Job Summary
The Learning and Development Instructional designer/trainer leads the curriculum design and authoring for Product Support & Customer Care. Collaborating closely with Departmental Leadership, this role develops and facilitates comprehensive training programs. Responsibilities include deploying and facilitating training for both existing and new products, ensuring consistency in materials and processes, and coordinating with other departments to ensure seamless training deployment and certification of Product Support Agents.
Position Overview:The Learning and Development Instructional designer/trainer leads the curriculum design and authoring for Product Support & Customer Care. Collaborating closely with Departmental Leadership, this role develops and facilitates comprehensive training programs. Responsibilities include deploying and facilitating training for both existing and new products, ensuring consistency in materials and processes, and coordinating with other departments to ensure seamless training deployment and certification of Product Support Agents.
Responsibilities:- Evaluate existing curriculum & redesign for retention and engagement
- Lead training for new Product Support Agents within the Customer Experience department
- Collaborate with department leaders and subject matter experts to develop comprehensive training programs
- Deploy and facilitate training sessions for existing and new products
- Complete the final certification process for Product Support Agents
- Evaluate training effectiveness and recommend improvements
- Stay updated on product updates to ensure training materials remain current
- Participate in training needs analysis for new and updated processes
- Contribute to calibration and quality evaluations for training materials and instructions
- Identify opportunities and gaps in training curriculum for new product deployment
- Facilitate onboarding and continuous development training for Product Support team members
- Design and develop training materials that effectively support agents for whom English is a second language, ensuring content is clear, accessible, and easy to apply in customer interactions.
- Assess and report on training effectiveness
Education and Experience:- High school degree required, Bachelor's degree preferred
- 3+ years of experience with Instructional Design and curriculum development
- Advanced skill authoring courses in multiple platforms including Articulate 360 and PowerPoint
- Basic knowledge of diabetes as a disease state
- Project Management platforms experience - JIRA, Monday.com, Wrike
- Experience mentoring, coaching, or training team members
Preferred Skills and Competencies:- Prior experience training in a call center preferred
- Experience in medical device or clinical training industry
- Prior experience with a Learning Management System (LMS)
- Working knowledge of Microsoft Suite
- Contact center instructional design experience
- Demonstrated success of learning initiatives through data and reporting
Travel and Physical Requirements- Able to perform duties in a virtual environment
- Requires sitting and standing associated with a normal office environment
- Willingness and ability to travel as needed for team events or uptraining
- International travel up to 10% of the time
This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office. #LI-HybridAdditional Information:
Compensation & Benefits:For U.S.-based positions only, the annual base salary range for this role is $87,200.00 - $130,850.00This position may also be eligible for incentive compensation.We offer a comprehensive benefits package, including:• Medical, dental, and vision insurance• 401(k) with company match• Paid time off (PTO)• And additional employee wellness programsApplication Details:This job posting will remain open until the position is filled.To apply, please visit the Insulet Careers site and submit your application online.Actual pay depends on skills, experience, and education.
