About the Role
As a member of SIDE's Global Player Support organization, the Instructional Designer is responsible for designing, developing, and continuously improving learning solutions that support onboarding, operational readiness, and long-term service excellence across our global Player Support programs.
Working closely with Learning & Development, Operations, Quality, Subject Matter Experts (SMEs), and client stakeholders, you will transform operational knowledge into engaging, learner-focused experiences that accelerate knowledge acquisition, improve performance, and ensure teams are prepared to deliver exceptional player support.
Every role follows a structured onboarding and development pathway designed to build confidence, strengthen operational knowledge, and prepare individuals for success in a live support environment.
What You'll Be Doing
- Design, develop, and maintain engaging learning materials for onboarding, upskilling, and continuous learning programs.
- Create instructor-led, virtual instructor-led, self-paced, and blended learning content using instructional design best practices.
- Translate complex operational processes, workflows, and product knowledge into clear, learner-friendly training materials.
- Develop structured learning paths, certification programs, knowledge checks, assessments, and practical learning activities.
- Partner with Operations, Training, Quality, and Subject Matter Experts to gather requirements and ensure learning content reflects current operational processes.
- Support knowledge transfer activities during new client implementations, program transitions, and process changes.
- Continuously review and update learning content based on operational feedback, quality insights, learner performance, and business requirements.
- Maintain version control and governance across learning documentation, job aids, facilitator guides, participant materials, and knowledge repositories.
- Evaluate learning effectiveness through learner feedback, assessment results, and operational performance metrics to recommend improvements.
- Ensure learning content aligns with adult learning principles and supports different learning styles.
- Contribute to continuous improvement initiatives by identifying opportunities to enhance learner engagement, knowledge retention, and operational readiness.
