Manager, Instructional Design
Employer: Pandora Job Posted: 2/9/2020
Location: Washington, DC Job Status: Full Time

Job Description:

The Instructional Designer (ID) is responsible for understanding SiriusXM's business environment and performance needs, then converting these into effective learning solutions to be deployed at vendor managed call centers. The ID will design and develop Customer Care, Sales and Technical training modules and assessments to be delivered through various platforms, including Instructor-Led programs, Computer-Based Training, self-directed e-learning, as well as through blended learning solutions. The ID will conduct "Train-the-Trainer" seminars (both live and virtual) and may facilitate classroom training when necessary.

Duties and Responsibilities:

• Work collaboratively with internal and external teams to ensure clear understanding of performance needs, requirements and expectations in order to design scalable, highly engaging learning solutions
• Create, implement and maintain templates for use within e-learning authoring tools and other learning deliverables
• Write, design and deploy clear and concise "tool tips" for use within the WalkMe Digital Adoption Platform to ensure "just in time" training of contact center agents
• Design and develop comprehensive Sales, Customer Care, Technical and Soft Skills curricula and materials (including Leader's Guides, workbooks, job aids, practical exercises and role plays) in alignment with SiriusXM's business strategies, products and programs
• Design and develop online courses using adult learning principles and interactive e-learning simulations to encourage application of knowledge and skill development
• Conduct usability studies and needs assessments to support curricula requiring frequent updates
• Continually assess existing curricula for opportunities for improvement based on best practices, Quality Assurance reports and training effectiveness
• Conduct Instructor-Led and virtual "Train The Trainer" sessions
• Facilitate live classroom training as necessary
• Track and catalog all training materials and communications to call centers and update as necessary
• Monitor the Listener Care Knowledge Base to ensure appropriate support materials are produced for all learning initiatives
• Work closely with Vendor Management Team and Certification and Audit Team to determine and assess agent learning and knowledge gaps
• Participate in meetings with call center trainers, supervisors and coaches to assess needs and solicit feedback
• Effectively communicate with internal departments and call center partners to identify and recommend process improvements
• Position requires 10% travel (domestic and international)
• Performs other duties as assigned

Supervisory Responsibilities:

• None

Minimum Qualifications:

• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). As required by ITAR, to perform this position you must be a U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee.
• Bachelor's degree in Instructional Design or Adult Education, or equivalent experience
• Minimum of three years experience as an Instructional Designer• Minimum of three years experience developing Sales or Customer Care training programs, preferably in a call center environment
• Minimum of three years experience working with multimedia authoring tools (Articulate suite, Quizmaker, Storyline, Captivate, Lectora, Vyond preferred) in the creation of e-learning modules
• "WalkMe" system knowledge and experience preferred

Requirements and General Skills:

• Excellent public speaking and presentation skills
• Excellent analytical, organizational and decision making skills
• Excellent verbal and written communication skills; creative writing skills a plus
• Excellent time management skills; must be able to effectively deal with ambiguity in a very fast paced work environment and handle multiple tasks
• Superior attention to detail
• Ability to work well in cross-functional team environments
• Ability to take initiative as appropriate without manager supervision
• Ability to analyze data and recommend course design methodology and structure
• Ability to perform effective peer level review of curriculum and course delivery
• Ability to work with outside project vendors
• Ability to project a professional image over the phone and in person
• Commitment to "internal client" and customer service principles
• Must have legal right to work in the U.S.
• Must have valid Passport or ability to obtain one

Technical Skills:

• Thorough knowledge of MS-Office Suite (especially PowerPoint)
• Experience with Learning Management Systems (Taleo/Oracle Learn preferred) and Knowledge Bases
• Strong understanding of Adult Learning Theory and Principles
• Understanding of visual display design principles

To Apply:



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