Instructional Design Manager

By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? Join us-Where your Career is a Force for Good! Job Description: Joining The American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. When you choose to be a force for good,you'llhave mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing missionthat'sbigger than all of us. As you care for others,you'recared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work. Where Your Career is a Force for Good! WHAT YOU NEED TO KNOW: Reporting to the Manager, Training Content/Delivery & QA, the Instructional Design Manager is responsible for designing customer-service-related training content and curriculum used in new hire training, refresher training, new product offerings and new business processes for Servicing Agents who handle Red Cross Training Services' customer inquiries (voice, email, chat and text) related to: account maintenance, aquatics, class registrations, class logistics, billing, training certifications, course record entry, instructor bridging and Red Cross Learning Center troubleshooting support. This position will also develop sales-related training content and curriculum used in new hire training, refresher training, new product, business processes promotional training for TeleSales Specialists who sell Red Cross training classes and retail products to consumers and small business customers. The American Red Cross is seeking a dynamic, self-motivated professional to join our team. The ideal candidate will have experience with Articulate (preferred) and a passion for creating impactful learning and training solutions. This is a 100% remote position, offering the flexibility to work from anywhere while supporting our humanitarian mission. WHERE YOUR CAREER IS A FORCE FOR GOOD: - Design new hire training and refresher training content and curriculum forServicing AgentsandTeleSalesSpecialists.Designand developnew trainingcontent and curriculum for Servicing Agents andTeleSalesSpecialists(e.g. new products,promotions,soft skills, selling skills, etc.) - Write effective learning objectives and apply recognized instructional design methodologies for adult learning and knowledge transfer. - Createinteractive, engaging,effectivetraining,utilizing the mostcurrent approaches and tools for virtual learning, including Articulate and AI(e.g., AI voiceover, simulations, gaming). - Evaluatetrainingeffectivenessand utilize feedback to improve training.Conduct needs assessments. Track training completion in Edge. - Digitizeand maintain all training content andinstructionalmaterials on platform(s) thatCustomer Service/TeleSalesTrainer and QA Manager and learners will be able to access for training delivery. - Build a deep understanding of allnew andexistingcustomer service andsalesbusinessprocessesand product offerings. - Track allcustomer serviceand/orsalesprocess changes and ensure all changes have been incorporated in training curricula. - When needed, train Supervisorsin new and revised products and businesses processso that they can effectively coach agents. PAYINFORMATI