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Customer Job

Instructional Designer

Job ID: 24-05850
Pay rate range - $38/hr. to $40/hr. on w2
Fully onsite

Job Description:

Top skills: Instructional Design, Curriculum Development, Multimedia

KEY RESPONSIBILITIES/REQUIREMENTS:

Responsibilities:
• Develop and update training procedures, manuals, guides, and course materials, such as handouts and visual materials.
• Monitor, evaluate, and record training activities and program effectiveness
• Assess training needs through surveys, round tables with new hires and veteran associates, and consultations with managers.
• Meet with department leads, product managers, program managers, category managers, and other stakeholders to determine training needs and develop solutions.
• Create training using various instructional techniques and formats, such as self-directed or instructor-led lead training, role-plays, simulations, team exercises, group discussions, videos, gamification, and interactive lectures.
• Facilitate training with training managers (train the trainer (TTT), internal and external teams.
• Partner with Content Manager to update the internal knowledge base (KB) based on new products and services.
• Manage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions in the training portal, etc.).
• Track training requests from stakeholders.
• Maintain a training calendar with training specifics.
• Using data analytics (Tableau, Zendesk Contacts, Customer Satisfaction), identify low-performing customer service areas and develop instructional materials and remediation plans.

Skills and Experience:
• Minimum of 2 - 4 years of Instructional Design and Training experience supporting Customer Service or Sales.
• BA degree in Journalism, English, Marketing, Education, or other relevant field.
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Meticulous grammar and an eye for catching – and fixing – mistakes
• The ability to simplify complex concepts into easy-to-read, concise content
• A unique skill or passion that you can bring to the team (e.g., videography, graphic design, gamification etc.).
• Eagerness to learn and ability to shift priorities at a moment’s notice.
• Ability to work independently and manage vendor-training groups to deploy training effectively.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques.
• Knowledge of media production, communication, and dissemination techniques and methods. Experience with video creation tools, such as Camtasia or Premiere Pro, is a plus.
• Intermediate proficiency with Microsoft Office products, including Excel, Word, Outlook, PowerPoint, and Adobe products such as InDesign and Illustrator.
• Understand models of design (ADDIE, SAM), virtual facilitation tools (WebEx), content management systems, and learning management systems.
• Experience with e-Learning authoring tools such as Adobe Captivate or iSpring.
• Knowledge of Learning Management Systems and emerging learning technology. Experience with Absorb LMS is a plus.
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