Instructional Design Team Performance Manager

WTW•Richardson, TX

20d

About The Position

This role provides day-to-day leadership, coaching, performance management, and professional development for a team of Instructional Designers. It involves monitoring project progress, team capacity, and workload distribution to ensure timely delivery of learning solutions. The position also focuses on reviewing learning solutions to ensure quality and alignment with standards, partnering with leadership for prioritization and resource management, and serving as the primary operational leader for the team. Additionally, it requires building strategic partnerships with various stakeholders to align learning initiatives with organizational goals and identifying opportunities for process improvement and operational consistency. The role also involves tracking instructional design metrics to evaluate team effectiveness and ensure high-quality learning solutions.

Requirements

Minimum 3 years of people management experience in instructional design, learning and development, or training operations.
Experience working in a fast-paced environment with competing priorities and cross-functional partnerships.
Demonstrated ability to lead and coach high-performing teams.
Demonstrated experience leading projects, coaching peers, mentoring team members, or serving in a formal or informal leadership role.
Strong project management and prioritization skills.
Proven ability to manage multiple priorities and balance strategic objectives with operational execution.
Experience influencing stakeholders across multiple business functions.
Ability to interpret business needs and translate them into learning solutions.
Excellent communication, coaching, facilitation, and stakeholder management skills.
Strong understanding of instructional design methodologies, adult learning principles, and learning technologies.
Strong analytical skills with experience using performance metrics to drive improvement.
Strong organizational, analytical, and problem-solving abilities.

Nice To Haves

Experience supporting learning initiatives in a service center or contact center environment is preferred but not required.
Previous people leadership, supervisory, or team coaching experience.
Advanced knowledge of instructional design tools—Articulate Storyline, Rise 360, multimedia development, and AI-enabled learning solutions—with the ability to implement and optimize technology for better learning outcomes and efficiency.
Skilled in administering learning platforms like BigTinCan (BTC) to enhance the learner experience and deliver effective learning solutions.
Experience implementing instructional design standards, governance practices, and quality assurance processes.

Responsibilities

Provide day-to-day leadership, coaching, performance management, and professional development for a team of Instructional Designers.
Conduct regular one-on-one meetings, establish performance expectations, provide timely feedback, and foster a culture of accountability, collaboration, and continuous improvement.
Monitor project progress, team capacity, workload distribution, and competing priorities to ensure timely delivery of learning solutions.
Partner with the Instructional Design Manager to balance resources, mitigate risks, and adjust priorities as business needs evolve.
Review learning solutions, provide actionable instructional design feedback, and partner with designers to implement improvements that align with established standards, quality expectations, and best practices.
Partner with the Instructional Design Manager and other department leaders to balance priorities, capacity planning, team utilization and address competing business demands.
Serve as the primary operational leader for the Instructional Design team by resolving execution issues, removing obstacles, supporting decision-making, and escalating risks when appropriate.
Build strong partnerships with Learning & Knowledge leaders, operational stakeholders, project managers, subject matter experts, and business leaders to align learning initiatives with organizational priorities and performance goals.
Identify opportunities to improve team efficiency, standardize processes, enhance collaboration, and strengthen operational consistency.
Track instructional design metrics, quality review outcomes, project progress, learner feedback, and stakeholder satisfaction to evaluate team effectiveness, support performance improvement, and ensure consistent delivery of high-quality learning solutions.

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identity theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid Holidays
Annual Paid Time Off (includes state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.