[Hiring] Instructional Design Manager @American Red Cross

Role Description

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

WHAT YOU NEED TO KNOW:

• Reporting to the Manager, Training Content/Delivery & QA, the Instructional Design Manager is responsible for designing customer-service-related training content and curriculum used in:
• New hire training
• Refresher training
• New product offerings
• New business processes for Servicing Agents
• This position will also develop sales-related training content and curriculum for TeleSales Specialists.

WHERE YOUR CAREER IS A FORCE FOR GOOD:

• 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) accessible 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 incorporation in training curricula.
• Train Supervisors in new and revised products and business processes as needed.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition