Team Lead, Instructional Design

Benefits and perks include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• 401(k) with company match
• Pre‑tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

We are looking for a collaborative and experienced Instructional Design Team Lead to join our Customer Ops Training Team. In this hybrid role (some visits to New Jersey HQ required), you will lead a small team of Instructional Designers while also contributing directly to the design and development of training content. You’ll play a key role in shaping learning experiences for our Customer Care, Risk, Fraud, and Payments teams, ensuring high‑quality, scalable training solutions that support both new hires and tenured employees.

The ideal candidate will have 3+ years of experience in instructional design, at least 2 years’ experience in direct people management, and a proven ability to manage multiple projects in a fast‑paced and ever‑changing environment. Familiarity with Articulate Storyline, Articulate Rise, and learning management systems is essential. Experience in a contact center or customer operations environment is highly desirable.

• Lead, coach, and develop a team of Instructional Designers, providing guidance on best practices, project prioritization, and content development.
• Collaborate with stakeholders and subject matter experts across Customer Care, Risk, Fraud, and Payments to identify training needs and develop effective learning solutions.
• Work closely with the Sr. Manager of Customer Ops Training and the Manager of Customer Ops Training on overall strategy and execution of organizational priorities.
• Design and develop eLearning modules, job aids, instructor‑led training (ILT) materials, and other instructional content using Articulate Storyline, Articulate Rise, and Microsoft Office tools.
• Oversee the implementation and maintenance of training programs within the learning management system.
• Ensure instructional design standards and adult learning principles are consistently applied across all training materials.
• Conduct needs assessments and learning gap analyses to inform content strategy and development.
• Review and provide feedback on team deliverables to ensure quality, consistency, and alignment with learning objectives.
• Work alongside HR Business Partners on best ways to support and mentor team members.
• Monitor and evaluate training effectiveness through assessments, learner feedback, and performance metrics.
• Maintain organized documentation, version control, and project tracking for all training assets.

• Minimum of 3+ years of experience in instructional design, with a strong portfolio of learning solutions.
• 2+ years’ experience in direct people management.
• Experience leading or mentoring other instructional designers or cross‑functional project teams.
• Proficiency with Articulate Storyline and Articulate Rise.
• Familiarity with Learn Upon LMS or similar learning management systems (preferred).
• Strong project management, communication, and stakeholder engagement skills.
• Ability to balance leadership responsibilities with hands‑on design work.
• High attention to detail and a commitment to quality.
• Previous experience in a contact center or customer operations environment is highly desirable.
• Previous experience working with Global teams and peers is highly desirable.
• Portfolio or work samples demonstrating instructional design and leadership capabilities (required for interview process).

The annual salary range for this position is $68,800.00 - $90,300.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. This position is also eligible for participation in a performance‑based bonus plan. Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship.

At this time, this role is not eligible for…