Instructional Design Manager

📍 Job Overview

Job Title: Instructional Design Manager

Company: American Red Cross

Location: Statewide, NJ, United States

Job Type: Full-Time

Category: Learning & Development / Training Operations

Date Posted: 2026-06-01

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Remote Possible (within NJ)

🚀 Role Summary

• Leads the design and development of comprehensive training programs and curricula for customer service and sales teams, ensuring alignment with business objectives and adult learning principles.

• Leverages cutting-edge instructional design methodologies and technologies, including Articulate and AI-powered tools, to create engaging and effective virtual learning experiences.

• Drives the continuous improvement of training content by evaluating its effectiveness, gathering feedback, and implementing necessary revisions to enhance knowledge transfer and performance outcomes.

• Manages the digitization, maintenance, and accessibility of all training materials on designated platforms, ensuring trainers and learners have up-to-date resources.

• Collaborates closely with Subject Matter Experts (SMEs) and stakeholders to build a deep understanding of customer service and sales processes, product offerings, and business changes, translating complex information into actionable training content.

📝 Enhancement Note: While the role is listed as "Statewide, NJ," the "Remote OK" AI designation suggests flexibility for candidates within New Jersey. The focus on "customer-service-related training" and "sales-related training" for "Servicing Agents" and "TeleSales Specialists" indicates a strong emphasis on operational efficiency, sales enablement, and customer experience within the Red Cross's training services division. This role requires a blend of strategic instructional design thinking and practical content development for a dispersed workforce.

📈 Primary Responsibilities

• Design and develop new hire and refresher training content and curriculum for Servicing Agents and TeleSales Specialists, covering account maintenance, class registrations, billing, certifications, and troubleshooting.

• Develop engaging and effective training content for new products, business processes, and promotional initiatives for both customer service and sales teams.

• Write clear and measurable learning objectives, applying recognized instructional design methodologies (e.g., ADDIE, SAM) tailored for adult learners and practical knowledge transfer.

• Create interactive and engaging virtual learning modules using Articulate, AI tools (e.g., AI voiceover, simulations, gamification), and other modern approaches to enhance learner engagement and retention.

• Evaluate the effectiveness of training programs through feedback mechanisms, performance data, and needs assessments, utilizing insights to iteratively improve content and delivery methods.

• Digitize, organize, and maintain all training content and instructional materials on accessible platforms (e.g., Learning Management Systems, internal knowledge bases) for easy access by trainers and learners.

• Gain a thorough understanding of all new and existing customer service and sales business processes and product offerings to ensure training accuracy and relevance.

• Proactively track all customer service and sales process changes, ensuring all updates are accurately incorporated into existing and new training curricula.

• When necessary, train Supervisors on new and revised products and business processes to equip them with the knowledge to effectively coach their teams.

• Manage project timelines and resources effectively to ensure the timely delivery of high-quality training materials.

📝 Enhancement Note: The responsibilities highlight a critical role in operationalizing training for two distinct but related customer-facing teams. The emphasis on "digitizing and maintaining all training content" and "tracking all customer service and/or sales process changes" underscores the need for a systematic and process-oriented approach to training management, directly impacting operational efficiency and agent performance.

🎓 Skills & Qualifications

Education: Bachelor's degree required.

Experience: Minimum 5 years of related experience required.

Required Skills:

• Instructional Design Expertise: Proven experience in designing, developing, and evaluating training curricula for adult learners, specifically for a remote workforce.

• Virtual Learning Development: Demonstrated ability to create interactive and engaging virtual learning experiences using modern approaches and tools.

• Technology Proficiency: Required proficiency in Articulate software for e-learning development.

• Adult Learning Principles: Solid understanding and application of adult learning theories and instructional design methodologies (e.g., ADDIE, SAM).

• Content Translation: Experience translating complex process and system documentation into clear, digestible training materials.

• Needs Assessment: Ability to conduct thorough training needs assessments to identify skill gaps and performance opportunities.

• Project Management: Strong project management and organizational skills to manage multiple development projects simultaneously.

• Communication: Excellent written and verbal communication skills to effectively convey information to diverse audiences and stakeholders.

• Problem-Solving: Ability to identify and resolve issues related to training design, development, and delivery in a fast-paced environment.

• Microsoft Office Suite: Proficient with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook) or similar productivity software.

Preferred Skills:

• Sales Training Design: Experience specifically designing, tracking, and evaluating sales training content and curriculum.

• Call Center Operations Knowledge: Familiarity with call-center operations and training best practices is a plus.

• AI Tools Integration: Experience utilizing AI tools in training development (e.g., AI voiceover, simulations, AI-driven content generation).

• Salesforce.com: Experience updating knowledge documents within Salesforce.com.

• Learning Management Systems (LMS): Familiarity with LMS platforms for tracking training completion (e.g., "Edge" mentioned).

📝 Enhancement Note: The explicit requirement for Articulate and the preference for Salesforce.com knowledge point to key systems candidates must be familiar with. The call for experience with "customer training curricula for a remote workforce" and "sales training content" highlights the dual focus of this role. The mention of "AI" in the description and "AI Tools" as a preferred skill suggests the organization is looking for candidates to leverage emerging technologies in their instructional design practice.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Instructional Design Case Studies: Showcase a minimum of 3-5 diverse instructional design projects, including e-learning modules, facilitator guides, and job aids, demonstrating a range of complexity and learning objectives.

• Process Translation Examples: Provide examples where complex business processes or system documentation were successfully translated into clear, effective training materials. Highlight the challenges and solutions.

• Virtual Learning Demonstrations: Include links or screenshots of interactive virtual learning modules, emphasizing engaging elements, simulations, or gamified components developed using tools like Articulate.

• Needs Assessment & Evaluation Artifacts: Present samples of training needs assessments conducted and examples of how training effectiveness was measured and reported, demonstrating a data-driven approach to curriculum improvement.

• Project Management Samples: Showcase examples of project plans, timelines, or scope documents related to training development projects, illustrating organizational and project management capabilities.

Process Documentation:

• Workflow Design & Optimization: Demonstrate understanding of how to map current state workflows, identify inefficiencies, and design optimized workflows that can be effectively translated into training content.

• Implementation & Automation: Provide examples of how training materials were implemented and, where applicable, how automation was leveraged to streamline training delivery or content management.

• Measurement & Performance Analysis: Showcase how training performance was tracked against key metrics (e.g., completion rates, assessment scores, post-training performance improvements) and how insights were used for continuous improvement.

📝 Enhancement Note: For an Instructional Design Manager role, a robust portfolio is critical to demonstrate practical application of skills. The emphasis on "process translation," "virtual learning," and "evaluation" aligns with the core functions of this role, requiring candidates to showcase their ability to create impactful learning solutions that drive operational performance.

💵 Compensation & Benefits

Salary Range: $64,800 - $86,400 annually

Benefits:

• Health & Wellness: Medical, Dental, and Vision insurance plans.

• Financial Wellness: Health Spending Accounts (HSA) & Flexible Spending Accounts (FSA), 401K plan with up to a 6% company match.

• Time Off: Paid Time Off (PTO) starting at 15 days per year (based on job type and tenure), plus 11 paid holidays (6 core, 5 floating).

• Family & Support: Paid Family Leave, Employee Assistance Program, Short-Term and Long-Term Disability insurance.

• Recognition: Service Awards and recognition programs.

Working Hours: Standard 40-hour work week.

📝 Enhancement Note: The salary range is competitive for an Instructional Design Manager role with 5+ years of experience, particularly in the New Jersey region. The comprehensive benefits package offered by the American Red Cross is typical for a large, mission-driven non-profit organization, emphasizing employee well-being and long-term financial security. The mention of "floating holidays" offers flexibility in time off.

🎯 Team & Company Context

🏢 Company Culture

Industry: Non-profit / Humanitarian Services

Company Size: Large (10,000+ employees)

Founded: 1881

Team Structure:

• Reporting: The Instructional Design Manager reports to the Manager, Training Content/Delivery & QA. This indicates a structured hierarchy within the learning and development function.

• Collaboration: The role requires extensive collaboration with Subject Matter Experts (SMEs), Customer Service and TeleSales Trainers, and QA Managers to ensure training content is accurate, relevant, and effective. Cross-functional interaction with operational leaders is also implied for understanding business needs.

