Instructional Design Manager_

**Description**At Percepta, we bring first-class service across each market we support. As **Instructional Design Manager,** you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.**What You’ll Be Doing**The Instructional Design (ISD) Manager is responsible for providing strategic guidance and long-term planning, development, and improvement of Percepta’s Content Design/Instructional Design Organization. This includes but is not limited to, team leadership/ management, content design, program guidance, new launches/initiatives, operational excellence, and continuous improvement. This role would ensure consistent and creative content development across the enterprise, cultivate global coordination and best practices, manage internal/external client expectations, and drive satisfaction.This position will also ensure the overall success of the L&D Programs with innovative content and evaluation of all client-specific and internal instructional design needs, which encompasses new products, uptraining, and coaching skills.**During a Typical Day, You’ll*** Lead the Instructional Design (ISD) team by providing direction and assisting with the removal of roadblocks. Identify tools to ensure the success of all initiatives, including team and leadership development.* Manage the various functions of the department, resources, and reporting at the site level. Facilitate team meetings and utilize all available resources to drive performance and customer satisfaction.* Interview, select, and train department employees in instructional design best practices including active and adult learning methodology.* Establish department employee work hours to suit program and site requirements.* Establish and maintain instructional designer scorecards. Review monthly with appropriate team members at each level (trainer, supervisor (where organizationally supported).* Complete and conduct all direct report’s Annual Performance Reviews.* Direct ISD Supervisors to complete and assist with the delivery of teams’ Annual Performance Reviews.* Resolve employee issues using creative interchange principles driving at an employee-centered approach collaborative approach to conflict and employee issues.* Provide coaching and/or discipline to employees as necessary.* Develop and monitor performance standards and measurements of the ISD team at all levels of leadership, including supervisors and senior ISDs.* Manage Instructional Designers to ensure the efficiency of material development in line with program/SOW requirements, process flows, and appropriate deadlines.* Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.* Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.* Partner with HR to administer corrective action when needed to ensure compliance with company, site and departmental policies and procedures.* Be the subject matter expert as it relates to instructional design best practices. Responsible for staying current on philosophies and new L&D technologies and methodologies to drive continuous improvement. Includes active and adult learning methodologies.* Track and participate in the process of global launches. Identify risks and challenges during a launch.* Accomplish organizational goals by accepting ownership for completing new and different requests and exploring opportunities to add value to job accomplishments.* Partner with executive and senior leadership to identify instructional design needs.* Identify process breakdowns by performing root cause analysis, and to implement solutions that deliver upon customer concern resolution requirements.* Single Point of Contact for Operations Management and Business Owners with regards to assigned Programs (Business Units) relating to Instructional Design.* Accomplish organizational goals by accepting ownership for completing new and different requests and exploring opportunities to add value to job accomplishments.* Provide consultative services to other Percepta global sites and programs as necessary.* Serve as Percepta’s primary interface and point-of-contact to Clients for day-to-day operational issues or initiatives related to instructional design.* Establish and maintain positive client relationships at all levels.**What You Can Expect*** Health/Dental/Vision/Life Insurance* Flexible Spending Account (FSA) and Health Savings Account (HSA)* 401(k) with company match* Vacation/Sick Time and Paid Holidays* Tuition Reimbursement* Employee Assistance Program* Employee Discount Program* Training and Development Programs (Percepta College)**·** Employee Rewards Program (Perci Perks)A Bit More About Your RoleEducation* Bachelor’s degree or equivalent work experience.Experience* 6 or more years of combined experience in Training, Instructional Design, management of multiple-level staff, project management, call center experience and relevant work experience* Practical application of Active and Adult Learning Theory and instructional design principles.* Training in process improvement or Six Sigma methodology is preferred.* Experience and practical application of positive coaching techniques.* Practical application of digital and e-learning methodologies, and knowledge management technologies and practices.* Familiar with call center basics and the technology involved.Skills* Ability to design solutions incorporating a variety of learning products.* Ability to work with virtual groups.* Possess a high degree of professionalism.* Excellent communication, oral, and written skills.* Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software, and authoring software for web-based development.* Proficiency in MS Office applications.* Analytical skills to uncover root cause and develop improvement initiatives.* Ability to create a supportive and conducive adult learning environment.* Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.* Demonstrated decision-making skills in high-impact environments.* Strong project management skills.* Excellent time management skills.* Must be detail oriented as well as big picture conscious.* Knowledge of call center and/or BPO experience, desired.* Experience using e-Learning software such as Articulate, and/or Captivate, preferred.* Knowledge of Adobe Photoshop, SmartSheets, Flash, HTML principles, preferred.* Background in training/teaching and/or adult learning.* Must be able to effectively interact and collaborate with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.* Ability to prioritize activities in a fast-paced and dynamic environment.* Excellent team facilitation and coordination skills with the ability to foster a team spirit and encourage positive team culture.* Ability to work effectively in a team-oriented, high demand, and fast-paced environment.* Customer-focused behavior and actions.* Leadership, conflict and negotiation skills.* Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development.Other* Proven ability to manage multiple, concurrent programs.* Uses diplomacy and discretion in communication.* Ability to maintain confidentiality and ability to handle sensitive material.* Translates complications into practical solutions.* Mobility: willing to travel to sites as needed.**About Percepta**Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.Our values are the heartbeat of our organization, and we live, breathe, and play by them _every_ _day_ . As a Percepta team member, you can expect:**Culture of Service** – to be treated like you are the customer from day one**Teamwork** – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions**Respect** – a team that is accountable, dependable and gives you their full attention**Proactive** – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization**Career** **Growth** – lots of learning opportunities for aspiring minds**Diversity** – be a part of our growing diverse and community-minded organization that is all about having fun!**Competitive Compensation** – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness._\#LI-remote__As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer._**Primary Location:** US-FL-Melbourne**Req ID:** 03Y1R