Instructional Designer is looking for an Instructional Designer, Customer Care who has experience with train the trainer, elearning and creating content.  Come join a team who puts the customer at the center of everything we do! This can be your chance to make a difference in the life of an everyday traveler!

This candidate should have a passion for supporting the family, with a focus on training. In this position you will work with all departments to make sure that our contact center agents are a reflection of our values. The goal is an informed agent pool and customer care team.

Key Responsibilities:

  • Collaborate with subject matter experts and training staff to build dynamic content for all contact center agents.
  • Build training assessment tools that identify gaps in training development/delivery, design and fix curriculum to close gaps and achieve KPI’s.
  • Conduct Train the Trainer sessions with certified trainers at centers.
  • Perform needs analysis, develop facilitator guides, lesson plans, evaluations as well as conduct training for Trainers that aligns with the organization’s business goals.
  • Ensure that all training is multimodal and localized to all agent populations.


  • 2 years’ experience building training content, or educational equivalent
  • Knowledge of training theory: ADDIE Model, RCD, SAM Model
  • Experience with elearning tools: Captivate, Articulate, any LMS
  • Problem solving: Uses sound business judgement to implement initiatives
  • ROI/Business Planning: Ability to manage a budget and build strong business case and ROI assumptions for training investment
  • Experience with contact centers a plus


Meet Some of's Employees

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Imran leads a team of engineers that builds and maintains's Packages API—powering’s web and mobile systems for its airlines and vacation packages products.

Mike G.

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