• Specialization: The learning and development team likely includes specialists in content creation, delivery, quality assurance, and potentially technology implementation, all working towards a unified goal of empowering Red Cross staff and volunteers.

Methodology:

• Data-Driven Improvement: The emphasis on evaluating training effectiveness and using feedback for improvement suggests a commitment to data-driven decision-making in learning and development.

• Agile Content Development: The need to quickly incorporate changes in products and processes implies an agile approach to content creation and maintenance, requiring flexibility and efficient design processes.

• Leveraging Technology: The explicit mention of Articulate and AI tools indicates a forward-thinking approach to leveraging technology for enhanced learning experiences and operational efficiency.

Company Website: https://www.redcross.org/

📝 Enhancement Note: The American Red Cross is a well-established, mission-driven organization. The culture likely emphasizes service, compassion, and a strong sense of purpose. For an operations-focused role like Instructional Design, this means training content will directly contribute to the effective delivery of critical services and support functions, requiring a clear understanding of the Red Cross's mission and operational needs.

📈 Career & Growth Analysis

Operations Career Level: This role is considered a mid-to-senior level management position within the Learning & Development function, specifically focused on operations enablement. It requires a blend of strategic design thinking and hands-on content development management.

Reporting Structure: The Instructional Design Manager reports to a Manager within Training Content/Delivery & QA, indicating a clear line of management and potential for upward mobility within the L&D or broader operations departments.

Operations Impact: The role has a direct impact on the efficiency and effectiveness of customer-facing operations by ensuring Servicing Agents and TeleSales Specialists are well-trained on products, processes, and customer interaction skills. High-quality training leads to improved customer satisfaction, increased sales, and more efficient service delivery, all critical operational metrics.

Growth Opportunities:

• Leadership Advancement: Potential to advance into a Senior Manager or Director role within Learning & Development, overseeing larger teams or broader training strategies.

• Specialization: Opportunity to deepen expertise in specific areas like sales enablement training, customer service training optimization, or advanced e-learning technologies.

• Cross-Functional Roles: Potential to transition into operational roles, program management, or project management within other departments where training and process improvement skills are valuable.

• Professional Development: The organization's mission-driven nature and size likely offer opportunities for professional development, attending industry conferences, and obtaining certifications relevant to instructional design and learning technologies.

📝 Enhancement Note: This role offers a solid foundation for a career in corporate learning and development, with a strong operational focus. The experience gained in designing and managing training for diverse customer-facing roles and leveraging modern technologies will be highly transferable and valuable for future growth within the American Red Cross or other large organizations.

🌐 Work Environment

Office Type: Likely a hybrid or fully remote work environment, given the "Remote OK" designation and the nature of instructional design work. The mention of "Statewide, NJ" suggests candidates should be based in or willing to relocate to New Jersey to accommodate potential in-person meetings or team collaboration days.

Office Location(s): While the role is statewide in NJ, specific office locations for any required in-person interactions would need to be clarified. The American Red Cross has numerous facilities across the country.

Workspace Context:

• Collaborative Environment: The role necessitates close collaboration with trainers, QA managers, and SMEs, implying a team-oriented environment that values shared knowledge and feedback.

• Technology-Enabled: Access to modern instructional design software (Articulate), AI tools, and potentially an LMS is expected, facilitating efficient content creation and delivery.

• Mission-Focused: Working within a humanitarian organization means the environment is likely driven by a strong mission, fostering a sense of purpose and impact among employees.

Work Schedule: A standard 40-hour work week is expected, with potential for flexibility common in remote or hybrid roles, though deadlines for training development projects may require focused effort.

📝 Enhancement Note: For candidates prioritizing remote work, confirming the exact expectations regarding any required in-office presence within New Jersey is crucial. The role's nature lends itself well to remote work, but organizational policies and team dynamics may dictate occasional in-person collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, likely focusing on relevant experience in instructional design, Articulate proficiency, and understanding of adult learning principles.

• Portfolio Review: Candidates will be asked to submit a portfolio showcasing their instructional design work. This is a critical step where the quality, variety, and impact of previous projects will be assessed. Be prepared to discuss your process, design choices, and the results achieved.

• Skills Assessment/Case Study: A practical assessment or case study may be administered to evaluate skills in areas such as writing learning objectives, designing a learning activity, or analyzing a training need. This might involve translating a provided business process into a training outline.

• Behavioral & Situational Interviews: Interviews will likely assess problem-solving abilities, project management skills, collaboration style, and how candidates handle challenging situations, particularly in relation to training development and stakeholder management. Questions about experience with remote teams and sales/customer service training will be common.

• Final Interview: A final interview with the hiring manager and potentially other key stakeholders to assess cultural fit, strategic thinking, and overall suitability for the role.

Portfolio Review Tips:

• Curate Selectively: Choose your strongest 3-5 projects that best represent your skills in Articulate, adult learning, and process translation.

• Quantify Impact: Where possible, include metrics or descriptions of how your training improved performance, efficiency, or sales outcomes.

• Showcase Process: Briefly explain your design process for each project (e.g., ADDIE, SAM), highlighting your problem-solving approach.

• Highlight Technology: Clearly indicate the tools used, especially Articulate and any AI tools.

• Tailor to Role: Emphasize projects related to customer service, sales, or remote workforce training.

Challenge Preparation:

• Instructional Design Fundamentals: Refresh your knowledge of adult learning theories, Bloom's Taxonomy, and common instructional design models.

• Articulate Proficiency: Practice creating interactive elements, quizzes, and simulations in Articulate. Be ready to discuss your preferred features and workflows.

• Process Analysis: Practice deconstructing a complex process into clear steps and identifying key learning points.

• Stakeholder Management: Prepare examples of how you've collaborated with SMEs and managed feedback from stakeholders.

• Company Mission: Understand the American Red Cross's mission and how training contributes to its overall goals.

📝 Enhancement Note: The portfolio review and potential case study are crucial for this role. Candidates should prepare meticulously to demonstrate not just their technical skills with tools like Articulate, but also their strategic thinking in designing effective learning experiences that drive operational results for the American Red Cross.

🛠 Tools & Technology Stack

Primary Tools:

• Articulate Suite (Storyline, Rise): Essential for creating interactive e-learning modules, simulations, and online courses. Proficiency is a requirement.

• Microsoft Office Suite: Includes Word for documentation, PowerPoint for presentations, Excel for data analysis and tracking, and Outlook for communication.

• AI Tools: Mentioned as a way to enhance training, this could include AI for voiceovers, content generation, simulations, or personalized learning paths. Specific tools may vary.

Analytics & Reporting:

• LMS (e.g., "Edge"): Used for tracking training completion, performance, and potentially learner progress. Understanding LMS reporting capabilities is important.

• Performance Data: Ability to interpret data related to agent performance, sales metrics, and customer service KPIs to inform training needs and evaluate effectiveness.

CRM & Automation:

• Salesforce.com: Preferred experience in updating knowledge documents within Salesforce, indicating a need for familiarity with CRM-based knowledge management.

• Potential Automation Tools: While not explicitly stated, automation might be used for workflow management, content deployment, or learner communication within the L&D function.

📝 Enhancement Note: Proficiency in Articulate is a non-negotiable requirement. Familiarity with Salesforce.com for knowledge management and any AI tools used in content creation will be significant advantages. The ability to work with an LMS and interpret performance data is also key to this role's operational focus.

👥 Team Culture & Values

Operations Values:

• Mission-Driven: A strong commitment to the American Red Cross mission of preventing and relieving suffering. This translates into a focus on creating training that directly supports humanitarian efforts and operational excellence.

• Efficiency & Effectiveness: Emphasis on designing training that is not only engaging but also highly effective in improving agent performance, reducing errors, and driving operational efficiency.

• Collaboration & Teamwork: A culture that values working together across departments and teams to achieve common goals, with a strong emphasis on communication and mutual support.

• Continuous Improvement: A mindset of always seeking ways to enhance processes, learning, and outcomes through data analysis, feedback, and innovation.

• Integrity & Accountability: Upholding high ethical standards and taking responsibility for one's work and its impact.

Collaboration Style:

• Cross-Functional Integration: Expect to collaborate closely with trainers, QA specialists, customer service and sales managers, and potentially product development teams to ensure training is aligned with business needs and operational realities.

• Feedback-Oriented: A culture that encourages constructive feedback to improve both training materials and operational processes.

• Knowledge Sharing: Practices likely promote sharing best practices, lessons learned, and innovative approaches within the L&D team and across operational departments.

📝 Enhancement Note: The American Red Cross's core values of humanity, compassion, integrity, and dedication are likely reflected in its internal culture. For an Instructional Design Manager, this means understanding how training contributes to these values and supporting employees in delivering on the organization's mission.

⚡ Challenges & Growth Opportunities

Challenges:

• Rapidly Evolving Processes: Keeping training content up-to-date with frequent changes in customer service processes, sales products, and organizational policies requires agility and efficient content management.

• Remote Workforce Engagement: Designing and delivering training that effectively engages and retains a dispersed remote workforce presents ongoing challenges in ensuring consistent learning experiences and motivation.

• Balancing Design & Management: Juggling the demands of hands-on instructional design with managerial responsibilities, project oversight, and stakeholder communication can be demanding.

• Measuring Training ROI: Quantifying the direct impact of training on operational metrics (e.g., sales conversion rates, customer satisfaction scores, reduced call times) can be complex but is crucial for demonstrating value.

Learning & Development Opportunities:

• Advanced Instructional Design: Opportunities to explore and implement advanced learning design strategies, gamification, simulations, and personalized learning paths.

• AI in Learning Technologies: Potential to lead or contribute to initiatives exploring the integration of AI tools for content creation, delivery, and learner support.

• Leadership Development: Training and mentorship programs focused on enhancing leadership, project management, and strategic planning skills.

• Industry Best Practices: Access to professional development resources, industry conferences, and potentially certifications in instructional design, e-learning, and learning technology.

📝 Enhancement Note: This role offers significant opportunities for professional growth by tackling complex training challenges within a large, mission-driven organization. The focus on leveraging technology and measuring impact will provide valuable experience for career advancement in the L&D and operations fields.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for designing a training program for a new product launch within a customer service or sales team. How would you ensure it's effective for a remote workforce?" (Focus on ADDIE/SAM, needs assessment, learning objectives, content development, and evaluation).

• "How do you ensure your training content remains current and accurate when business processes or product offerings change frequently?" (Highlight change management processes, collaboration with SMEs, and content maintenance strategies).

• "Walk us through a challenging project where you had to translate complex technical information or system processes into an engaging training module. What was your approach, and what was the outcome?" (Prepare a specific, quantifiable example from your portfolio).

Company & Culture Questions:

• "What interests you about the American Red Cross mission and this specific role?" (Connect your passion for service with your expertise in instructional design).

• "How would you foster collaboration between your team, trainers, and operational stakeholders to ensure training alignment?" (Discuss communication strategies, feedback loops, and proactive engagement).

Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio projects as stories – problem, solution, result.

• Focus on Impact: For each project, clearly articulate the problem you solved, the learning solution you designed, and the measurable impact it had.

• Demonstrate Process: Explain your design methodology and how you collaborated with stakeholders.

• Highlight Tools: Clearly point out your proficiency with Articulate and any other relevant technologies.

• Be Concise: Prepare a brief overview for each project and be ready to dive deeper into specific examples as requested.

📝 Enhancement Note: Candidates should prepare to demonstrate not only their technical instructional design skills but also their ability to think strategically about how training impacts business operations and contributes to the American Red Cross's mission. Quantifiable results and clear communication are key.

📌 Application Steps

To apply for this Instructional Design Manager position:

• Submit your application through the provided link on the American Red Cross Careers portal.

• Portfolio Customization: Curate your portfolio to prominently feature 3-5 of your strongest instructional design projects, emphasizing those that involved designing for remote teams, customer service, or sales enablement, and clearly showcasing your Articulate expertise.

• Resume Optimization: Tailor your resume to highlight keywords such as "Instructional Design," "Adult Learning," "Articulate," "Curriculum Development," "Needs Assessment," "Virtual Learning," and any experience with CRM systems (like Salesforce) or AI tools. Quantify your achievements whenever possible.

• Interview Preparation: Practice articulating your design process, project successes, and how your skills align with the American Red Cross's mission and the specific requirements of this role. Prepare to discuss your experience with remote training and your approach to measuring training effectiveness.

• Company Research: Familiarize yourself with the American Red Cross's mission, values, and recent initiatives. Understand the scope of their training services and how this role contributes to their operational goals and humanitarian efforts.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.