Experienced Senior Instructional Designer – Customer Service Learning Program Manager at blithequark

Are you a creative and customer-obsessed instructional designer with a passion for adult learning and a knack for creating high-quality, impactful training solutions? Do you thrive in a fast-paced, multi-tasked environment where no two days are ever the same? If so, we want to hear from you! blithequark's Consumer Customer Service Support Learning Design team is seeking a talented Senior Instructional Designer – Customer Service Learning Program Manager to join their team and help shape the future of customer service learning at blithequark.

About blithequark's Customer Service Learning Team

blithequark's Customer Service (C2S2) organization is at the forefront of delivering exceptional customer experiences across multiple contact channels, including phone, chat, and email. Our Customer Service Associates (CSAs) are globally distributed and work tirelessly to ensure that every customer interaction is a positive one. The C2S2 Learning team supports this vision by creating, maintaining, and measuring global learning programs and products that prepare CSAs to deliver exceptional customer experiences. We're a dynamic team of instructional designers, program managers, and subject matter experts who are passionate about adult learning and committed to making a meaningful impact on our customers. A Day in the Life of a Senior Instructional Designer – Customer Service Learning Program Manager at blithequark As a Senior Instructional Designer – Customer Service Learning Program Manager at blithequark, you'll have the opportunity to work on a wide range of projects, from designing and developing training interventions to managing multiple learning programs and projects from conception to completion. You'll collaborate with cross-functional teams, including Contact Center teams, Product Teams, and Subject Matter Experts, to ensure that our training programs meet the needs of our CSAs and support the delivery of exceptional customer experiences.

Key Responsibilities:

* Simultaneously manage multiple learning programs with varying levels of complexity and time-critical deliverables through their entire life cycle

• Lead Instructional Design projects from scoping, research and analysis, design, development, launch readiness, and post-launch evaluation for continuous improvement purposes
• Design and develop training interventions that are optimized for accessibility and diversity, equity, and inclusion, utilizing a variety of learning modalities: self-directed, instructor-led, or blended
• Collaborate with Contact Center teams, Product Teams, Subject Matter Experts across the network, and other key stakeholders of the learning community
• Be the voice of the learners, ensuring that their needs are at the forefront of our efforts and help our team iterate and improve our programs

Essential Qualifications:

* 3+ years of program or project management experience

• 3+ years of defining and executing against program timeline & requirements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience working cross-functionally with tech and non-tech teams
• Experience using data and metrics to determine and drive improvements
• Bachelor's degree
• 5+ years professional experience in the area of instructional design
• Excellent writing and editing skills
• Experience in development with eLearning tools such as Captivate, Articulate Rise/Storyline, Vyond, Camtasia, Adobe Photoshop/Illustrator, Flash and Software technology like HTML, Javascript for Web Design basics and tools for any integrations and content hosting requirements
• Experience in facilitating programs in person and virtually
• Ability to travel up to 10%

Preferred Qualifications:

* 3+ years of driving process improvements experience

• 2+ years of managing stakeholders in cross-functional project experience
• Experience in complex problem solving, and working in a tight schedule environment
• Master's degree in business, HR, or a related field
• Strong understanding of AI concepts, tools, and its applications in L&D

What We Offer:

* A dynamic and supportive work environment that encourages collaboration and innovation

• Opportunities for professional growth and development, including training and mentorship programs
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as paid time off and 401(k) plan
• A competitive salary range, with a base pay that reflects the cost of labor across several US geographic markets
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits

How to Apply:

If you're a creative and customer-obsessed instructional designer with a passion for adult learning and a knack for creating high-quality, impactful training solutions, we want to hear from you! Please submit your application, including your resume and a cover letter, through our internal or external career site. Apply Job! Apply for this job