Instructional Designer

Seattle, WA
Customer Success – Education Services
The Role

We are searching for an Instructional Designer to help lead our customers to success. Our gritty Educational Services team provides vital product and Change Management education, allowing our customers to succeed. The Instructional Designer role at Outreach carries an incredible amount of responsibility. Your decisions and products will impact each and every customer. Internally, the Instructional Designer's impact will be felt company-wide through reducing support tickets and customer calls, and increasing customer love. It’s a lot to ask, but the team member we choose will work tirelessly with our teams and clients to solve problems, think strategically, and create products.

Your Daily Adventures Will Include

    • Collaborate with internal Product, Success, and Marketing teams to determine key needs and areas of focus for education content
    • Work with go-to-market teams to capture latest functionality releases for internal enablement and external education
    • Create and maintain scoping of education projects to inform everyone of what will and won’t be included from Educational Services
    • Work with product design teams to provide feedback on intuitive actions to improve UX
    • Occasionally review requests from customers to understand their unique training needs
    • Design performance-based, measurable assessments which directly align to learning objectives
    • Create training assets and supporting resources including videos, job aids, assessments, and other collateral
    • Managing and administering the Learning Management System (LMS) and other learning systems
    • Training and supporting teams in the use of the LMS and other learning systems
    • Upload and test courses in the LMS
    • Generating custom reporting from learning systems to measure learning object usage rates and training completion rates, and tie to business outcomes
    • Testing and performing adoption studies for newly released functionality for all learning systems
    • Recommending future improvements to content management, workflow processes, and user experience
    • Creating, deploying, and analyzing learning evaluations

Basic Qualifications

    • Be able to function as a subject matter expert by understanding core product functionality, and improve deliverability timelines by reducing review bottlenecks
    • Maintain working knowledge of customers’ different personas and use cases
    • Continuously provide perspective on the problems customers face, and how to translate customer and support requests into learning actions
    • You are focused on providing simple, clear communication for ease of audience consumption
    • Strive to harbor a solid understanding of the ever-evolving ways that our platform may be used by various customer personas
    • Be obsessed with the learner’s experience and applying best practices in adult learning to your design
    • Delivering value quickly to the customer is at the top of your list and you take a highly iterative approach to your design
    • You want to work on a product that has traction at a company that is already crushing it, and you want to be the person who takes a customer experience that is already pretty good, and makes it completely amazing
    • Responsibility to identify, create, and incorporate the most effective and innovative practices in the learning industry is the kind of responsibility you thrive under
    • Genuine passion for making other people successful, both our customers and your fellow teammates, comes naturally for you
    • Unrelenting curiosity can be described as one of your best assets
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion
Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen