Instructional Design Manager

American Red Cross • Statewide, NJ

1d • Remote

About The Position

Joining the American Red Cross means becoming part of the world's largest humanitarian network. This role is responsible for designing customer-service-related training content and curriculum for Servicing Agents and TeleSales Specialists. The training covers new hire, refresher, new product offerings, and new business processes. The position also develops sales-related training content for TeleSales Specialists selling Red Cross training classes and retail products. The American Red Cross offers a purposeful career path with competitive compensation and benefits, fostering a community that respects individuals both professionally and personally.

Requirements

• 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.
• 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

Nice To Haves

• 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.

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager