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

CareerGrowth – 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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Percepta jobs

Instructional Design Manager