Overview

The Instructional Designer & Trainer develops high‑impact, online interactive training modules that equip Operations teams with the technical knowledge, process mastery, and system proficiency required to deliver consistent, high‑quality service. This role combines instructional design expertise, digital learning production, and close partnership with SMEs to convert complex operational processes into engaging, user‑friendly, measurable learning experiences. The role requires strong digital content development capabilities, experience with learning technologies, and the ability to manage multiple training design projects in a fast‑paced operations environment.

Responsibilities

Learning Analysis & Design

• Conduct Learning Needs Assessments (LNA) across all Operations teams, roles, and customer groups to identify skill gaps, audience profiles, and the required learning modalities.
• Partner with Operations SMEs, OPEX...