Sr Specialist - Instructional Design

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Sr Specialist – Instructional Design based in the United States. We are seeking an experienced Senior Instructional Designer to create impactful, performance-driven training solutions for customer service teams supporting federal health benefits programs. In this role, you will transform complex policies, procedures, and program requirements into clear, engaging, and practical learning experiences. You will lead the end-to-end development of training materials, from initial analysis and instructional design to delivery, assessment, and continuous improvement. Working in a fast-paced environment with tight implementation deadlines, you will collaborate with cross-functional teams and subject matter experts to ensure training is accurate, compliant, and aligned with operational needs. Your work will directly contribute to employee readiness, service quality, and consistent program delivery. This is an opportunity to apply your instructional design expertise to a high-impact initiative while shaping learning experiences across multiple formats. \n Accountabilities

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. \n

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