Principal Responsibilities:
- Develop scalable role‑play scenarios and integrate them into training curricula, ensuring time efficiency and alignment with other learning materials
- Develop written and verbal learner evaluations to measure and reinforce knowledge retention
- Ideate, design, and create interactive learning experiences to enhance associate training across instructor‑led, virtual, and eLearning platforms
- Transfer instructional design skills and knowledge through structured enablement and knowledge‑sharing sessions, as required to meet business needs.
- Explore, pilot and prove, and apply emerging learning technologies using enterprise AI‑enabled tools to innovate instructional design approaches and improve efficiency, learner engagement, and training impact.
Project/Relationship Management:
- Partner with global Operations, Training, Quality, and Enablement teams to establish closed‑loop feedback mechanisms, maintain regular needs‑assessment cadence, and design time‑efficient learning solutions that maximize impact within limited training durations.
- Develop strong relationships with our business partners to implement and assist in curriculum development for Service Operations.
- Using Agile methodologies, identify changes in products, systems and processes that impact training and update the curriculum as needed with these changes.
REQUIREMENTS:
- 5+ years of experience developing training curriculum or knowledge content for a service center environment.
- High School Diploma, bachelor's degree preferred.
- Strong skills working with authoring tools such as: Articulate Storyline, Camtasia, Adobe Creative Cloud, Vyond, etc.
- Strong PC and MS Office skills.
- Instructional design or knowledge management certification, preferred.
- Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred
Exposure to Knowledge management and technical writing preferred.
