Instructional Designer

The Community You Will Join:

You will join the Global Operations Training team. We support frontline teams and prepare them to best serve our customers. We are a global team with expertise in training design, development, delivery, and organizational development.

Our mission is to empower everyone to deliver exemplary service through continuous and impactful learning. We work closely with Delivery and Optimization, Change Management, Service Enablement, Process Improvement, Quality, Analytics, Policy, and many other teams!

The Difference You Will Make:

The Instructional Designer role is integral to the Global Operations Training team, focusing on developing functional & practical training content to support curriculum across Community Support, AirCover, and Trust teams. This will include content in both new hire curriculum and in response to adapting to organizational changes, company-wide release events, and other initiatives. Success in this role will be measured by the efficiency of the design and development process, quality and effectiveness of the learning content created, as well as learner feedback and engagement metrics. Within the first 12 months, this person should efficiently design and implement training content that drives employee performance to meet business outcomes, demonstrating advanced proficiency in essential tools and effective collaboration with subject matter experts.

A Typical Day:

• Design and develop engaging instructional materials using a variety of delivery methods (eLearning, ILT, VILT, microlearning, job aids, etc.) and content authoring tools (Articulate Storyline and Rise 360, Adobe Creative Suite, etc.)
• Conduct needs assessments collaboratively with subject matter experts (SMEs) and learning performance managers to identify performance gaps and learning objectives aligned with target business outcomes
• Apply learning science, cognitive psychology, instructional design models (ADDIE, SAM, Bloom’s, etc.) and accessible design practices (WCAG compliance) to create effective learning solutions for a diverse audience
• Test and troubleshoot content to ensure cross-platform compatibility and SCORM/xAPI/LMS compliance
• Evaluate training effectiveness through assessments, feedback loops with business contacts and learners, and performance metrics
• Continuously improve content design and development processes based on learner feedback, data analysis, and new technologies

Your Expertise:

• 2+ years of experience as an instructional designer or developer in a business context, preferably for customer support audiences
• Exceptional written and oral communication skills with an emphasis on accuracy and ability to adapt to different styles and tones
• Ability to prioritize and manage multiple simultaneous deadlines while consistently delivering high quality results
• Self-motivated with excellent time management skills, a keen attention to detail, and the ability to troubleshoot and discover novel solutions to problems encountered
• Strong collaboration skills as foundation for working effectively with teammates in different time zones and cultures, and considering direct instruction as well as constructive criticism
• Native or advanced fluency in English, additional fluency in Korean, Japanese, or simplified Chinese, is a plus