Instructional Designer & Trainer

Overview

The Instructional Designer & Trainer develops high-impact, online interactive training modules that equip Operations teams with the technical knowledge, process mastery, and system proficiency required to deliver consistent, high-quality service. This role combines instructional design expertise, digital learning production, and close partnership with SMEs to convert complex operational processes into engaging, user-friendly, measurable learning experiences.

The role requires strong digital content development capabilities, experience with learning technologies, and the ability to manage multiple training design projects in a fast-paced operations environment.

Responsibilities

Learning Analysis & Design

• Conduct Learning Needs Assessments (LNA) across all Operations teams, roles, and customer groups to identify skill gaps, audience profiles, and the required learning modalities.
• Partner with Operations SMEs, OPEX, QA, FAM/PAM teams and Process Owners to translate technical workflows, SOPs, and system procedures into structured, scalable learning content.
• Define learning objectives, competency outcomes, and assessment criteria aligned with operational KPIs, QA scorecards, and performance expectations.

Content Development & Production

• Design and build interactive online training modules, including scenario-based learning, simulations, branching narratives, games, and guided practice exercises.
• Develop multi-modal learning collateral, such as:
• Video walkthroughs and system simulations
• Quick reference guides (QRGs)
• Talking points and facilitator guides
• Animations, infographics, and visual aids
• Job aids, checklists, and workflow maps
• Storyboard content and create visually engaging layouts that enhance comprehension and retention.
• Apply proven instructional design models (ADDIE, SAM, Bloom’s Taxonomy, Kirkpatrick Model, etc.) to ensure structured and effective training outcomes.

Assessment & Evaluation

• Develop tests, quizzes, knowledge checks, practical exercises, and certification assessments to measure training effectiveness.
• Use learner analytics, LMS data, performance metrics, and evaluation surveys to continuously refine and improve the modules.
• Track and analyze learner behavior (completion, drop-off rates, assessment scores) to recommend learning reinforcements.

Collaboration, Projects & Stakeholder Engagement

• Serve as a key partner to Operations, Quality, HR/Learning, OPEX, and Product teams during new process rollouts, system changes, and operational migrations.
• Maintain project timelines, file repositories, course documentation, and version control aligned with governance standards.
• Support leaders by providing insights on training readiness, adoption risks, and recommended enablement plans.
• Ensure all training solutions align with RUM, Spend Management, UEM, RBMS, and overall Business Services standards.

Innovation & Continuous Improvement

• Research and apply emerging trends in learning technology, microlearning, AI-assisted training tools, gamification, and adult learning strategies.
• Ensure training translates into operational behavior change, increased accuracy, faster cycle times, and reduced rework/escalations.
• Drive digital-first learning approaches that support a geographically distributed workforce (Manila/Cebu)

Key Performance Indicators (KPIs)

KPIs:

• Timely delivery of learning and development projects
• Quality and accuracy of instructional materials developed
• Learner satisfaction and training effectiveness scores
• Improvement in learner proficiency and post-training performance
• Stakeholder satisfaction and responsiveness to business needs
• Continuous update and enhancement of training content and tools

Tools/Environment: RealPage UEM (AP Extract, Bill Pay), vendor portals, ticketing/case systems, MS Excel/Word/Outlook, internal scorecards & dashboards

Standard tools/Application

• LMS: Cornerstone, Moodle, SuccessFactors, Workday Learning
• Authoring Tools: Articulate Storyline, Rise 360, Adobe Captivate, Camtasia
• Productivity Tools: Microsoft PowerPoint, Word, Excel, Teams, SharePoint
• Design / Multimedia: Canva, Adobe Creative Cloud, video and audio editing tools
• Project / Collaboration Tools: Planner, Trello, Asana, Jira
• Assessment / Feedback Tools: Microsoft Forms, SurveyMonkey, quiz and evaluation platforms
• AI Tools: Microsoft Copilot, ChatGPT, Claude, Gemini

Productivity & Collaboration

• Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Microsoft Teams, SharePoint, OneDrive
• Microsoft Copilot & AI-powered productivity tools

Analytics & Business Intelligence

• Power BI - dashboard creation, DAX modeling, data visualization
• Excel Advanced - PowerQuery, pivot modeling, forecasting, scenario planning
• SQL basics (optional but preferred for deeper data extraction)
• Data modeling best practices and performance tuning

Project & Program Management

• Microsoft Project / Planner
• Jira, Confluence, Asana, Trello (any major PM tool is acceptable)
• PMO templates: RAID logs, charters, dashboards, governance materials
• Agile/HYBRID toolsets (Scrum boards, sprint planning, retrospectives)

Work Environment

• Fast-paced, transformation-centric operations environment
• Cross-functional work setting involving Operations, Product, Technology, Finance, HR, and Process Excellence teams
• Hybrid collaboration (US-based leaders + PH operations)
• High exposure to executive leadership, strategy teams, and governance bodies
• Requires ability to manage multiple projects, deadlines, and workstreams simultaneously
• Strong culture of continuous improvement, innovation, and data-driven decision-making
• Utilizes AI tools across daily workflows for research, reporting, and optimization

Qualifications

QUALIFICATIONS

Education

• Bachelor’s or Master’s degree in Instructional Design, Education Technology, Digital Learning, or related field; or equivalent practical experience.

Experience

• 3-5 years experience in instructional design, digital learning production, or technical training development.
• Experience designing training for Operations, BPO, shared services, SaaS, or technical environments highly preferred.

Skills & Competencies

• Deep knowledge of instructional design models and adult learning principles.
• Strong ability to convert complex technical content into engaging, simplified, and learner-friendly experiences.
• Excellent English communication skills-written, verbal, and presentation.
• Ability to manage multiple design projects simultaneously and consistently meet timelines.
• Strong visual design and storyboarding capability (eLearning and video).

Tools & Technical Skills

• Proficiency with eLearning authoring tools:
• Articulate 360 (Rise, Storyline)
• Adobe Captivate
• Experience with Learning Management Systems (LMS).
• Ability to create and edit multimedia (audio/video).
• Basic understanding of HTML, interactive design, and animation tools.
• Familiarity with design applications such as Adobe Creative Cloud (optional but preferred).

Work Setup

• Willing to work a fixed night shift to support US-based Operations.
• Willing to work on-site for the first 3 months, then transition to a hybrid setup.