence across organizational boundaries, lead through change, synthesize feedback, and maintain quality under competing deadlines.
Preferred Qualifications:
- Experience in a large, vendor-supported contact center or business process outsourcing environment.
- Experience with localization, translation workflows, cross-cultural learning design, accessibility, and inclusive design practices.
- Advanced proficiency with authoring and multimedia tools such as Articulate 360, Adobe Creative Cloud, Camtasia, or comparable platforms.
- Experience with learning management systems, learning experience platforms, virtual facilitation tools, and Microsoft 365.
- Experience developing frontline leadership, coaching, quality, retention, or consultative customer engagement programs.
- Portfolio demonstrating measurable, scalable learning solutions for complex operational environments.
Core Capabilities (Skills):
- Adult Learning Expertise: Applies adult learning science to practical, behavior-based experiences.
- Global & Inclusive Design: Designs for cultural, language, accessibility, and regional differences.
- Vendor Leadership: Sets standards and drives quality across external design and delivery partners.
- Business & Performance Acumen: Connects learning outcomes to customer experience and operational performance.
- People & Project Leadership: Builds capability, manages priorities, and delivers through others.
- Data-Driven Improvement: Uses evidence and feedback to strengthen impact and scalability.
How Success Will Be Measured:
- Learning solutions are delivered on time, meet quality standards, and scale effectively across internal and vendor operations.
- Learners and leaders demonstrate improved readiness, confidence, knowledge application, and on-the-job performance.
- Learning programs contribute to improved customer experience, retention, quality, productivity, and other defined business outcomes.
- Internal and vendor design teams consistently apply established standards, governance, and continuous improvement practices.
- Stakeholders view the learning function as a trusted, consultative partner that responds effectively to changing business needs.
Guiding Principles paragraph: "At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that
for section headings (e.g. ...)" meaning those are examples, not exclusive. But to be safe, we can include sections for: About the role, Responsibilities, Qualifications, Skills (maybe core capabilities), Pay. Benefits and Schedule not present, so omit.
We need to include Pay: they gave salary range. So include Pay section.
We need to include Benefits? Not present, so omit.
Schedule? Not present.
We need to preserve all substantive info: job summary paragraph, responsibilities list (many items), qualifications (required), preferred qualifications, core capabilities, how success measured, guiding principles (maybe part of About the role? Could be separate but we can include as part of About the role). Also note about pay.
We must remove boilerplate: EEO, legal, fraud FAQ, visa sponsorship, etc. Also remove "All job descriptions and required skills..." etc. Also remove "We appreciate your interest..." etc. Also remove "Please note that at this time, we do not provide visa sponsorship..." etc. Also remove "Applicants must be authorized to work..." etc. Also remove "The Company collects personal information..." etc. Also remove "If you have the drive to succeed..." maybe keep as part of About the role? It's motivational but could be considered boilerplate? It's part of posting but not essential? Might be considered fluff but still substantive? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. That motivational paragraph is substantive? It's more fluff but still part of posting. Might keep as part of About the role.
We need to format lists with - . For responsibilities, each bullet starts with a verb. We'll put each as
- . For qualifications, we have list of items (Bachelor's degree..., Progressive experience..., Demonstrated mastery..., Experience designing..., Experience managing..., Proficiency..., Experience designing..., Strong writing..., Ability to influence...). We'll list each as
- . Preferred qualifications also list.
Core capabilities list: each bullet with bold label? We'll keep as list items.
How success measured: list of bullet points.
Guiding principles: list of three principles with explanation; could be paragraph.
Pay: paragraph with salary range.
We must not repeat job title as heading. No Job ID.
We'll output HTML fragment.
Let's craft.
Structure:
About the role
Job Summary paragraph + maybe motivational paragraph.
Responsibilities
- ...
...
Qualifications
- Required qualifications list
...
Preferred Qualifications
...
Skills
Core capabilities list
How Success Will Be Measured
...
Pay
The starting pay rate/range at time of hire for this position in New York is $102,816 - $168,912 / year. For other locations, please inquire with your recruiter.
We might also include Guiding Principles as part of About the role or separate section maybe "Culture". But not required.
We need to ensure we don't include filler like "commensurate with experience". Not present.
Let's extract exact text.
Job Summary: "The Instructional Design Manager leads the design, development, implementation, and continuous improvement of learning solutions that strengthen employee performance and customer outcomes across Customer Care and Customer Retention operations. This role owns curriculum strategy for new-hire onboarding, upskilling, reskilling, leadership development, and continuous learning. The manager applies advanced adult learning principles to create practical, culturally relevant, and measurable experiences for geographically dispersed and international audiences. Because our operating model is heavily supported by external vendors, the successful candidate will bring experience leading vendor-based instructional design teams and creating learning solutions for vendor frontline employees and leaders. The role partners closely with operations, readiness, subject matter experts, facilitators, and senior stakeholders to translate complex business needs into clear, engaging, and scalable learning."
We'll put that in .
Motivational paragraph after job summary: "Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!" This is before Job Summary. Could include as part of About the role.
