Instructional Developer
About The Position
The Instructional Developer designs and develops procedural documentation, formal training modules, and customer service alerts, and conducts training and Train-the-Trainer sessions for Customer Services Division team members. The role works closely with managers, supervisors, and Subject Matter Experts to assess needs and performance and to validate and evaluate training materials. It also represents the Department on committees and workgroups and develops, coordinates, and manages training schedules for the Customer Services Division. The position collaborates with the Training Team, Quality, Divisional Leadership, Subject Matter Experts, and corporate departments to analyze performance and new-business issues, develop documentation and training support materials, and implement new products, services, and processes within Customer Service. It develops, monitors, and revises alerts for the online documentation help system, maintains training support systems, and schedules and conducts training sessions and courses. Other duties and special projects may be assigned by leadership.
Requirements
- Bachelor's degree majoring in Education, Instructional Technology, Communications, or a related field.
- Three years of experience designing and developing procedural documentation and instructional materials; work samples are required.
- One year of experience conducting formal training classes and large-group presentations.
- Demonstrated knowledge of instructional design principles, adult learning, and training theory.
- Proven knowledge of designing and developing procedural documentation.
- Demonstrated knowledge of classroom training methods and media.
- Excellent written and verbal communication skills, including the ability to conduct presentations.
- Excellent interpersonal skills and ability to interact with internal and external customers at all organizational levels.
- Complex evaluative, analytical, problem-solving, decision-making, and negotiation skills.
- Ability to work independently on projects and manage multiple priorities and timelines.
- Intermediate knowledge of Microsoft Word, PowerPoint, and Excel.
- Strong customer focus and sense of urgency, with flexibility to respond to changing circumstances and customer needs.
- Excellent organizational and planning skills and ability to handle multiple assignments in a fast-paced environment.
Nice To Haves
- Two years of project or team lead experience.
- Two years of Health Care or Health Insurance experience, preferably in a HMO/Managed Care setting.
- Experience designing and developing interactive learning programs.
Responsibilities
- Analyze performance and new-business issues with the Training Team, Quality, Divisional Leadership, and Subject Matter Experts.
- Develop procedural documentation, formal training modules, customer service alerts, and other training support materials.
- Assess needs and performance and validate and evaluate training materials.
- Represent the Department on committees and workgroups.
- Work with corporate departments to implement new products, services, and processes within Customer Service.
- Develop, monitor, and revise alerts for the online documentation help system.
- Maintain training support systems.
- Develop, coordinate, and manage Customer Services Division training schedules.
- Schedule and conduct Train-the-Trainer sessions and training courses.
- Perform other duties and special projects as assigned by leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
