Instructional Design Manager

The American Red Cross is the world's largest humanitarian network, seeking an Instructional Design Manager. This role involves designing training content for customer service and sales teams, focusing on impactful learning solutions to enhance training effectiveness.

Responsibilities:

• Design new hire training and refresher training content and curriculum for Servicing Agents and TeleSales Specialists
• Design and develop new training content and curriculum for Servicing Agents and TeleSales Specialists (e.g. new products, promotions, soft skills, selling skills, etc.)
• Write effective learning objectives and apply recognized instructional design methodologies for adult learning and knowledge transfer
• Create interactive, engaging, effective training, utilizing the most current approaches and tools for virtual learning, including Articulate and AI (e.g., AI voiceover, simulations, gaming)
• Evaluate training effectiveness and utilize feedback to improve training
• Conduct needs assessments
• Track training completion in Edge
• Digitize and maintain all training content and instructional materials on platform(s) that Customer Service/TeleSales Trainer and QA Manager and learners will be able to access for training delivery
• Build a deep understanding of all new and existing customer service and sales business processes and product offerings
• Track all customer service and/or sales process changes and ensure all changes have been incorporated in training curricula
• When needed, train Supervisors in new and revised products and businesses process so that they can effectively coach agents

Requirements:

• Bachelor's degree required
• Minimum 5 years' related experience required
• Experience designing, tracking and evaluating customer training curricula for a remote workforce
• Experience designing, tracking and evaluating sales training content for training curriculum
• Experience translating process and system documentation into training
• Knowledge of adult learning and instructional design principles
• Experience updating Salesforce.com Knowledge documents
• Knowledge of call-center operations and training a plus
• Experience creating online learning
• Proficiency in Articulate required
• Proficient with Microsoft Office Suite or related software
• Ability to problem solve and work in fast-paced environment
• Attention to detail
• Demonstrate strong communication skills, both verbal and written
• Driven project management and organizational skills