Instructional Design Manager

At Percepta, we bring first-class service across each market we support. As Instructional Design Manager, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Instructional Design (ISD) Manager is responsible for providing strategic guidance and long-term planning, development, and improvement of Percepta’s Content Design/Instructional Design Organization. This includes but is not limited to, team leadership/ management, content design, program guidance, new launches/initiatives, operational excellence, and continuous improvement. This role would ensure consistent and creative content development across the enterprise, cultivate global coordination and best practices, manage internal/external client expectations, and drive satisfaction.

This position will also ensure the overall success of the L&D Programs with innovative content and evaluation of all client-specific and internal instructional design needs, which encompasses new products, uptraining, and coaching skills.

During a Typical Day, You’ll

• Lead the Instructional Design (ISD) team by providing direction and assisting with the removal of roadblocks. Identify tools to ensure the success of all initiatives, including team and leadership development.
• Manage the various functions of the department, resources, and reporting at the site level. Facilitate team meetings and utilize all available resources to drive performance and customer satisfaction.
• Interview, select, and train department employees in instructional design best practices including active and adult learning methodology.
• Establish department employee work hours to suit program and site requirements.
• Establish and maintain instructional designer scorecards. Review monthly with appropriate team members at each level (trainer, supervisor (where organizationally supported).
• Complete and conduct all direct report’s Annual Performance Reviews.
• Direct ISD Supervisors to complete and assist with the delivery of teams’ Annual Performance Reviews.
• Resolve employee issues using creative interchange principles driving at an employee-centered approach collaborative approach to conflict and employee issues.
• Provide coaching and/or discipline to employees as necessary.
• Develop and monitor performance standards and measurements of the ISD team at all levels of leadership, including supervisors and senior ISDs.
• Manage Instructional Designers to ensure the efficiency of material development in line with program/SOW requirements, process flows, and appropriate deadlines.
• Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.
• Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
• Partner with HR to administer corrective action when needed to ensure compliance with company, site and departmental policies and procedures.
• Be the subject matter expert as it relates to instructional design best practices. Responsible for staying current on philosophies and new L&D technologies and methodologies to drive continuous improvement. Includes active and adult learning methodologies.
• Track and participate in the process of global launches. Identify risks and challenges during a launch.
• Accomplish organizational goals by accepting ownership for completing new and different requests and exploring opportunities to add value to job accomplishments.
• Partner with executive and senior leadership to identify instructional design needs.
• Identify process breakdowns by performing root cause analysis, and to implement solutions that deliver upon customer concern resolution requirements.
• Single Point of Contact for Operations Management and Business Owners with regards to assigned Programs (Business Units) relating to Instructional Design.
• Accomplish organizational goals by accepting ownership for completing new and different requests and exploring opportunities to add value to job accomplishments.
• Provide consultative services to other Percepta global sites and programs as necessary.
• Serve as Percepta’s primary interface and point-of-contact to Clients for day-to-day operational issues or initiatives related to instructional design.
• Establish and maintain positive client relationships at all levels.
  
  

What You Can Expect

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)
  
  

A Bit More About Your Role

Education

• Bachelor’s degree or equivalent work experience.
  
  

Experience

• 6 or more years of combined experience in Training, Instructional Design, management of multiple-level staff, project management, call center experience and relevant work experience
• Practical application of Active and Adult Learning Theory and instructional design principles.
• Training in process improvement or Six Sigma methodology is preferred.
• Experience and practical application of positive coaching techniques.
• Practical application of digital and e-learning methodologies, and knowledge management technologies and practices.
• Familiar with call center basics and the technology involved.
  
  

Skills

• Ability to design solutions incorporating a variety of learning products.
• Ability to work with virtual groups.
• Possess a high degree of professionalism.
• Excellent communication, oral, and written skills.
• Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software, and authoring software for web-based development.
• Proficiency in MS Office applications.
• Analytical skills to uncover root cause and develop improvement initiatives.
• Ability to create a supportive and conducive adult learning environment.
• Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.
• Demonstrated decision-making skills in high-impact environments.
• Strong project management skills.
• Excellent time management skills.
• Must be detail oriented as well as big picture conscious.
• Knowledge of call center and/or BPO experience, desired.
• Experience using e-Learning software such as Articulate, and/or Captivate, preferred.
• Knowledge of Adobe Photoshop, SmartSheets, Flash, HTML principles, preferred.
• Background in training/teaching and/or adult learning.
• Must be able to effectively interact and collaborate with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.
• Ability to prioritize activities in a fast-paced and dynamic environment.
• Excellent team facilitation and coordination skills with the ability to foster a team spirit and encourage positive team culture.
• Ability to work effectively in a team-oriented, high demand, and fast-paced environment.
• Customer-focused behavior and actions.
• Leadership, conflict and negotiation skills.
• Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development.
  
  

Other

• Proven ability to manage multiple, concurrent programs.
• Uses diplomacy and discretion in communication.
• Ability to maintain confidentiality and ability to handle sensitive material.
• Translates complications into practical solutions.
• Mobility: willing to travel to sites as needed.
  
  

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our Values Are The Heartbeat Of Our Organization, And We Live, Breathe, And Play By Them Every Day. As a Percepta Team Member, You Can Expect

Culture of Service – to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect – a team that is accountable, dependable and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

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