About the roleAs an Instructional Designer on the Field Enablement team, you are a master architect of learning experiences. You will be responsible for designing, developing, and maintaining engaging and effective learning programs that drive performance and business outcomes. You'll partner closely with subject matter experts (SMEs), project managers, and frontline leaders to conduct needs analysis, outline learning objectives, and build scalable learning solutions. Your work will directly impact the speed at which our frontline teams become proficient and the quality of the experience we deliver to pros and customers.
What you'll do- Lead end-to-end instructional design for complex, high-impact learning programs, owning projects from needs analysis through evaluation while balancing scope, sequencing, and tradeoffs to maintain quality and delivery commitments across multiple initiatives.
- Design learning ecosystems that extend beyond formal training through social, experiential, and digital reinforcement aligned with the 70/20/10 model, applying Action Mapping and performance consulting techniques to drive measurable behavior change.
- Partner closely with cross-functional stakeholders and SMEs to translate business goals into effective learning strategies, surfacing performance gaps, reframing solution requests, and articulating tradeoffs to align on the right instructional approach.
- Develop assessments and evaluation plans to measure program effectiveness, analyzing outcomes across Kirkpatrick Levels 1-3 and contributing insights tied to business performance.
- Contribute to content governance, peer review, and instructional design standards to ensure quality, consistency, and scalability, while maintaining and evolving existing learning programs to reflect product updates, process changes, and shifting business priorities.
- Actively use AI tools such as Claude/OpenAI to design, develop, and iterate on asynchronous learning content, applying builder-level fluency to improve speed, quality, and design fidelity.
- Create basic multimedia assets including screen recordings, short-form video, and AI-assisted voiceover content in support of learning programs. Full production capability not required.
In order to be successful, you must bring- 4-6 years of experience in instructional design, curriculum development, or performance consulting, preferably in a high-growth tech or call center environment.
- A strong portfolio demonstrating ownership of complex learning programs and a variety of instructional modalities.
- Solid expertise in instructional design models (e.g., ADDIE, SAM) and adult learning theory, with working knowledge of Action Mapping or performance consulting approaches.
- Demonstrated hands-on experience using AI tools (e.g., Claude/OpenAI) to build asynchronous learning content. Builder-level fluency preferred - active use in a design workflow, not just familiarity.
- Strong project management and stakeholder partnership skills, with the proven ability to independently own projects from needs analysis through evaluation without requiring manager design direction.
- Demonstrated ability to collaborate cross-functionally (e.g., Product, Engineering, Ops) and communicate design rationale clearly to diverse audiences.
- A learner-first mindset with a commitment to continuous improvement, experimentation, and high-quality design standards.
Expected salary ranges- For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $84,200 - $108,900
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
