Instructional Design Manager

Joining The American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good,you'llhave mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing missionthat'sbigger than all of us. As you care for others,you'recared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Where Your Career is a Force for Good!

WHAT YOU NEED TO KNOW: Reporting to the Manager, Training Content/Delivery & QA, the Instructional Design Manager is responsible for designing customer-service-related training content and curriculum used in new hire training, refresher training, new product offerings and new business processes for Servicing Agents who handle Red Cross Training Services' customer inquiries (voice, email, chat and text) related to: account maintenance, aquatics, class registrations, class logistics, billing, training certifications, course record entry, instructor bridging and Red Cross Learning Center troubleshooting support. This position will also develop sales-related training content and curriculum used in new hire training, refresher training, new product, business processes promotional training for TeleSales Specialists who sell Red Cross training classes and retail products to consumers and small business customers.

WHERE YOUR CAREER IS A FORCE FOR GOOD:

• Design new hire training and refresher training content and curriculum forServicing AgentsandTeleSalesSpecialists.Designand developnew trainingcontent and curriculum for Servicing Agents andTeleSalesSpecialists(e.g. new products,promotions,soft skills, selling skills, etc.)

• Write effective learning objectives and apply recognized instructional design methodologies for adult learning and knowledge transfer.

• Createinteractive, engaging,effectivetraining,utilizing the mostcurrent approaches and tools for virtual learning, including Articulate and AI(e.g., AI voiceover, simulations, gaming).

• Evaluatetrainingeffectivenessand utilize feedback to improve training.Conduct needs assessments. Track training completion in Edge.

• Digitizeand maintain all training content andinstructionalmaterials on platform(s) thatCustomer Service/TeleSalesTrainer and QA Manager and learners will be able to access for training delivery.

• Build a deep understanding of allnew andexistingcustomer service andsalesbusinessprocessesand product offerings.

• Track allcustomer serviceand/orsalesprocess changes and ensure all changes have been incorporated in training curricula.

• When needed, train Supervisorsin new and revised products and businesses processso that they can effectively coach agents.

PAYINFORMATION:

The salary range for this position is $64,800 -$86,400

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

Notethat AmericanRed Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used todetermineyour actual salary may include your specific skills, how many years of experience youhaveand comparison to other employees already in this role.

This role is not eligible for relocationassistance

WHAT YOU NEED TO SUCCEED:

• Education: Bachelor's degree required.

• Experience:Minimum5years'related experience required.

• Experiencedesigning, tracking and evaluatingcustomer training curricula for a remote workforce.

• Experiencedesigning, trackingand evaluatingsales training content for training curriculum.

• Experiencetranslatingprocess and system documentationinto training.

WHAT WILL GIVE YOU THE COMPETITIVE EDGE :

• Knowledge of adult learning and instructional design principles.

• Experience updating Salesforce.com Knowledge documents.

• Knowledgeofcall-center operations and training a plus.

• Experience creating online learning.

• Proficiency inArticulaterequired.

• Proficient with Microsoft Office Suite or related software

• Ability to problem solve and work in fast-paced environment

• Attention to detail

• Demonstrate strong communication skills, both verbal and written.

• Driven project management and organizational skills

BENEFITS FOR YOU:

As a mission-based organization, we believe our team needs great support to dogreat work. Our comprehensive package includes:

• Medical, Dental Vision plans

• Health Spending Accounts & Flexible Spending Accounts

• PTO: Starting at 15 days a year; based ontype of joband tenure

• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays

• 401K withup to6% match

• Paid Family Leave

• Employee Assistance

• Disability and Insurance: Short + Long Term

• Service Awards and recognition