[Hiring] Instructional Designer @The Travel Corporation

Role Description

The Instructional Designer is a 9-month temporary position and will partner with Product, Training, and Operations leadership to design, develop, and deliver high impact Customer Engagement Transformation (CET) training programs for TTC Contact Center agents. This role will build the instructional foundation for a large scale, multi brand transformation and ensure our training content is accurate, engaging, and aligned to business goals.

• Design and develop CET training materials including lesson plans, facilitator guides, learner resources, and digital content
• Create engaging content that supports knowledge retention, hands on practice, and confident application on the phones
• Partner with product owners to gather SME input, validate content accuracy, and ensure training reflects current business processes
• Facilitate live training sessions for agents, both virtual and in person
• Lead train the trainer sessions for the global training teams, ensuring smooth transfer of knowledge and consistent program delivery
• Collaborate with Training Managers to schedule sessions, integrate new modules into new hire training, and support practice activities
• Adjust and refine training based on feedback from trainers, leaders, and agents to ensure ongoing quality and effectiveness
• Partner with Continuous Improvement to capture process updates and incorporate changes into training materials
• Maintain alignment between business operations, product updates, and all CET learning content
• Contribute to a culture of continuous learning and improvement across the Training ecosystem

Qualifications

• Strong background in instructional design, curriculum development, and adult learning theory
• Proven experience facilitating virtual and in person training sessions
• Ability to translate complex product and process information into clear, digestible training materials
• Experience working with SMEs to gather requirements and validate content accuracy
• Ability to manage multiple workstreams, timelines, and stakeholder groups
• Strong communication skills and comfort partnering across teams and time zones
• Experience in contact center environments or similar operational settings is an advantage
• Experience creating customized training for cloud-based contact center platforms (e.g., Genesys CCaaS) is a plus

Requirements

• Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness
• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment

Benefits

• Work Location: Fully remote
• This is a temporary position anticipated to last approximately nine months
• Salary Description: $37.00/hour