Knowledge Designer

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit

Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.

Position Summary:

The Knowledge Designer is a key partner in the development of engaged, effective associates to support Agero in reaching their goal of providing the best service to our clients. They are responsible for the analysis, design, development, and evaluation of learning solutions in support of a wide variety of business initiatives.

In partnership with the Knowledge Management and Delivery Team and Various Operations Departments, the Instructional Designer will create innovative learning solutions and support resources to meet specific business needs using a variety of methodologies; eLearning, self-directed, gamification, instructor-led, interactive tools, etc. Solutions will focus on improving associate performance and/or providing a greater ROI for the Agero business. The role has significant interface with many levels of the organization and must be able to build and maintain strong business relationships.

Key Outcomes:

• Develop innovative design solutions using technology and non-technology methods to create asynchronous/synchronous/blended learning solutions, Instructor Led Training, job aides, facilitator guides/resources, etc.
• Develop learning solutions using a variety of tools including: e-learning software, virtual learning platforms, AI enabled technologies, and standard Agero templates.
• Design assessments to validate learning and learner’s ability to apply newly learned skills and behaviors.. Use the results of those assessments to improve learning programs.
• Using various scorecard metrics and results, measure the impact of improved skills/behaviors against desired business results. Adjust learning experiences where necessary.
• Simultaneously lead multiple projects of varying size using project management tools and processes.
• Engage with business unit SMEs to ensure the accuracy of all learning content.
• Partner with colleagues across the Enterprise to identify opportunities for improving business performance through learning programs, tools and resources. Action those findings to drive improvement.
• Facilitate Train the Trainer Sessions and training as required by the business needs.

Knowledge, Skills and Abilities:

EDUCATION : College Degree or equivalent work experience. Formal training in Instructional Design, job aid design, adult learning theory, delivery systems and evaluation techniques is preferred.

EXPERIENCE: 4-7 years of experience designing and developing engaging, effective learning programs. 2 - 4 years experience as an engaging facilitator. Proven experience working in, or supporting, a dynamic high-volume service or sales organization where flexibility is a core skill. Strong experience project managing the analysis, design, development, implementation, and evaluation of learning programs and initiatives. Experience using e-learning and distance learning tools required. Moderate proficiency in Articulate Storyline is preferred.

Role Based Competencies:

• End-to-End Learning Design Architecture: Capable of leading the full analysis, design, development, implementation, and evaluation (ADDIE) lifecycle to create synchronous, asynchronous, and blended enterprise learning modules.
• Data-Driven Impact Evaluation: Can leverage business scorecard performance metrics, assessments, and client feedback to measure the behavioral impact of learning programs and systematically refine solutions to maximize ROI.
• Project Management Lifecycle Application: Demonstrates the ability to concurrently lead multiple instructional projects of varying scopes, utilizing project management frameworks to track milestones and balance resources.
• Consultative Subject Matter Expert (SME) Engagement: Skilled at actively listening to and consulting with multi-departmental business units, translating raw operational data into interactive, human-centric learning experiences.
• Technological Integration & Modernization: Proficient in leveraging advanced e-learning authoring tools (e.g., Articulate Suite) and deploying AI-enabled technologies to scale the production of gamified or self-directed modules.
• Visual Storytelling & Graphic Design: Possesses strong spatial, graphic, and user interface (UI) layout design abilities, ensuring that digital learning assets are visually engaging and intuitive to navigate.

Hiring In:

• United States: Arizona, California, Florida, Georgia, Illinois, Massachusetts, Michigan, New Hampshire, New York State, New Mexico, North Carolina, Tennessee, Virginia

The anticipated closing date to submit applications for this role is August 18, 2026. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings.

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

National Pay Range

$69,000—$94,000 USD

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being:

Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
  • For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
• Family Support: Parental planning benefits to assist associates through life’s milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.

*Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future.

*It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.