Learning Development Program Manager, Instructional Designer

The application window will be open until at least March, 17, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Technology never stops evolving. Part of the educational team, Instructional Designers know what our teams need to know and how to teach it. Using learning principles, you develop GFiber's training programs by assessing needs, designing curriculum, and coordinating rollout to stakeholders all over the country. You evaluate training opportunities, participant satisfaction, and program stability to ensure GFiber's technical development programs are increasing knowledge and teaching skills that are truly valuable. From face-to-face facilitation to collaborative webinars, training programs can take any form and need to be translated for employees of all backgrounds, levels, and regions.

Role Description

As an L&D Program Manager, Instructional Designer, you'll take ownership of the design and production of education materials to ensure quality and impactful deliverables. Focusing specifically on Network Operations scope — but with opportunities to work with multiple other partners as well — you'll participate in the entire instructional life-cycle including designing, developing, piloting, and measuring the effectiveness of training programs and track record of delivery on objectives and impact at scale. You will project/program manage learning solutions and develop learning solutions for multiple delivery methods including instructor-led, hands-on lab sessions, virtual, eLearning, and blended instruction. Finally, you'll lead the design and development of technical skill enhancement, operational efficiency and performance optimization processes, conduct ongoing analysis of training programs, and performance trends to ensure objectives remain at the front of the field.

In this role, you'll:

• Develop and implement training programs focused on improving NOC (Network Operations Center) operational processes, including incident handling, change management, and problem management.
• Create learning paths that emphasize efficient troubleshooting workflows, standardized operational procedures, and fosters effective communication and collaboration between the NOC and other technical teams, such as engineering and field operations.
• Create, manage, and maintain interdependent blended learning project plans by setting project milestones, communicating status, identifying and escalating potential setbacks of moderate to high complexity, customer impact, and scope by partnering closely with colleagues (Customer Experience, Engineering, Legal, Government Relations, HR, Communications, and other functions) to align on scope, deliverables, and schedule.
• Excel at the foundational skills of project management and create/track/document project timelines, status, and risks anticipating and creatively solving (or escalating) roadblocks when they arise to ensure on-time project completion. Lead meetings, take notes, distribute and monitor action items, and present on the status of projects to organizational leadership with regular project status updates and project metrics/statistics.
• Ensure L&D projects remain in alignment with their original business cases as they are executed driving project delivery, build consensus, and challenge proposals when appropriate. Analyze data to identify trends by establishing strong performance management tactics, including a measurement methodology/Key Performance Indicators aligned to the overall business.
• Use  problem solving and analytical skills to gather and analyze large amounts of data to solve business problems and drive process improvements.
• Act as the ultimate protector of the customer to ensure nothing is launched without being ready operationally, as well as technically.

At a minimum we'd like you to have:

• Bachelor’s degree or 5 years of relevant work experience in Learning & Development operations, Instructional Design, or program/project management.
• 5 years of experience understanding ITIL (Information Technology Infrastructure Library) best practices for service management. 
• 5 years of experience developing and implementing operational procedures in a NOC or operations environment with network monitoring, ticketing, and troubleshooting tools, including OSS (Operation Support Systems) functionalities (Fault Management and ticket administration).
• Experience with L&D systems and tools including Articulate 360, Storyline, Captivate, Camtasia, Adobe tools, and learning management system administration.
• Experience designing, implementing, and managing blended learning content or reinforcement learning.
• Project management and full-cycle project planning experience while working cross functionally with ability to manage multiple, competing priorities simultaneously.

It's preferred if you have:

• 8 years of Experience in developing and implementing operational procedures in a NOC or operations environment with network monitoring, ticketing, and troubleshooting tools, including OSS (Operation Support Systems) functionalities (Fault Management and ticket administration).
• 8 years of experience in learning and development.
• Experience with designing, troubleshooting, and analyzing network routing protocols (BGP, OSPF) and experience with network equipment providers (e.g., Juniper, Ciena, Nokia). 
• Customer-minded approach to solving problems and supporting solutions.
• Ability to work autonomously with a team-oriented work style and inspire trust by demonstrating sound judgment and integrity while communicating effectively with multiple levels, including executive leadership.
• PMI certification or related project management certification

The US base salary range for this full-time position is between $114,000 - $167,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.