We'll combine.
Responsibilities list: need to copy each bullet exactly.
Responsibilities bullets:
- Lead end-to-end curriculum strategy, including performance and needs analysis, learning architecture, design, development, implementation, evaluation, and continuous improvement.
- Apply adult learning theory, instructional systems design, and performance-based learning practices to create experiences that are relevant, accessible, engaging, and immediately applicable on the job.
- Design for international Customer Care and Customer Retention audiences, accounting for cultural context, language and localization needs, varying levels of experience, technology access, and regional operating differences.
- Lead, coach, and quality-manage internal and vendor instructional designers, developers, and learning specialists; establish clear standards, governance, review cycles, and accountability for deliverables.
- Partner with vendor operations and learning leaders to design role-specific programs for frontline employees, supervisors, managers, and site leadership.
- Create blended learning solutions across instructor-led training, virtual instructor-led training, eLearning, simulations, scenario-based practice, social learning, mobile learning, and performance support.
- Translate complex products, services, systems, policies, and operational processes into learner-friendly content tied to observable behaviors and business outcomes.
- Partner with subject matter experts, readiness leaders, operations teams, and other stakeholders to identify performance gaps, define measurable learning objectives, and prioritize learning investments.
- Use learner data, quality results, operational KPIs, stakeholder feedback, and evaluation findings to measure effectiveness and improve learning solutions.
- Ensure consistency with brand, voice, accessibility, content quality, and learner experience standards across internal and vendor-delivered programs.
- Manage multiple concurrent projects, dependencies, risks, timelines, and stakeholder expectations in a fast-paced environment.
- Evaluate emerging learning technologies and methods, recommending solutions that improve speed, scalability, learner engagement, knowledge retention, and performance.
Qualifications (required):
- Bachelor's degree in Instructional Design, Adult Learning, Education, Organizational Development, Communications, or a related field, or equivalent relevant experience.
- Progressive experience in instructional design, curriculum development, or learning experience design, including experience leading people, projects, or design teams.
- Demonstrated mastery of adult learning principles and their application to performance-focused learning for diverse adult audiences.
- Experience designing learning for international or geographically distributed Customer Care, Customer Retention, contact center, sales, or service teams.
- Experience managing vendor-supported instructional design teams and creating learning for vendor frontline employees and leadership audiences.
- Proficiency with instructional design approaches such as ADDIE, SAM, rapid prototyping, performance consulting, and evaluation methods.
- Experience designing blended learning programs, including eLearning, ILT, VILT, simulations, scenario-based practice, and performance support.
- Strong writing, editing, presentation, project management, and stakeholder management skills, with the ability to simplify complex information.
- Ability to influence across organizational boundaries, lead through change, synthesize feedback, and maintain quality under competing deadlines.
Preferred Qualifications:
- Experience in a large, vendor-supported contact center or business process outsourcing environment.
- Experience with localization, translation workflows, cross-cultural learning design, accessibility, and inclusive design practices.
- Advanced proficiency with authoring and multimedia tools such as Articulate 360, Adobe Creative Cloud, Camtasia, or comparable platforms.
- Experience with learning management systems, learning experience platforms, virtual facilitation tools, and Microsoft 365.
- Experience developing frontline leadership, coaching, quality, retention, or consultative customer engagement programs.
- Portfolio demonstrating measurable, scalable learning solutions for complex operational environments.
Core Capabilities (Skills):
- Adult Learning Expertise: Applies adult learning science to practical, behavior-based experiences.
- Global & Inclusive Design: Designs for cultural, language, accessibility, and regional differences.
- Vendor Leadership: Sets standards and drives quality across external design and delivery partners.
- Business & Performance Acumen: Connects learning outcomes to customer experience and operational performance.
- People & Project Leadership: Builds capability, manages priorities, and delivers through others.
- Data-Driven Improvement: Uses evidence and feedback to strengthen impact and scalability.
How Success Will Be Measured:
- Learning solutions are delivered on time, meet quality standards, and scale effectively across internal and vendor operations.
- Learners and leaders demonstrate improved readiness, confidence, knowledge application, and on-the-job performance.
- Learning programs contribute to improved customer experience, retention, quality, productivity, and other defined business outcomes.
- Internal and vendor design teams consistently apply established standards, governance, and continuous improvement practices.
- Stakeholders view the learning function as a trusted, consultative partner that responds effectively to changing business needs.
Guiding Principles paragraph: "At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that
About the role
Job Summary paragraph + maybe motivational paragraph.
Responsibilities
- ... ...
Qualifications
- Required qualifications list ...
Preferred Qualifications
-
...
Skills
-
Core capabilities list
How Success Will Be Measured
-
...
Pay
The starting pay rate/range at time of hire for this position in New York is $102,816 - $168,912 / year. For other locations, please inquire with your recruiter.
