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.

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

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.