Senior Manager, Instructional Design

United States
Customer Success – Training /
Full Time /
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  
We are seeking an experienced Instructional Design leader with proven customer education leadership experience to help us transform the customer educational content at HHAeXchange. In this critical role, you will work alongside the Customer Training team to lead the design and development of world-class learning content including videos, knowledge articles, visual learning resources, power points, checklists, and more. We are looking to create content that is highly engaging, visually appealing, and designed following instructional design and adult learning best practices.
The Senior Manager, Instructional Design is a creative and highly collaborative role that will work cross functionally with Implementation, Customer Success, Product and Engineering, Marketing, and the Customer Care teams to design and deliver educational content that effectively accelerates product adoption and usage, reduces customer churn, and influences expansion.

This position is available to candidates currently residing in US Eastern or Central time zones.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

    • Design and develop world-class, self-service educational content and learning experiences for end users of HHAeXchange’s SaaS platform 
    • Lead a team of instructional designers and technical writers, providing vision, direction, guidance, development, coaching, and support to ensure the delivery of high-quality learning experiences and content
    • Serve as player-coach to work hands-on projects and model instructional design best practices for designing and developing instructionally-sound learning content and experiences
    • Lead and oversee the end-to-end instructional design process, ensuring the development of effective and learner-centric training materials
    • Monitor the timeline, progress, and completion of design deliverables across multiple project workstreams
    • Design and implement an effective framework for content architecture, a scalable content development process, and define instructional design quality standards that set a high bar for learning experiences and align with HHAeXchange’s voice, culture, and brand
    • Own the design, deployment, and on-going improvement of the LMS, knowledge base, and in-app learning and onboarding tools
    • Develop and implement a process to review feedback and data to assess the effectiveness of the learning experiences; to learn, iterate, and improve content; to analyze trends and develop proactive actions to improve the experience for future learners
    • Foster a collaborative and innovative team culture, encouraging creativity and excellence in Instructional Design

Other Job Duties

    • Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

    • Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

    • 7+ years’ experience in Instructional Design and designing and developing educational content for system of record SaaS products, with experience in the healthcare space strongly preferred 
    • Proficient in graphic design best practices, Instructional Design Methodologies (ADDIE, SAM, etc.), and Stakeholder and Project Management
    • Experience designing and developing self-service training content for the SMB and Mid-Market segments
    • Previous demonstrated ownership of building a self-service LMS and certification program for internal and external stakeholders that drive improved KPIs including adoption, usage, retention, expansion, and support ticket deflection 
    • Proficiency in instructional design software, e-learning authoring tools, multimedia editing software, and LMS administration
    • Knowledge of adult learning principles and end to end process to develop and deliver learning via multiple modalities and deployment methods
    • Ability to take complex topics and make them simple and digestible 
    • Excellent oral presentation skills, interpersonal communication, and writing skills 
    • Self-sufficient, self-starter with proven success taking ownership of training projects 
    • Demonstrates ability to be flexible, transparent, and team-oriented in a fast-growing environment 
    • Strong people management skills with the ability to operate cross-functionally to deliver on key business objectives 
    • Strong empathy for customers and passion for revenue and growth 
The base salary range for this US-based, full-time, and exempt position is $110,000-$120,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.