Instructional Designer & Facilitator, Marketing Enablement

Brightspeed•Charlotte, NC

4h•Hybrid

About The Position

The Instructional Designer/Facilitator for Marketing Enablement is a highly skilled learning and enablement professional responsible for the end-to-end design, development, and delivery of learning solutions that support complex, marketing-driven go-to-market initiatives in a telecommunications environment. This role serves as a key partner and subject matter expert to Marketing, Product, and Operations leadership, translating product, pricing, promotion, and related systems changes into clear, engaging, and performance-focused training and enablement resources. The Instructional Designer/Facilitator will create and facilitate high-impact learning experiences that prepare customer-facing teams across multiple channels to deliver consistent, high-quality customer experience and achieve business targets.

Requirements

Bachelor’s degree in Instructional Design, Marketing, Communications, Education, or a related field, or equivalent experience designing and delivering training in a complex, customer-facing environment
Minimum of 5 years of experience in training and instructional design, learning and development, or a related field, with demonstrated responsibility for designing and delivering learning solutions that support sales, customer care, or other customer-facing environments
Experience in the telecommunications industry, particularly with internet, voice, or related connectivity products and services, or in a similar subscription-based or technology-driven industry with complex product portfolios
Expertise in designing digital learning solutions such as e-learning, microlearning, videos, and blended learning programs using the Articulate 360 suite (Rise, Storyline) as well as Vyond, Camtasia, and Adobe Creative cloud for video and animation creation
Expertise using video production, animation, or multimedia tools to create short form learning content, product explainers, and internal communications that drive awareness, adoption, and behavior change
Expertise facilitating virtual training sessions for diverse audiences, with proven comfort engaging large and small groups, managing time effectively, adapting in the moment, and driving interaction, skills practice, and application
Thorough understanding of adult learning principles and instructional design methodologies (for example, ADDIE, SAM) and the ability to apply them to create clear, engaging, and practical learning experiences for busy learners working in high-volume environments
Experience working with a learning management system (LMS) to publish courses, manage assignments, automate notifications, and generate basic training completion and utilization reports that can be shared with stakeholders
Ability to translate complex technical, product, and systems information into simple, learner-friendly explanations, scenarios, and practice activities that improve on-the-job performance and reduce errors, rework, and customer effort
Strong planning and organizational skills, with the ability to prioritize and manage multiple design and delivery projects, competing deadlines, and interdependencies in a fast-paced, rapidly changing environment
Effective communication and consulting skills with stakeholders at all levels, with the ability to influence without formal authority, build strong working relationships, and incorporate feedback to refine both training content and facilitation approach to support successful go-to-market launches
Strong experience working with data and metrics to evaluate the impact of training (for example, completion, knowledge checks, performance trends), tell a clear story, and recommend actions that strengthen readiness and performance

Nice To Haves

Prior experience supporting marketing, go-to-market, commercial, or sales enablement teams focused on product launches, campaigns, promotions, and portfolio changes across multiple channels (inbound, outbound, digital, door-to-door, and partners)
Familiarity with contact-center operations, including order-entry, billing, CRM, and ticketing systems commonly used in telecom or subscription-based services, and an understanding of how process and system changes impact frontline workflows and customer experience
Professional certifications in instructional design, training, learning and performance, change management, or related fields (for example, ATD, CPTD, CPLP, or similar professional organizations).
Experience participating in or leading cross-functional projects, workstreams, or readiness squads where training is a critical component of launch success

Responsibilities

Design, develop, and update comprehensive training and enablement materials (e-learning, microlearning, playbooks, job aids, videos, quick-reference tools, knowledge checks, and facilitator guides) that support marketing campaigns, product launches, pricing changes, promotional offers, and other high-visibility go-to-market initiatives, ensuring alignment with brand standards, compliance requirements, and customer experience goals
Own the end-to-end instructional design lifecycle for assigned initiatives, from intake and needs analysis through design, development, pilot, launch, and post-launch refinement, while managing scope, risks, and dependencies across multiple stakeholders and workstreams
Facilitate virtual training sessions to introduce new products, pricing, promotional campaigns, and systems changes and to reinforce key behaviors, skills, and performance expectations for diverse audiences across operational channels
Conduct train-the-trainer sessions and provide coaching to leaders, supervisors, and other facilitators to ensure they can confidently deliver marketing and product-related training content, answer questions, and reinforce performance expectations on the floor
Translate marketing strategies, value propositions, and positioning into practical, channel-ready learning experiences that help employees clearly explain products, differentiate services, handle objections, and effectively position offers to drive conversion, take rate, and customer satisfaction.
Develop systems and process training related to order-entry, billing, CRM, and other customer-facing platforms to support accurate quoting, ordering, troubleshooting, and account management activities, including scenario-based practice and simulations for complex workflows
Partner with Marketing peers, Product owners, Operations, Project Managers, Sales Enablement, and other stakeholders to identify learning needs, define and document measurable learning objectives, and align training deliverables to go-to-market plans, timelines, and success metrics (for example, adoption, attach rate, NPS, and handle time)
Apply instructional design best practices, adult learning principles, and established templates and standards to ensure learning solutions are concise, consistent, scalable, and easy to use across multiple channels, audiences, and modalities
Measure learning effectiveness using assessments, surveys, utilization metrics, and operational performance data; synthesize findings into clear insights and recommend or implement improvements to content, facilitation, delivery methods, and reinforcement strategies to continuously optimize readiness and performance
Maintain accurate and current learning assets within the learning management system (LMS) and related repositories, including version control, audience assignment, completion tracking, and retirement of outdated materials, ensuring stakeholders can easily find and deploy the right resources
Document and refine repeatable instructional design, launch, and facilitation processes to support a consistent, scalable approach to go-to-market readiness and marketing training delivery, contributing to playbooks, standards, and best practices for the broader enablement function
Collaborate with peers on the enablement and instructional design team to share best practices, provide and receive feedback, mentor less-experienced team members when appropriate, co-facilitate key events, and contribute to continuous improvement of standards, templates, tools, and ways of working
May perform other duties as assigned
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required