Director, Operations Instructional Design 
Location: Remote- EST hours 
Contract length:12 months 
Pay: $55-60 per hour W2

The Operations Division is a digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers annually. The team is focused on advancing customer experience through innovative solutions, emerging technologies, and integrated products that enhance the end-to-end delivery of digital assessments and customer support.

The Knowledge, Learning & Operational Effectiveness team collaborates across operational functions to design and deliver integrated solutions that support core operations. Its mission is to create a connected ecosystem that enables operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution is designed to enhance the customer journey and ensure seamless, intuitive, and impactful interactions.

We are seeking a Director of Operations Instructional Design to lead the design, development, and continuous improvement of digital learning experiences that prepare more than 150 Operations team members to deliver exceptional customer support.

This role will establish and lead a Learning Experience Design Center of Excellence (COE) within Operations, responsible for developing best-in-class design standards, templates, and tools that elevate the quality and impact of learning experiences.

You will collaborate across Operations, Product, Program, and Technology teams to ensure learning programs are engaging, effective, and measurable in their impact on performance, readiness, and customer experience.

The ideal candidate uses instructional design to drive innovation in digital learning through evidence-based practices, human-centered design, and learning science. Experience with Adobe Captivate, Articulate Storyline 360, SCORM Cloud, Global Meet, and PowerPoint is essential, along with coding skills using JavaScript extensions and other tools to create interactive learning elements.

Develop and Deliver Training, Templates, and Artifacts (40%)

• Create detailed design principles and templates for developing training materials, including webinars, live learning sessions, asynchronous lessons, and modules.
• Develop complex training experiences using JavaScript extensions, xAPI, cmi5, Blender, and other instructional technologies.
• Plan, script, and build engaging, interactive, targeted, and efficient learning materials for internal Operations staff supporting digital products and assessments.
• Create graphics, exercises, videos, printable resources, and assessments to enhance learner engagement.
• Use Articulate Storyline 360, Articulate Review, SCORM Cloud, and PowerPoint to create and update training materials.

Learning Strategy and Standards (30%)

• Establish a Learning Experience Design Center of Excellence to define standards, templates, and processes for instructional design excellence.
• Partner with business leaders to ensure learning programs are measurable and aligned with performance outcomes and customer experience improvements.
• Anticipate future learning needs by staying current with instructional design trends, emerging technologies, and research.
• Balance the implementation of new learning strategies with current business priorities.
• Leverage AI technologies to develop innovative learning solutions that deliver measurable business value.
• Ensure training materials meet ADA accessibility requirements, including closed captioning when applicable.
• Ensure final learning materials are compatible with the organization's Learning Management System (LMS) and broader knowledge management infrastructure.

Continuous Improvement and Content Evolution (30%)

• Develop strategies that connect learning programs to business results using data and evaluation models.
• Establish and monitor key learning performance metrics to measure effectiveness and drive continuous improvement.
• Implement feedback loops to gather learner insights, measure satisfaction, and refine learning solutions.
• Maintain governance processes for content updates in collaboration with subject matter experts (SMEs) and the Knowledge and Learning Operations team.

• 5+ years of experience designing and developing digital training programs.
• Experience delivering digital learning to K-12 educators preferred but not required.
• Strong knowledge of emerging trends and best practices in digital learning.
• Expertise in instructional authoring and publishing systems, including Articulate Storyline 360, Adobe Captivate, and SCORM Cloud.
• Proven ability to develop complex learning materials, including simulations, JavaScript extensions, and multimedia content.
• Experience with instructional technologies, LMS platforms, and emerging learning standards such as xAPI and cmi5.
• Strong problem-solving skills with the ability to use data to inform decisions.
• Excellent written and verbal communication skills.
• Demonstrated ability to build relationships, collaborate across teams, and influence stakeholders.
• Passion for supporting educational and career opportunities for students.
• Proficiency in PowerPoint, Word, and Excel.
• Ability to travel approximately 4-6 times per year for business-related meetings and activities.
• Authorization to work in the United States.

• Passion for mission-driven work and expanding educational and career opportunities.
• Curiosity and enthusiasm for emerging technologies, including AI-driven solutions.
• Willingness to independently learn and adopt new digital tools.
• Clear, concise written and verbal communication.
• A growth mindset and openness to diverse perspectives, constructive feedback, and continuous learning.
• Ability to solve complex problems, prioritize effectively, and make data-informed decisions.
• A collaborative and empathetic approach to building trust and fostering shared success.

Goal 1: Enable internal Operations staff to deliver digital assessments with greater consistency, efficiency, and confidence through modular training experiences.

Success Metrics:

• Establish baseline confidence levels through pre-training surveys and achieve increased confidence among at least 85% of learners following training.
• Achieve positive feedback from at least 80% of Operations learners regarding improved process enablement and delivery standards.

Goal 2: Reduce time spent translating and reformatting information between Product and Operations teams by modernizing and standardizing instructional design templates and processes.

Success Metrics:

• Achieve a 30% reduction in the average time Operations learners spend searching for information and resources needed for assessment delivery.
• Ensure at least 80% of Operations learners report improved ease of use and alignment in training design through structured feedback.

Goal 3: Improve the accuracy, accessibility, and sustainability of learning materials and experiences to increase efficiency and optimize workflows.

Success Metrics:

• Ensure 100% of newly developed or revised training complies with updated LMS governance standards and best practices for internal and external users.
• Design and implement a standardized intake and review process to repurpose or update legacy learning content in alignment with new instructional design standards.