At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together.
Radial, the leader in omnichannel commerce technologies and operations has an exciting opening for Learning Design II. Radial’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.
Role Summary:
The Learning Designer II will lead the creative development, revision, and ongoing maintenance of training materials and content used in a hybrid learning contact center environment. The incumbent will be an expert in virtual instructor-led, web-based, and eLearning design in both asynchronous & synchronous methods. The Learning Designer II will coordinate the processes involved with creating learning resources for initial new hire, developmental, product and sales training to provide business partners with the highest level of customer service. The incumbent will also provide measurable results on the quality of training and key business performance indicators.
Responsibilities:
- Conduct needs analyses, task analyses, content analyses, instructional design, and implementation of virtual instructor-led, web and eLearning training and evaluation of learner performance for use in a hybrid training environment.
- Project planning for client and technology launches as well as troubleshooting working closely with SMEs across the organization.
- Oversee design, development, and repurposing of content to produce high quality blended learning solutions and performance support aids based on the principles of Adult Learning and Instructional Design with a performance-based approach for customer service.
- Explore, recommend and implement creative approaches to program design to broaden and enrich the learning experience.
- Evaluate effectiveness of all learning materials: web-based, instructor-led, eLearning/adjunct, and other applicable delivery methods, and make changes as needed.
- Collaborate with Client Services team and Clients for key business initiatives including (but not limited to): new client launches, policy/process changes, platform/system migrations, etc. Partner with training delivery team to create curricula associated with business intentions.
- Work with peer team to implement Learning vision, strategy and goals, ensuring alignment with business objectives.
- Create criterion testing that measures knowledge and performance-based testing that can be integrated into eLearning deliverables.
- May perform other duties as assigned.
- Analyze complex content source information, then design and develop instructional content consisting of screen text, graphics, animations, simulations, review questions, etc.
- Apply graphic design skills and ability to develop speculative art work for the proposal process of eLearning deliverables.
- Review, revise, and deploy eLearning to an LMS.
- Apply various eLearning deliverable treatments to existing content.
- Ability to utilize contact center technology, nomenclature and processes.
- Expert in Adult Learning Theories (Participant Centered Learning or ADDIE preferred).
- Exceptional presentation skills, with a strong sense of adult learning principles.
- Demonstrate “can-do” behaviors with the ability to flexibly adapt to a high-paced contact center environment.
- Advanced decision-making skills, including the ability to manage projects to completion.
- Ability to work autonomously with strong organizational skills and self-accountability.
- Strong analytical, organizational, interpersonal, and communication skills are a must.
- Proficiency in Microsoft Office Suite, in addition to email and internet.
- Maintain productivity standards in a multitask environment.
- Must be able to work a flexible work schedule.
Qualifications:
- Bachelor’s Degree in Education, Instructional Design, Instructional Technology or Virtual/Distance Education preferred or equivalent training and/or work experience.
- 6 months experience in a contact center or related industry.
- Knowledge and experience using various eLearning content and design software tools. Articulate Storyline, Rise experience is preferred.
- Other skills include: scripting/storyboarding, photography, image editing (and creating a plus), video and audio production, and multimedia authoring.
- Experience with Learning Management Systems (Saba/Cornerstone).
- Training/Facilitation/Presentation experience is preferred.
- Regular sitting at workstation 75% to 100%
- Flexible schedule to accommodate various training needs class schedules.
Travel:
- This position is remote.
- Travel required 5%.
Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.