Sr Specialist - Instructional Design

• Lead the design, development, and implementation of comprehensive onboarding and training programs for customer service representatives supporting federal health benefits programs.
• Translate complex policies, procedures, system requirements, and approved guidance into accessible, engaging, and performance-focused learning materials.
• Develop and deliver training solutions across multiple modalities, including instructor-led training (ILT), virtual instructor-led training (VILT), eLearning, videos, simulations, and interactive learning activities.
• Create instructional resources such as facilitator guides, participant workbooks, storyboards, scripts, job aids, infographics, case studies, role-playing exercises, knowledge checks, and proficiency assessments.
• Manage instructional design projects from concept to completion, establishing project plans, milestones, timelines, and deliverables while maintaining quality and scope.
• Partner with Operations, Knowledge Management, Quality, Technology, and other stakeholders to gather requirements, define learning objectives, validate content, and ensure alignment with business processes.
• Design qualitative and quantitative assessment tools to measure learner comprehension, competency development, and training effectiveness.
• Review, evaluate, and continuously improve existing and proposed onboarding curricula to address evolving business needs and performance gaps.
• Establish and maintain regular training content review and maintenance cycles to ensure accuracy, relevance, and consistency throughout the program lifecycle.
• Communicate project progress, risks, and updates clearly to team members, stakeholders, and senior leadership through status reports, email, and virtual meetings.
• Support rapid program launches and implementation initiatives by developing effective training materials from the ground up within compressed timelines.
• Perform additional responsibilities as assigned to support program objectives and operational success.

Requirements

• Bachelor's degree in a relevant field and at least five years of related professional experience, or an equivalent combination of education and experience.
• At least three years of progressive instructional design experience, preferably using Articulate 360, including Storyline and Rise 360.
• Experience developing storyboards, instructional scripts, engaging presentations, and multimedia learning content.
• Experience with instructional design and content creation tools such as Articulate Storyline, Rise 360, Adobe Captivate, Canva, or comparable platforms.
• A background in corporate Learning and Development, ideally with at least five years of experience designing and delivering employee training programs.
• Demonstrated ability to analyze business performance gaps and translate findings into strategic learning objectives and effective training solutions.
• Strong visual design skills and the ability to create engaging, audience-appropriate learning experiences across different formats.
• Applied knowledge of instructional methodologies and learning technologies, including classroom-based, virtual, and online training.
• Experience developing scenario-based learning, simulations, practical exercises, and assessments that evaluate knowledge retention and job proficiency.
• Familiarity with Learning Management Systems (LMS) and learning content lifecycle management, including maintenance, updates, and continuous improvement.
• Experience designing training for customer service or contact center operations, preferably in environments requiring consistent processes and high-quality service delivery.
• Demonstrated success supporting rapid program implementation, operational transitions, or launches that require training development under tight deadlines.
• Ability to collaborate effectively with subject matter experts, senior leaders, and cross-functional teams, building strong relationships and maintaining alignment across stakeholders.
• Excellent project management, communication, analytical, and organizational skills, with the ability to manage competing priorities and deliver high-quality work within established timelines.
• Experience supporting federal government programs or operating in highly regulated environments is preferred.
• Knowledge of Federal Employees Health Benefits (FEHB), Postal Service Health Benefits (PSHB), benefits administration, eligibility verification, or related programs is an advantage.
• Familiarity with the appropriate handling of personally identifiable information (PII), protected health information (PHI), and other sensitive data.
• Must be a U.S. citizen and able to pass a federal background check.
• Must have a suitable home workspace, a reliable power supply, and an internet connection meeting the role's technical requirements: at least 25 Mbps download speed (50 Mbps for shared connectivity), at least 5 Mbps upload speed, and an Ethernet connection to the home router using a Category 5 or 6 cable.
• Must be able to work remotely and meet the technical and security requirements of the position.

Benefits

• Annual salary: $72,000–$80,000, depending on qualifications, relevant experience, work location, and other compensation considerations.
• Remote work: Fully remote position within the United States, offering flexibility to work from home.
• Equipment provided: Work equipment is supplied, subject to the position's remote-work requirements.
• Healthcare coverage: Access to health insurance benefits.
• Insurance protection: Life and disability insurance coverage.
• Retirement planning: Access to a retirement savings plan.
• Paid time off: Paid holidays and paid leave.
• Additional rewards: Potential access to short- and long-term incentives or program-specific awards, where applicable.
• Professional impact: The opportunity to contribute to a significant federal health benefits initiative and develop learning solutions that improve employee readiness and service quality.
• Important employment conditions: This is a temporary, limited-service role, and the position is contingent upon contract award. Compensation and benefits are subject to applicable program terms and employment conditions.