As the Instructional Design Team Lead, you will lead a team of instructional designers responsible for creating impactful learning experiences that support the development and performance of our companys Customer Journey teams worldwide. This includes fostering innovation throughout our development process and applying solid instructional design methodologies to ensure high-quality, engaging, and measurable learning that drive performance and business results in our global sites.
Youll drive excellence in design standards, oversee project delivery, and ensure learning solutions are impactful, scalable, and aligned with our contact centers business goals. This role combines hands-on instructional design expertise with leadership, mentoring, and strategic collaboration with global stakeholders.
What youll do
Directly manage, mentor, and develop a team of instructional designers, fostering collaboration, creativity, and professional growth.
Manage the teams workload, project timelines, and communication to ensure on-time, high-quality delivery.
Oversee end-to-end learning development processes done by instructional designers and global trainers, ensuring all solutions meet quality standards and business needs.
Define and maintain design methodologies, templates, and best practices across global learning projects.
Partner with business stakeholders from multiple teams to prioritize projects and align deliverables with operational priorities.
Review and approve design concepts, storyboards, and final assets to ensure clarity, engagement, and consistency.
Utilize data and feedback to evaluate learning effectiveness and continuously improve learning solutions.
Promote innovation in learning development, leveraging a range of tools including AI and other emerging technologies.
Requirements: Minimum 5 years of experience in instructional design, including at least 2 years in a leadership or senior design role.
Proven ability to lead, coach, and inspire creative learning professionals.
Strong understanding and practical application of learning theories, instructional design models, and e-learning best practices.
Excellent project management and stakeholder engagement skills.
Proficiency in Articulate 360 (Storyline and Rise) and experience designing multimedia learning assets.
Strong communication and interpersonal skills with a strategic global mindset.
Excellent English skills (read, write, speak).
Ability to manage multiple priorities in a fast-paced environment.
Previous experience designing and developing training solutions for contact center or customer operations teams, including onboarding, systems, and soft-skills programs (advantage).
Experience working with Learning Management Systems (advantage).
Experience in performance-focused learning analytics or evaluation (advantage).
Experience with integrating AI tools to support learning development processes (advantage).
This position is open to all candidates.