Team Lead, Instructional Design

BetMGM • CT

121d • $68,800 - $90,300

About The Position

We are looking for a collaborative and experienced Team Lead, Instructional Design to join our Customer Ops Training Team. In this hybrid role (some visits to New Jersey HQ required), you will lead a small team of Instructional Designers while also contributing directly to the design and development of training content. You’ll play a key role in shaping learning experiences for our Customer Care, Risk, Fraud, and Payments teams, ensuring high-quality, scalable training solutions that support both new hires and tenured employees.

Requirements

• 3+ years of experience in instructional design, with a strong portfolio of learning solutions.
• 2+ years of experience in direct people leadership.
• Experience leading or mentoring other instructional designers or cross-functional project teams.
• Proficiency with Articulate Storyline and Articulate Rise.
• Familiarity with LearnUpon LMS or similar learning management systems (preferred).
• Strong project management, communication, and stakeholder engagement skills.
• Ability to balance leadership responsibilities with hands-on design work.
• High attention to detail and a commitment to quality.
• Previous experience in a contact center or customer operations environment is highly desirable.
• Previous experience working with Global teams and peers is highly desirable.
• Portfolio or work samples demonstrating instructional design and leadership capabilities (required for interview process).
• Ability to gain and maintain a Gaming License through the proper regulatory body.

Responsibilities

• Lead, coach, and develop a team of Instructional Designers, providing guidance on best practices, project prioritization, and content development.
• Collaborate with stakeholders and subject matter experts across Customer Care, Risk, Fraud, and Payments to identify training needs and develop effective learning solutions.
• Work closely with the Sr. Manager of Customer Ops Training and the Manager of Customer Ops Training on overall strategy and execution of organizational priorities.
• Design and develop eLearning modules, job aids, instructor-led training (ILT) materials, and other instructional content using Articulate Storyline, Articulate Rise, and Microsoft Office tools.
• Oversee the implementation and maintenance of training programs within the learning management system.
• Ensure instructional design standards and adult learning principles are consistently applied across all training materials.
• Conduct needs assessments and learning gap analyses to inform content strategy and development.
• Review and provide feedback on team deliverables to ensure quality, consistency, and alignment with learning objectives.
• Work alongside HR Business Partners on best ways to support and mentor team members.
• Monitor and evaluate training effectiveness through assessments, learner feedback, and performance metrics.
• Maintain organized documentation, version control, and project tracking for all training assets.

Benefits

• Medical, Dental, Vision, Life Insurance
• Commuter Benefits
• Paid Time Off
• Holidays
• Employee Resource Groups
• Performance-based bonus plan

What This Job Offers

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