Instructional Design Manager

athenahealth • Belfast, ME

2d • $86,000 - $146,000

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Job Title: Training Manager (ICM), Customer Care Position Summary: As an Individually Contributing Training Manager for Customer Care, you will work both independently and collaboratively across multiple cohorts, geographies, and departments to shape engaging education for the organization’s employee base that enhances retention and knowledge transfer. Specifically, the primary responsibilities of this position include designing and overseeing the creation of L2/ L3 Customer Care training materials, communicating with SME business operations partners, contributing to our department goals, and leveraging all tools and resources to meet a variety of learning styles and stakeholders.

Requirements

• 4+ years managing cross-functional projects in dynamic work environment
• Demonstrated ability to effectively collaborate with a variety of cohorts, backgrounds, and styles
• Demonstrated flexibility and ability to create intellectual capital
• BA or MA in instructional design, educational technology, field or 4+ years of teaching/coaching/training experience
• Maniacal attention to detail; ability to design instructional course materials with big picture and flow for adult learners and various styles in mind
• Strong computer, analytical, and research skills (Proficient in all Microsoft Office programs, Articulate, Cornerstone or other LMS, SharePoint, KCS, etc.)
• Excellent verbal and written communication skills
• Ability to multi-task in a demanding, fast-paced environment
• Strong relationship development and managerial skills

Responsibilities

• Create course content and reference materials for L2/L3 Customer Care to ensure a knowledge workforce
• Work-cross functionally with business leads to develop/refine internal process documentation, track trends, and determine actionable next steps to better the customer experiences
• Contribute to the achievement of learning partner performance by using data to tell a story and adjusting the program to better serve their goals
• Act as an interpreter cross-departmentally, establishing nimble and adaptable programs that can withstand frequent changes and easily grow with the initiatives of the broader organization
• Facilitate Department Level Trainings and Support SME delivery for more nuanced course design
• Up to 15% Travel, with occasional overseas opportunities may be required
• Design and revamp both new and established learning curriculums
• Create and manage engaging learning activities and compelling course content in partnership with SME’s (instructor led, eLearning, blending learning theory and ad-hoc) by leveraging adult learning theories
• Understand department needs and ensure programs fit their business requirements
• Analyze and apply trends and best practices in learning technologies and instructional design
• Build stakeholder relationships with teams external to L2/L3 to ensure we can anticipate upcoming needs
• Maintain project plans, course documentation (agenda and materials), and training schedules to maximize training delivery and business outcomes.
• Devise modes of assessment, such as test, quizzes, or practical application, to measure the effectiveness of the course
• Collaborate with subject matter expertise and business owners to address trends and make updates to timelines, content and/or course flow to increase agent efficiencies while decreasing time-to-contribution
• Facilitate department level trainings across L2 & L3 organization in partnership with business SME’s to improve organizational readiness
• Work closely with the L1 Training teams and SME’s to define hand off points between course material based upon level and on the job training
• Find ways to address gaps in employee learning and design feedback processes to ensure success and accountability of any changes and adjustments put in place to resolve the issue
• Use available solutions (Articulate, Cornerstone, etc.) to model execution of gap-fill projects creatively to the rest of the team
• Create supporting materials/media (audio, video, simulations, role plays, games etc)

Benefits

• Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces
• We also encourage a better work-life balance for athenistas with our flexibility.
• We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees