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Instructional Design Manager

June 3, 2026

<h1>Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.</h1><h1>By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?</h1><h2></h2><h1>Join us—Where your Career is a Force for Good!</h1>Job Description:<div><div>Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work. Where Your Career is a Force for Good! WHAT YOU NEED TO KNOW: Reporting to the Manager, Training Content/Delivery & QA, the Instructional Design Manager is responsible for designing customer-service-related training content and curriculum used in new hire training, refresher training, new product offerings and new business processes for Servicing Agents who handle Red Cross Training Services’ customer inquiries (voice, email, chat and text) related to: account maintenance, aquatics, class registrations, class logistics, billing, training certifications, course record entry, instructor bridging and Red Cross Learning Center troubleshooting support. This position will also develop sales-related training content and curriculum used in new hire training, refresher training, new product, business processes promotional training for TeleSales Specialists who sell Red Cross training classes and retail products to consumers and small business customers.   WHERE YOUR CAREER IS A FORCE FOR GOOD: <ul><li>Design new hire training and refresher training content and curriculum for Servicing Agents and TeleSales Specialists. Design and develop new training content and curriculum for Servicing Agents and TeleSales Specialists (e.g. new products, promotions, soft skills, selling skills, etc.) </li></ul><ul><li>Write effective learning objectives and apply recognized instructional design methodologies for adult learning and knowledge transfer. </li></ul><ul><li>Create interactive, engaging, effective training, utilizing the most current approaches and tools for virtual learning, including Articulate and AI (e.g., AI voiceover, simulations, gaming). </li></ul><ul><li>Evaluate training effectiveness and utilize feedback to improve training. Conduct needs assessments. Track training completion in Edge. </li></ul><ul><li>Digitize and maintain all training content and instructional materials on platform(s) that Customer Service/TeleSales Trainer and QA Manager and learners will be able to access for training delivery. </li></ul><ul><li>Build a deep understanding of all new and existing customer service and sales business processes and product offerings. </li></ul><ul><li>Track all customer service and/or sales process changes and ensure all changes have been incorporated in training curricula. </li></ul><ul><li>When needed, train Supervisors in new and revised products and businesses process so that they can effectively coach agents. </li></ul>  PAY INFORMATION: The salary range for this position is $64,800 -$86,400 This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.This role is not eligible for relocation assistanceWHAT YOU NEED TO SUCCEED:<ul><li>Education: Bachelor's degree required. </li></ul><ul><li>Experience: Minimum 5 years’ related experience required.  </li></ul><ul><li>Experience designing, tracking and evaluating customer training curricula for a remote workforce. </li></ul><ul><li>Experience designing, tracking and evaluating sales training content for training curriculum. </li></ul><ul><li>Experience translating process and system documentation into training. </li></ul>  WHAT WILL GIVE YOU THE COMPETITIVE EDGE :<ul><li>Knowledge of adult learning and instructional design principles. </li></ul><ul><li>Experience updating Salesforce.com Knowledge documents. </li></ul><ul><li>Knowledge of call-center operations and training a plus. </li></ul><ul><li>Experience creating online learning. </li></ul><ul><li>Proficiency in Articulate required. </li></ul><ul><li>Proficient with Microsoft Office Suite or related software </li></ul><ul><li>Ability to problem solve and work in fast-paced environment </li></ul><ul><li>Attention to detail </li></ul><ul><li>Demonstrate strong communication skills, both verbal and written. </li></ul><ul><li>Driven project management and organizational skills </li></ul>  BENEFITS FOR YOU: As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes: <ul><li>Medical, Dental Vision plans </li></ul><ul><li>Health Spending Accounts & Flexible Spending Accounts </li></ul><ul><li>PTO:  Starting at 15 days a year; based on type of job and tenure </li></ul><ul><li>Holidays:  11 paid holidays comprised of six core holidays and five floating holidays </li></ul><ul><li>401K with up to 6% match </li></ul><ul><li>Paid Family Leave </li></ul><ul><li>Employee Assistance </li></ul><ul><li>Disability and Insurance: Short + Long Term </li></ul><ul><li>Service Awards and recognition </li></ul></div></div><h2></h2><h2>Apply now! Joining our team will provide you with the opportunity to </h2><h2>make your career a force for good!</h2>The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws. AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an <a href="https://www.americorps.gov/partner/partnerships/employers-national-service" target="_blank" rel="noopener noreferrer">EONS</a> partner and share our employment opportunities with the network of organizations. Interested in Volunteering? Visit<a href="https://www.redcross.org/volunteer/become-a-volunteer/urgent-need-for-volunteers.html" target="_blank" rel="noopener noreferrer"> redcross.org/volunteertoday</a> to learn more, including our most-needed volunteer positions.To view the EEOC Summary of Rights, click here: <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank" rel="noopener noreferrer">Summary of Rights</a>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...