Welcome to Warner Bros. Discovery... the stuff dreams are made of.
Who We Are...
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
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Your New Role
We are seeking an experienced Sr. CX Instructional Design Training Specialist to lead our instructional design team in creating and implementing effective training and learning solutions across the global market. This pivotal role focuses on the strategic development and optimization of customer service operations to ensure that our customer support team delivers exceptional service from day one and maintains high-quality interactions with customers across diverse global countries. The ideal candidate will possess a thorough understanding of instructional support. The Sr. CX Instructional Design Training Specialist will shape learning programs that comply with organizational goals and branding guidelines, ensuring consistency in voice and educational effectiveness at international levels.
Your Role Accountabilities
• Lead the instructional design team to ensure the development of engaging, effective, and pedagogically sound learning experiences.
• Collaborate with subject matter experts and organizational leaders to identify training needs and instructional end goals.
• Ensure training materials developed by the team are congruent with learning objectives and meet the instructional needs of the organization.
• Design, update, and implement instructional strategies and materials using various learning methodologies including eLearning, video, classroom training, interactive simulations, and new technologies.
• Oversee the quality assurance of training materials including course content, educational handouts, and instructional notes.
• Align all training materials with the organization's branding standards to maintain a consistent voice and visual presentation across all learning platforms.
• Manage multiple project timelines, deliverables, and stakeholder expectations effectively.
• Develop and monitor key performance indicators to evaluate the effectiveness of training programs and implement improvements as necessary.
• Provide development opportunities for team members and foster a positive work environment.
• Continuously explore new educational technologies and methodologies that can enhance learning experiences and outcomes.
• Facilitate training classes, as needed.
Skills and Experience Required
• 5+ years experience as an instructional designer, ideally within a CX or customer service-focused environment.
• Demonstrated ability to multitask effectively in a fast-paced, global environment.
• Proficiency with learning management systems (LMS) and modern eLearning authoring tools.
• Strategic thinker with a creative approach to problem-solving and meeting diverse customer needs.
• Flexibility required for global collaboration
How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.