Instructional Designer

Job Description

Job Description

Who we Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

Position Summary

Reporting to the Manager, Training the I nstructional Designer , Training is responsible for the design and development of training materials focused on the OHS organization. As an essential part of our training team, responsible for creating engaging and effective learning experiences for our employees. You will collaborate with subject matter experts to design and develop training materials and courses that align with our organizational goals. Your role will involve designing content, selecting appropriate delivery methods, and ensuring that our training programs are engaging, interactive, and impactful. This requires creating materials for the classroom, computer-based training storyboards, job aids, and other training aids as needed. This role may also develop courses or collaborate with external vendor partners for course development.

This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to:

• Assists business partner with documentation of current and new processes resulting from technology, regulatory, and business changes.
• Ensures continuity and alignment of the training curriculum (i.e., Corporate values, leadership concepts/models, business strategies, etc.)
• Responsible for technical writing and processing documentation
• Collaborate with Training Supervisor/Manager, subject matter experts (SME), and other training professionals to understand strategies and develop training content.
• Coordinates with Training Manager to produce training materials (e.g., manuals, displays, activities, documentation).
• Designs instructor-led or computer-based training programs, applying sound design principles and methodologies to address needs.
• Develops and updates instructor-led materials (participant and facilitator guides), develops interactive exercises, and creates evaluation measures to ensure learning and transfer of concepts are taking place.
• Interacts with external vendors on training design to deliver a quality finished product.
• Responsible for creating the training design and identifying appropriate learning objectives.
• Collaborate with subject matter experts and training managers to identify training needs and goals.
• Design and develop a wide range of training materials, including e-learning courses, instructor-led materials, videos, and job aids.
• Utilize instructional design principles and adult learning theories to create effective and engaging training content.
• Select and implement appropriate instructional strategies and delivery methods based on content and audience.
• Create interactive and visually appealing training materials using authoring tools and multimedia elements.
• Conduct needs assessments to determine the effectiveness of existing training programs and recommend improvements.
• Ensure that training materials are compliant with industry standards and regulations.
• Stay updated with emerging trends and technologies in instructional design and incorporate innovative approaches into training programs.
• Collaborate with the training team to evaluate and assess the effectiveness of training initiatives and make necessary adjustments.
• Assist in the maintenance and updating of the organization’s Learning Management System (LMS)
• Manage and prioritize multiple projects, meeting deadlines and quality standards.
• Other duties as assigned by leadership.

We're Excited if This is You

Experience and Qualifications of the Role

• 3+ year experience within instructional design experience.
• In-depth knowledge of call center operations, customer service principles and best practices.
• Strong knowledge of adult learning principles.
• Adaptability to fast-paced, dynamic call center environments.
• Strong interpersonal skills to work effectively with trainers and other stakeholders.
• Creativity and innovation to design engaging and interactive training content.
• Effective time management, organizational skills, and the ability to work under pressure
• Proficiency in creating and delivering training materials, both in-person and online

Computer Skills Needed to Perform this Job

• Proficiency in Microsoft and Google Suites
• Strong Excel skills required
• Prefer knowledge learning management systems and e-learning tools
• Knowledge of E-Learning Authoring Tools
• Knowledge of Video Editing Software

E ducation

• Bachelor’s degree in business (or relevant experience)

Certificates, Licenses, Registrations

• N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $71,145 - $103,400 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation : We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage : Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match : Secure your future with our robust retirement plan.
• Defined Contribution Arrangement : 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
• Generous Paid Time Off : Take the time you need to recharge and relax.
• Education Assistance Program : Invest in your growth and development with our support.
• FSA/HSA Options : Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness : Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture : Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Creativity -Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Innovation Management -Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.

Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.