Director, Instructional Design

PatientNow

35d

About The Position

As the Director of Instructional Design, you’ll lead the creative and operational heartbeat of the Company Knowledgebase. You’ll manage a team of instructional designers, content creators, and facilitators to deliver engaging, measurable learning programs that drive performance across our internal, client, and provider audiences. You will be part project manager, part learning strategist, and part coach — ensuring that every learning initiative you lead is data-informed, aligned with product and business goals, and built for scale.

Requirements

5+ years in Learning & Development, with at least 2 years managing or mentoring a learning team.
Strong instructional design and learning technology expertise (e.g., Adobe Captivate, Camtasia, LMS administration).
Exceptional collaboration skills with cross-functional teams in Product, CS, and Operations.
Ability to balance strategic priorities with tactical execution.
Data fluency — using learning analytics to inform decisions and measure success.

Nice To Haves

Experience with SaaS training environments or customer education programs a plus.

Responsibilities

Collaborate with Product Managers to develop learning solutions for new feature releases in an agile environment.
Design and produce content for quarterly releases and off-cycle updates, balancing speed, scalability, and quality.
Apply adult learning theory and instructional design models (ADDIE, 5 Moments of Need) to create effective learning deliverables, including: Knowledge base articles for new and existing products. eLearning modules, microlearning videos, instructor-led training materials, manuals, and quick reference guides.
Become a subject matter expert (SME) by maintaining deep knowledge of the Company’s platform.
Continuously innovate with new learning technologies, gamification methods, and AI-powered design tools to enhance learner engagement.
Collaborate cross-functionally with the L&D team, Product, Marketing, and Customer Ops & Success to ensure consistent messaging and visual branding across all learning channels.
Manage the design, development, and delivery of client training programs across global audiences.
Collaborate with Customer Success, Marketing, and Product to create content that supports onboarding, adoption, and continuous education.
Ensure all customer-facing training aligns with the Company branding and product standards.
Support the execution of multilingual and localized learning experiences to serve global learners.
Maintain and update the learning management system, ensuring courses are current, accessible, and tracked through analytics dashboards.
Manage internal onboarding and product training programs that strengthen platform fluency across departments.
Partner with HR and team leads to identify learning gaps and deliver tailored programs that address real business needs.
Implement the Product Knowledge Proficiency Model by coordinating assessments, tracking progress, and sharing insights with leaders.
Collect and analyze learner feedback to iterate and improve learning content.
Manage a team of designers and facilitators, providing coaching, feedback, and career development support.
Oversee project timelines, budgets, and resource allocation to meet business goals efficiently.
Track learning engagement, adoption, and satisfaction metrics — and turn data into actionable improvements.