Instructional Design Associate, Customer Support Ops - USDS

Responsibilities

About the Role
The Instructional Designer for the US Customer Support Organization is the primary architect of our learning content. Reporting to the Training Lead, you will lead the design and development of the curriculum that empowers our in-house and BPO teams across a variety of queues and Lines of Business (LOBs). You are responsible for translating complex workflows into high-impact, data-driven learning solutions.

As the sole instructional designer on the team, you will own the entire content lifecycle—from initial needs analysis to final deployment—ensuring our teams have the knowledge necessary to provide a safe and superior user experience.

• Own the end-to-end design of training programs, including virtual instructor-led sessions, self-paced eLearning (SCORM), and blended learning solutions tailored to the US customer support lifecycle.
• Actively analyze performance data (e.g., CSAT, Error Rates, AHT) to design and deploy specific training interventions that directly address identified skill and knowledge gaps across different LOBs.
• Apply adult learning theories and the ADDIE model to determine the most effective training modality and structure based on learner needs and complex policy requirements.
• Act as the primary liaison with Operations, Quality, and Training Delivery subject matter experts to translate technical updates and support workflows into digestible and engaging learning content.
• Build robust quizzes, skill assessments, and certification paths to measure learning retention and ensure all associates meet Tik Tok USDS JV's standards for service delivery.
• Establish and maintain a scalable training library, ensuring all materials - from one pagers to interactive modules - are updated in real-time as SOPs and products evolve.
• Collaborate with Training Specialists to develop Train-the-Trainer (TTT) materials and delivery plans that ensure content is executed consistently across our BPO partners.
• Manage the implementation of learning technologies and authoring tools to enhance the visual and interactive quality of all training materials.

Minimum Qualifications:

• Minimum 3 years of experience in instructional design, specifically building training programs from the ground up in a high-volume contact center or tech environment.
• Expert proficiency with industry-standard authoring tools (e.g., Articulate 360/Storyline, Adobe Captivate) and graphic design software.
• 2+ years of experience managing content within Learning Management Systems (LMS), including SCORM/xAPI implementation and tracking.
• Advanced project management skills, with the ability to lead multiple content projects across different queues and LOBs independently.
• Proven ability to navigate ambiguity and build content autonomously in a fast-paced, evolving environment.
• Exceptional written communication skills, with a focus on translating complex policy language into clear, actionable instruction.

Preferred Qualifications:

• Experience using support-specific metrics (CSAT, Resolution Rate, QA scores) to drive curriculum design and measure training effectiveness.
• Previous experience in a policy-heavy or high-stakes environment such as Trust & Safety or Content Moderation.
• Proficiency in video editing and multimedia production for e-learning.
• Experience designing training content for diverse audiences and various support workflows.

Tik Tok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm.

We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and…