We might also include Guiding Principles as part of About the role or separate section maybe "Culture". But not required. We need to ensure we don't include filler like "commensurate with experience". Not present. Let's extract exact text. Job Summary: "The Instructional Design Manager leads the design, development, implementation, and continuous improvement of learning solutions that strengthen employee performance and customer outcomes across Customer Care and Customer Retention operations. This role owns curriculum strategy for new-hire onboarding, upskilling, reskilling, leadership development, and continuous learning. The manager applies advanced adult learning principles to create practical, culturally relevant, and measurable experiences for geographically dispersed and international audiences. Because our operating model is heavily supported by external vendors, the successful candidate will bring experience leading vendor-based instructional design teams and creating learning solutions for vendor frontline employees and leaders. The role partners closely with operations, readiness, subject matter experts, facilitators, and senior stakeholders to translate complex business needs into clear, engaging, and scalable learning." We'll put that in. Motivational paragraph after job summary: "Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!" This is before Job Summary. Could include as part of About the role. We'll combine. Responsibilities list: need to copy each bullet exactly. Responsibilities bullets: - Lead end-to-end curriculum strategy, including performance and needs analysis, learning architecture, design, development, implementation, evaluation, and continuous improvement. - Apply adult learning theory, instructional systems design, and performance-based learning practices to create experiences that are relevant, accessible, engaging, and immediately applicable on the job. - Design for international Customer Care and Customer Retention audiences, accounting for cultural context, language and localization needs, varying levels of experience, technology access, and regional operating differences. - Lead, coach, and quality-manage internal and vendor instructional designers, developers, and learning specialists; establish clear standards, governance, review cycles, and accountability for deliverables. - Partner with vendor operations and learning leaders to design role-specific programs for frontline employees, supervisors, managers, and site leadership. - Create blended learning solutions across instructor-led training, virtual instructor-led training, eLearning, simulations, scenario-based practice, social learning, mobile learning, and performance support. - Translate complex products, services, systems, policies, and operational processes into learner-friendly content tied to observable behaviors and business outcomes. - Partner with subject matter experts, readiness leaders, operations teams, and other stakeholders to identify performance gaps, define measurable learning objectives, and prioritize learning investments. - Use learner data, quality results, operational KPIs, stakeholder feedback, and evaluation findings to measure effectiveness and improve learning solutions. - Ensure consistency with brand, voice, accessibility, content quality, and learner experience standards across internal and vendor-delivered programs. - Manage multiple concurrent projects, dependencies, risks, timelines, and stakeholder expectations in a fast-paced environment. - Evaluate emerging learning technologies and methods, recommending solutions that improve speed, scalability, learner engagement, knowledge retention, and performance. Qualifications (required): - Bachelor's degree in Instructional Design, Adult Learning, Education, Organizational Development, Communications, or a related field, or equivalent relevant experience. - Progressive experience in instructional design, curriculum development, or learning experience design, including experience leading people, projects, or design teams. - Demonstrated mastery of adult learning principles and their application to performance-focused learning for diverse adult audiences. - Experience designing learning for international or geographically distributed Customer Care, Customer Retention, contact center, sales, or service teams. - Experience managing vendor-supported instructional design teams and creating learning for vendor frontline employees and leadership audiences. - Proficiency with instructional design approaches such as ADDIE, SAM, rapid prototyping, performance consulting, and evaluation methods. - Experience designing blended learning programs, including eLearning, ILT, VILT, simulations, scenario-based practice, and performance support. - Strong writing, editing, presentation, project management, and stakeholder management skills, with the ability to simplify complex information. - Ability to influence across organizational boundaries, lead through change, synthesize feedback, and maintain quality under competing deadlines. Preferred Qualifications: - Experience in a large, vendor-supported contact center or business process outsourcing environment. - Experience with localization, translation workflows, cross-cultural learning design, accessibility, and inclusive design practices. - Advanced proficiency with authoring and multimedia tools such as Articulate 360, Adobe Creative Cloud, Camtasia, or comparable platforms. - Experience with learning management systems, learning experience platforms, virtual facilitation tools, and Microsoft 365. - Experience developing frontline leadership, coaching, quality, retention, or consultative customer engagement programs. - Portfolio demonstrating measurable, scalable learning solutions for complex operational environments. Core Capabilities (Skills): - Adult Learning Expertise: Applies adult learning science to practical, behavior-based experiences. - Global & Inclusive Design: Designs for cultural, language, accessibility, and regional differences. - Vendor Leadership: Sets standards and drives quality across external design and delivery partners. - Business & Performance Acumen: Connects learning outcomes to customer experience and operational performance. - People & Project Leadership: Builds capability, manages priorities, and delivers through others. - Data-Driven Improvement: Uses evidence and feedback to strengthen impact and scalability. How Success Will Be Measured: - Learning solutions are delivered on time, meet quality standards, and scale effectively across internal and vendor operations. - Learners and leaders demonstrate improved readiness, confidence, knowledge application, and on-the-job performance. - Learning programs contribute to improved customer experience, retention, quality, productivity, and other defined business outcomes. - Internal and vendor design teams consistently apply established standards, governance, and continuous improvement practices. - Stakeholders view the learning function as a trusted, consultative partner that responds effectively to changing business needs. Guiding Principles paragraph: "At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that