Our Client on the eastside of the Seattle area is looking for a credentialed instructional Designer with a passion for creating training at the highest possible levels. Successful candidates must be passionate for blended learning and creating world class training solutions. This environment is for a fast paced, cutting edge person, so if you love music and gadgets then this project could be for you.

The right instructional designer will have a robust and credentialed background in technical training and e-learning development to focus on building and maintaining multiple training programs and initiatives. The ideal candidate will be able to use e-learning as well as other learning delivery methods to drive significant improvements in Microsoft and partner customer satisfaction as part of a blended learning strategy. This candidate will focus on developing and delivering training through the above mentioned skills/blend to support vendors and partners in a variety of locales. The training you develop in this role will directly impact the ability of technical support and customer service agents to resolve customer issues with our clients products and services. This role will also require the ability to clearly explain and train complex technical and customer service skills to ESL (English as a second Language) agents while delivering world class customer service both here and abroad. The future may also bring the need to manage curriculums in multiple languages and run projects where English documents are translated.

The successful candidate will have experience designing, developing, and delivering training and training content in a multi-regional context. A key to success will be to create modular training that can be reassembled to meet a variety of customer and partner needs. Additionally, this candidate should be able to provide deep insight into the global training business, with a proven track record for building high-impact, blended learning solutions. In order to be successful in this role, you will work closely with vendor development professionals, and internal and external stakeholders to scope and develop your projects. You will work on multiple projects, so flexibility and the ability to effectively manage many project requirements simultaneously is a must.

Responsibilities
o Design, develop, and build blended learning content for technical troubleshooting and customer service business needs.
o Design and develop training to serve global audiences.
o Help to meet company business goals by ensuring the readiness of support agents (vendor-contracted) to respond to customer issues and questions. This could include working with content supporting related lines of business within the consumer space.
o Develop and evangelize best practices in training and performance improvement processes. Work closely with Subject Matter Experts (SMEs) to identify key product information and use e-learning and other proven delivery methods to disseminate to agents and partners.
o Define training-related testing criteria and build strong assessments in an electronically delivered medium.
o Work cross functionally with other training teams to establish best practices and partner to leverage existing content as appropriate.
o Provide onsite support and training when needed to vendor agents.
o Build and deliver Train the Trainer sessions.
o Work with and help to maintain core new hire training components.
o Conduct training audits at centers quarterly to ensure compliance with the New Hire program requirements and T2 and T3 training requirements.
o Conduct audits of training delivery in call centers as required .
o Work closely with our partners to understand their needs and develop training that can be repurposed for their applications.
o Effectively project manage your development efforts and contracted vendor resources to execute the vision for all programs/projects.

Qualifications
o An advanced degree or certification in Performance Technology, Instructional Design, Adult Learning, or Education/Teaching, plus 3-5 years of on the job application in technical environment.
o Documented experience working with ESL audiences OR the ability to conduct detailed needs analysis to determine and develop the products or curricula as needs are determined.
o Proven experience with Instructional Design and performance consulting.
o Deep technical knowledge and the ability to convey the complexity to call center agents in markets were most will not have access to, or experience with, the products themselves.
o The ability to write application-level test questions, creating strong performance and knowledge measures through traditional testing mechanisms (multiple-choice questions, for example) as well as scenario based testing scenarios for all international support needs.
o Proven e-learning design and development experience and experience with designing, developing, and delivering and blended learning solutions for ESL audiences.
o Instructor led training experience is a plus .
o Experience coordinating and developing multiple projects simultaneously in addition to core responsibilities.
o Demonstrated ability to communicate effectively with peers, driving diverse workgroups to collaborative solutions.
o Experience with using a Learning Management System is a plus.
o Strong interest and commitment to the consumer electronics industry and Microsoft customer satisfaction.
o The ability to travel is required and will include international travel. Travel could reach 10% or more if business needs arise. Destinations could include but are not limited to the Philippines, Japan, Europe, Egypt, and Latin America.
o Proven Microsoft Office skills in Word, PowerPoint, and Excel a must.
o Samples of design/development work to be provided during interview process.