Team Lead, Instructional Design

About the role

We are looking for a collaborative and experienced Instructional Design Team Lead to join our Customer Ops Training Team. In this hybrid role (some visits to New Jersey HQ required), you will lead a small team of Instructional Designers while also contributing directly to the design and development of training content. You’ll play a key role in shaping learning experiences for our Customer Care, Risk, Fraud, and Payments teams, ensuring high-quality, scalable training solutions that support both new hires and tenured employees.

Responsibilities

• Lead, coach, and develop a team of Instructional Designers, providing guidance on best practices, project prioritization, and content development.
• Collaborate with stakeholders and subject matter experts across Customer Care, Risk, Fraud, and Payments to identify training needs and develop effective learning solutions.
• Work closely with the Sr. Manager of Customer Ops Training and the Manager of Customer Ops Training on overall strategy and execution of organizational priorities.
• Design and develop eLearning modules, job aids, instructor-led training (ILT) materials, and other instructional content using Articulate Storyline, Articulate Rise, and Microsoft Office tools.
• Oversee the implementation and maintenance of training programs within the learning management system.
• Maintain organized documentation, version control, and project tracking for all training assets.

Qualifications

• A minimum of 3+ years of experience in instructional design, with a strong portfolio of learning solutions.
• At least 2 years' experience in direct people management.
• Experience leading or mentoring other instructional designers or cross-functional project teams.
• Proficiency with Articulate Storyline and Articulate Rise.
• Familiarity with LearnUpon LMS or similar learning management systems (preferred).
• Strong project management, communication, and stakeholder engagement skills.
• The ability to balance leadership responsibilities with hands-on design work.
• A high attention to detail and a commitment to quality.
• Previous experience in a contact center or customer operations environment is highly desirable.
• Previous experience working with global teams and peers is highly desirable.
• A portfolio or work samples demonstrating instructional design and leadership capabilities (required for interview process).

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups

Pay

The annual salary range for this position is $68,800.00 - $90,300.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Schedule

This role is a hybrid position, requiring some visits to the New Jersey HQ.

Skills

• Articulate Storyline
• Articulate Rise
• Learning management systems (preferred)

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups