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Instructional Design Specialist
2 weeks ago
Job Description Summary:
The Instructional Design & Delivery Specialist is responsible for designing and leading the Training and Development strategy for Customer Success. This role acts as the key learning point of contact for all departments and external customers, supporting the development, improvement and implementation of Compliance and client related training initiatives within Apple Express. This role will also act as a resource for audits and inspections and assist in the development of relevant operational procedures, as well as be expected to lead continuous improvement projects, as it pertains to training, targeting key areas of the business while demonstrating success based on measurable outcomes such as KPIs, YoY complaint reductions. The Instructional Design Specialist will report to Director of Quality, EHS & PMO.This key individual will provide support for all Compliance Training needs and liaise with our customers and vendors to translate their requirements to clear directions for our fulfilment network and employees. Limited travel might be required.
Essential Duties and Responsibilities (Job Key Contributions/Task)
- Partner with department managers and key stakeholders when ensuring company training requirements are being met and undertaking continuous improvement projects.
- Edit and develop online learning materials; analyze, update, and refine existing online content.
- Write scripts for video and audio content.
- Work with technical staff to troubleshoot problems reported by users.
- Coach and guide managers on use of training methods and techniques for training and coaching employees.
- Facilitate training in-person and on-line to employees or Independent Contractors/vendors when required.
- Train employees in how to use learning technologies.
- Keep current on best practices in instructional design.
- Review training compliance, highlight pending training, unmet training and support completion.
- Together with functional leads/department managers, ensure that regulatory training requirements are met.
- Provide training in pertinent transportation legislation such as TDGA.
- Assist in delivery of mandatory training that includes AODA, ISO900:2015, Health & Safety policies etc.
- Lead the creation and delivery of Compliance Training materials and training implementation.
- Deliver a range of Compliance Training using Learning Management Systems, classroom and remote training tools.
- Analyze and assess Compliance Training needs for employee population, Independent Contactors (IC’s) and vendors on all levels.
- Develop and organize training scripts, manuals and multimedia visual aids.
- Develop and maintain: Compliance Training programs, curricula, assessment/certification and corresponding tools;
- Monitor and review the progress of trainees through questionnaires and discussions with managers.
- Conduct regular needs assessments and make recommendations on new training initiatives that will improve the customer experience.
- Support the conduct of inspections and audits and closely collaborate with the QA department in preparation of internal audits and regulatory inspections including preparation, review and provision of relevant documents, assigning roles and responsibilities for each audit/inspection.
- Analyze audit and inspection findings and suggest remediation, where relevant.
- Ensure that Health and Safety policies, operational procedures and work instructions are maintained in control manner.
- Perform other duties as assigned.
Qualifications and experience:
- University degree or College Diploma in instructional design, education, or related field or 3-5 years’ work experience in a training role with training design
- Exceptional written and verbal [English] communication skills - French would be an advantage.
- Creativity and proficiency in designing technical trainings (for in-person and on-line delivery, e-learnings, training videos, etc.)
- Knowledge of instructional theory, including assessment; Training and classroom instruction proficiency.
- Experience using authoring software to develop interactive training experiences for different audiences throughout an organization
- Proficiency with administering a learning management system (LMS)
- Excellent project management and organizational skills
- Experience with design platforms, such as Articulate 360 and Adobe Creative Cloud.
- Effective communication skills with individuals at all levels of the organization.
- Computer (Windows) literate with advanced skills the MS Office suite; PowerPoint, MS Project, Visio and Adobe Acrobat.
- Able to build and maintain lasting relationships with corporate departments, key external stakeholders.
- Demonstrable collaborative approach to problem-solving and continual improvement.
- Certified Training and Development Professional certification (CTDP) would be an asset.
English is the principal language for this position. This position requires good written and verbal communi
