Director, Operations Instructional Design

Director, Operations Instructional Design

Location:

Remote- EST hours
Contract length:12 months
Pay:$55-60per hour W2

The Operations Division is a digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers annually. The team is focused on advancing customer experience through innovative solutions, emerging technologies, and integrated products that enhance the end-to-end delivery of digital assessments and customer support.

The Knowledge, Learning & Operational Effectiveness team collaborates across operational functions to design and deliver integrated solutions that support core operations. Its mission is to create a connected ecosystem that enables operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution is designed to enhance the customer journey and ensure seamless, intuitive, and impactful interactions.

We are seeking a Director of Operations Instructional Design to lead the design, development, and continuous improvement of digital learning experiences that prepare more than 150 Operations team members to deliver exceptional customer support.

This role will establish and lead a Learning Experience Design Center of Excellence (COE) within Operations, responsible for developing best-in-class design standards, templates, and tools that elevate the quality and impact of learning experiences.

You will collaborate across Operations, Product, Program, and Technology teams to ensure learning programs are engaging, effective, and measurable in their impact on performance, readiness, and customer experience.

The ideal candidate uses instructional design to drive innovation in digital learning through evidence-based practices, human-centered design, and learning science. Experience with Adobe Captivate, Articulate Storyline 360, SCORM Cloud, Global Meet, and PowerPoint is essential, along with coding skills using JavaScript extensions and other tools to create interactive learning elements.

Develop and Deliver Training, Templates, and Artifacts (40%)

• Create detailed design principles and templates for developing training materials, including webinars, live learning sessions, asynchronous lessons, and modules.
• Develop complex training experiences using JavaScript extensions, xAPI, cmi5, Blender, and other instructional technologies.
• Plan, script, and build engaging, interactive, targeted, and efficient learning materials for internal Operations staff supporting digital products and assessments.
• Create graphics, exercises, videos, printable resources, and assessments to enhance learner engagement.
• Use Articulate Storyline 360, Articulate Review, SCORM Cloud, and PowerPoint to create and update training materials.

Learning Strategy and Standards (30%)

• Establish a Learning Experience Design Center of Excellence to define standards, templates, and processes for instructional design excellence.
• Partner with business leaders to ensure learning programs are measurable and aligned with performance outcomes and customer experience improvements.
• Anticipate future learning needs by staying current with instructional design trends, emerging technologies, and research.
• Balance the implementation of new learning strategies with current business priorities.
• Leverage AI technologies to develop innovative learning solutions that deliver measurable business value.
• Ensure training materials meet ADA accessibility requirements, including closed captioning when applicable.
• Ensure final learning materials are compatible with the organization's Learning Management System (LMS) and broader knowledge management infrastructure.

Continuous Improvement…