Instructional Designer - Associate Manager

DXC Technology • Tulsa, OK

7d

About The Position

The Instructional Designer plays a critical role in designing, developing, implementing, and continuously improving high-impact learning solutions that support contact center operations, client requirements, and employee performance objectives. The role partners with Operations, Quality Assurance, Workforce Management, Compliance, Subject Matter Experts, and Training Leaders to create engaging learning experiences that improve new-hire readiness, knowledge retention, productivity, customer experience, and business outcomes.

The position applies adult learning principles, instructional design methodologies, performance consulting, and contact center operations knowledge to translate complex business processes, client requirements, compliance standards, and operational procedures into engaging, measurable learning solutions. It builds blended learning across instructor-led, virtual, and digital formats and measures and refines curriculum effectiveness against operational metrics.

Requirements

• Bachelor's degree in Instructional Design, Education, Organizational Development, or a related field.
• 3–5+ years of instructional design experience.
• 2+ years of experience in contact center, customer service, BPO, or operations environments.
• Experience with curriculum design using ADDIE or similar methodologies.
• Strong digital and instructor-led development skills.
• Excellent writing and content development skills, with the ability to manage multiple projects in a fast-paced environment.

Nice To Haves

• Experience in regulated industries such as Financial Services, Insurance, or Healthcare, with FINRA/HIPAA/AML exposure.
• ATD / CPTD / CPTM or other instructional design certification.
• Experience with LMS and authoring platforms.
• Experience with global delivery models, QA, and Workforce Management.
• Experience with authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond, or Copilot Studio.
• Experience with contact center platforms such as Genesys, NICE, Five9, Salesforce, Zendesk, or Avaya.
• Proficiency with productivity tools such as Microsoft 365, SharePoint, Teams, Power BI, and Power Automate.

Responsibilities

• Design end-to-end learning solutions for new-hire training, product launches, refreshers, cross-skilling, compliance, and leadership development.
• Build blended learning solutions, including ILT, VILT, eLearning, microlearning, simulations, scenarios, assessments, and OJT.
• Create facilitator and participant guides, storyboards, job aids, process maps, and interactive modules aligned to brand, quality, and compliance standards.
• Conduct training needs analyses and use performance data to recommend and measure learning interventions.
• Build and maintain content in the LMS using industry-standard authoring tools and AI-enabled learning technology.
• Measure training effectiveness and ROI against operational metrics such as CSAT, QA, AHT, FCR, and time-to-proficiency, and refresh curriculum accordingly.
• Partner with Operations, Quality Assurance, Workforce Management, Compliance, SMEs, and Training Leaders to align learning solutions with business needs.
• Develop measurable learning solutions that translate complex business processes and compliance standards into effective training content.

Benefits

• Health, dental, and vision insurance coverage
• Employee wellness
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off

What This Job Offers

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