Instructional Design Lead, Support Enablement

Role Summary

As an Instructional Design Lead in Support, you will be responsible for overseeing the course creation projects from start to finish, as well as the Trainers who are working in Instructional Design. You will be directly delegating, developing, editing and implementing content. Your responsibilities would entail intake of stakeholder content requests, delegation of Training content projects, editing & sign-off of courses, as well as cross-functional collaboration for department improvement. This role is also responsible for improvement to Support’s existing documentation, especially SOP communications. This position plays a key role in the improvement of our training, agent-knowledge, documentation, and thus, improving our technical support service delivery and customer satisfaction.

Responsibilities

• Vet requests coming through request forms and project board (Asana)
• Analyze requests to determine the scope - size of material, target audience, existing training material, impact, urgency
• Act as primary liaison between requestors, training team, and instructional designers
• Collaborate closely with Support Project Managers for Enablement alignment on product / feature launches
• Collaborate closely with the Customer Experience team and leadership, for optimal prioritization of content and learning schedules
• Identify the best-suited ID and/or facilitator for this request
• Provide regular progress updates to requestors/stakeholders and Enablement leadership
• Analyze operational performance data to identify trends
• CSAT and QA scores
• Common skills or knowledge gaps
• Proactively recommend upskilling/refresher trainings to address gaps
• Review NHO content and recommend updates that will address performance gaps and improve agent experience

Requirements

• 2+ years’ leading Trainers in an adult learning environment
• Strong people management skills and proven success with a team
• 5+ years experience in instructional design / simultaneous management of several projects / synchronous learning tools
• Ability to successfully manage and meet multiple, simultaneous project deadlines in a fast-paced environment
• Professional experience partnering with a Project Management team
• LMS tooling experience
• Instructional design / content creation tooling experience
• Ability to interact with team members and stakeholders in a problem-solving, constructive manner
• Ability to tolerate opposing points of view and overcome a change-averse environment
• Strong written and verbal communication skills
• Strong data analysis skills and the ability to read between the lines
• Background in training, learning and development, or related field
• Ability to work independently and as part of a project team
• Cross-functional partnership
• Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
• Please review our Candidate Privacy Notice here.

About the Company

KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.

At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.