Manager, CARE Instructional Design

Department:

Capability Development - Content Management

Location:

Global

Job Purpose

The Manager, CARE Instructional Design is responsible for developing and implementing high-impact learning solutions that enable Customer Service Professionals across the globe to deliver exceptional customer value. This role requires expertise in instructional design, adult learning theories, and educational technologies to create engaging, blended learning experiences tailored to CARE team development needs.

Organizational Chart

Meet the Expert

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Job Description

Roles and Responsibilities

Lead the strategic design of instructional programs to align with global CARE product and program strategies.
Utilize adult learning theory, instructional design principles, and innovative learning technologies to develop tailored training solutions.
Design, develop, and implement various learning materials, including multimedia, eLearning, simulations, toolkits, job aids, and assessments.
Collaborate with SMEs, project managers, and stakeholders to assess learning needs, define learning objectives, and develop curricula.
Continuously update and refine existing learning content to ensure alignment with evolving business needs and training modalities.
Apply best practices in instructional design to reduce cognitive load and maximize learner engagement and retention.
Develop and analyze learning assessments and performance metrics to evaluate the effectiveness of training programs.

Tasks and activities

Create innovative and engaging learning experiences that enhance CARE team expertise.
Develop content in various formats, including digital learning modules, videos, and simulations.
Ensure content is optimized for multiple platforms and adaptable for remote learning environments.
Update existing learning materials to reflect changes in business processes or technology.
Partner with subject matter experts (SMEs) and project managers to identify training needs.
Conduct comprehensive needs analyses to define learning objectives and competencies.
Align learning activities with business goals and desired behavioral outcomes.
Design performance metrics to assess training effectiveness and business impact.
Continuously iterate on learning content based on analytics and feedback.
Provide reports on learning program effectiveness to key stakeholders.
Utilize cutting-edge authoring software (Articulate Storyline, Adobe Creative Cloud, etc.) to develop high-quality training materials.
Explore emerging technologies such as AI and VR for potential integration into training programs.
Optimize content for different learning environments, including virtual and in-person training.
Oversee end-to-end learning program strategy, execution, and evaluation.
Communicate training outcomes and recommendations to leadership and stakeholders.
Foster collaboration between L&D teams and other business functions to enhance training efficiency.

Preferred Skills and Qualifications

Mandatory:

5+ years of relevant experience in instructional design or a similar role, preferably in an international organization.
Academic degree in Adult Education, Educational Technology, Instructional Design, or a related field.
Strong knowledge of instructional design methodologies (ADDIE, SAM, etc.).
Experience designing learning paths, assessments, and competency-based training.
Expertise in using eLearning and multimedia development tools (Articulate Storyline, Adobe Creative Suite, video editing, animation, etc.).
Ability to manage multiple projects and meet deadlines in a fast-paced environment.
Strong written and verbal communication skills, with attention to detail.

Essential:

Experience with AI, VR, or other emerging learning technologies is strongly preferred.
Demonstrated ability to analyze learning data and measure training impact.
Ability to adapt to changing priorities and work effectively in remote-first environments.
Excellent interpersonal skills and ability to collaborate with diverse stakeholders.
Strong creative thinking and problem-solving skills.

Preferred skills and competencies:

Experience with instructional design in a customer service or contact center environment.
Knowledge of adult learning theories and their application in digital learning environments.
Experience managing large-scale learning initiatives across global teams.
Strong project management skills with the ability to drive initiatives from concept to completion.