Instructional Designer – Managed Learning Services

About the role

As an Instructional Designer within Managed Learning Services, you will design, develop and maintain training curricula and member‑facing content for a contact‑center environment. Your work will directly impact agent performance and the quality of service delivered to members, ensuring all materials reflect the latest product updates and the client’s brand voice.

Key responsibilities

• Create, update and manage engaging training curricula for contact‑center agents, aligning content with new product features, tools and processes.
• Develop and maintain external FAQs, Help Center articles and self‑service resources that are accurate, user‑friendly and consistent with brand guidelines.
• Analyze existing workflows, identify bottlenecks and implement process improvements to enhance learning efficiency.
• Collaborate with Vendor Operations, Fraud/Risk, Legal, Compliance, Member Experience, Member Intelligence and Quality Assurance teams to ensure content compliance and relevance.
• Monitor onboarding performance, quality metrics and member feedback to pinpoint upskilling opportunities.
• Design and administer monthly product mastery assessments for BPO partners, using results to drive targeted training interventions.
• Define instructional design approaches, estimate project effort and produce instructional materials for low to moderate complexity projects.

Required profile

• Proven experience designing and delivering training content for contact‑center or similar environments.
• Strong ability to work cross‑functionally with diverse stakeholder groups.
• Excellent analytical skills to interpret performance data and translate findings into learning solutions.
• Familiarity with Learning Management Systems and assessment design.

Required skills