Instructional Design Team Manager

Description The Role

• Team Leadership &
  
  Coaching:
  
  Provide day-to-day leadership, coaching, performance management, and professional development for a team of Instructional Designers. Conduct regular one-on-one meetings, establish performance expectations, provide timely feedback, and foster a culture of accountability, collaboration, and continuous improvement.
• Project & Resource Management: Monitor project progress, team capacity, workload distribution, and competing priorities to ensure timely delivery of learning solutions. Partner with the Instructional Design Manager to balance resources, mitigate risks, and adjust priorities as business needs evolve.
• Learning Design Quality & Improvement:Review learning solutions, provide actionable instructional design feedback, and partner with designers to implement improvements that align with established standards, quality expectations, and best practices.
• Prioritization & Resource Management: Partner with the Instructional Design Manager and other department leaders to balance priorities, capacity planning, team utilization and address competing business demands.
• Operational Support:Serve as the primary operational leader for the Instructional Design team by resolving execution issues, removing obstacles, supporting decision-making, and escalating risks when appropriate.
• Strategic Partnerships: Build strong partnerships with Learning & Knowledge leaders, operational stakeholders, project managers, subject matter experts, and business leaders to align learning initiatives with organizational priorities and performance goals.
• Process Improvement
  :
  Identify opportunities to improve team efficiency, standardize processes, enhance collaboration, and strengthen operational consistency.
• Learning Design Performance & Quality Monitoring
  :
  Track instructional design metrics, quality review outcomes, project progress, learner feedback, and stakeholder satisfaction to evaluate team effectiveness, support performance improvement, and ensure consistent delivery of high-quality learning solutions.

• Minimum 3 years of people management experience in instructional design, learning and development, or training operations.
• Experience supporting learning initiatives in a service center or contact center environment is preferred but not required.
• Experience working in a fast-paced environment with competing priorities and cross-functional partnerships.

• Demonstrated ability to lead and coach high-performing teams.
• Demonstrated experience leading projects, coaching peers, mentoring team members, or serving in a formal or informal leadership role.
• Strong project management and prioritization skills.
• Proven ability to manage multiple priorities and balance strategic objectives with operational execution.

• Experience influencing stakeholders across multiple business functions.
• Ability to interpret business needs and translate them into learning solutions.
• Excellent communication, coaching, facilitation, and stakeholder management skills.

• Strong understanding of instructional design methodologies, adult learning principles, and learning technologies.
• Strong analytical skills with experience using performance metrics to drive improvement.
• Strong organizational, analytical, and problem‑solving abilities.

• Previous people leadership, supervisory, or team coaching experience.
• Advanced knowledge of instructional design tools—Articulate Storyline, Rise 360, multimedia development, and AI-enabled learning solutions—with the ability to implement and optimize technology for better learning outcomes and efficiency.
• Skilled in administering learning platforms like Big Tin Can  (BTC) to enhance the learner experience and deliver effective learning solutions.
• Experience implementing instructional design standards, governance practices, and quality assurance processes.

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

The base salary compensation range being offered for this role is $75,000.00-$85,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee…