Sr. Instructional Designer, Learning Operations

Role overview A senior instructional designer is needed to shape learning experiences for customer-facing agents operating across outsourced contact center partners supporting a financial technology platform. The role partners closely with a disputes-focused business line to translate performance goals into blended, interactive training that moves measurable outcomes for millions of end users. It suits someone who is equal parts creative producer and analytical consultant, comfortable owning end-to-end design in a flat, fast-moving environment.

Responsibilities - Serve as a learning consultant for the Disputes Experience business unit, building deep familiarity with operational metrics and recommending training strategies tied to those targets. - Lead needs analysis with subject matter experts and stakeholders to surface performance gaps and define learning objectives. - Design and develop multi-modal learning solutions, including instructor-led, virtual, self-paced digital, micro-learning, and social formats, with built-in assessments that measure transfer back to the job. - Apply adult learning principles, design thinking, and industry trends to produce engaging content such as simulations, branching scenarios, audio, and video. - Evaluate program effectiveness using data and metrics, then iterate to improve agent skills and business results. - Manage end-to-end project plans covering scope, stakeholder responsibilities, timelines, dependencies, and risks.

Requirements - Seven or more years designing multi-modality learning, including eLearning, instructor-led sessions, and video, with hands-on work in system simulations and branching scenarios. - Demonstrated expertise in adult learning theory and instructional design best practices across modalities. - Proficiency with at least two authoring or production tools such as Articulate 360 (Rise and Storyline), Camtasia, Adobe Captivate, Adobe Premiere Pro, iSpring Suite, or Canva. - Experience working in both agile and ADDIE (waterfall) design environments and producing clear design documents for developers. - Practical use of AI tools to accelerate learning output while safeguarding quality and outcomes. - Strong data analysis skills for building evaluation strategies, plus excellent communication and stakeholder partnership abilities.

Nice to have - Background driving results through vendor partnerships and contact center operations. - Strong graphic design, video, and audio production aptitude. - Willingness to travel domestically and internationally roughly 10% of the time.

Benefits and work setup - Remote-friendly arrangement, with hybrid options near office locations (typically four days on-site and Fridays remote) plus team and company events. - Comprehensive health, financial, and wellbeing benefits, including backup child, elder, and pet care, and subsidized commuter benefits where eligible. - Generous paid time off plus company-wide paid days off, an annual wellness stipend, and 1% of time off dedicated to community organizations of the employee's choice. - Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, along with family planning reimbursement. - Competitive equity offerings for full-time regular employees.