Team Lead, Instructional Design

We are looking for a collaborative and experienced Instructional Design Team Lead to join our Customer Ops Training Team. In this hybrid role (some visits to New Jersey HQ required), you will lead a small team of Instructional Designers while also contributing directly to the design and development of training content. You’ll play a key role in shaping learning experiences for our Customer Care, Risk, Fraud, and Payments teams, ensuring high-quality, scalable training solutions that support both new hires and tenured employees. The ideal candidate will have 3+ years of experience in instructional design, at least 2 year's experience in direct people management, and a proven ability to manage multiple projects in a fast-paced and ever changing environment. Familiarity with Articulate Storyline, Articulate Rise, and learning management systems is essential. Experience in a contact center or customer operations environment is highly desirable.

• Lead, coach, and develop a team of Instructional Designers, providing guidance on best practices, project prioritization, and content development.
• Collaborate with stakeholders and subject matter experts across Customer Care, Risk, Fraud, and Payments to identify training needs and develop effective learning solutions.
• Work closely with the Sr. Manager of Customer Ops Training and the Manager of Customer Ops Training on overall strategy and execution of organizational priorities.
• Design and develop eLearning modules, job aids, instructor-led training (ILT) materials, and other instructional content using Articulate Storyline, Articulate Rise, and Microsoft Office tools.
• Oversee the implementation and maintenance of training programs within the learning management system
• Ensure instructional design standards and adult learning principles are consistently applied across all training materials.
• Conduct needs assessments and learning gap analyses to inform content strategy and development.
• Review and provide feedback on team deliverables to ensure quality, consistency, and alignment with learning objectives. Work alongside HR Business Partners on best ways to support and mentor team members.
• Monitor and evaluate training effectiveness through assessments, learner feedback, and performance metrics.
• Maintain organized documentation, version control, and project tracking for all training assets.

• Minimum of 3+ years of experience in instructional design, with a strong portfolio of learning solutions.
• 2+ years' experience in direct people management
• Experience leading or mentoring other instructional designers or cross-functional project teams.
• Proficiency with Articulate Storyline and Articulate Rise.
• Familiarity with LearnUpon LMS or similar learning management systems (preferred).
• Strong project management, communication, and stakeholder engagement skills.
• Ability to balance leadership responsibilities with hands-on design work.
• High attention to detail and a commitment to quality.
• Previous experience in a contact center or customer operations environment is highly desirable.
• Previous experience working with Global teams and peers is highly desirable
• Portfolio or work samples demonstrating instructional design and leadership capabilities (required for interview process).

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!