ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
Must have:
Education: Bachelor's degree required.
Experience: 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.
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 and new business processes for Servicing Agents who handle Red Cross Training Services' customer inquiries (voice, email, chat and text) related to: account maintenance, aquatics, class registrations, class logistics, billing, training certifications, course record entry, instructor bridging and Red Cross Learning Center troubleshooting support. This position will also develop sales-related training content and curriculum used in new hire training, refresher training, new product, business processes promotional training for TeleSales Specialists who sell Red Cross training classes and retail products to consumers and small business customers.
The ideal candidate will have experience with Articulate (preferred) and a passion for creating impactful learning and training solutions. This is a 100% remote position, offering the flexibility to work from anywhere while supporting our humanitarian mission.
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) 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.
PAY INFORMATION:
The salary range for this position is $64,800 -$86,400
#LI-Remote
Additional Qualifications/Responsibilities
WHAT YOU NEED TO SUCCEED:
Education: Bachelor's degree required.
Experience: 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.
WHAT WILL GIVE YOU THE COMPETITIVE EDGE :
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