Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Overview

Outreach is a leader in sales engagement software and one of the fastest growing technology companies in the world. Founded in 2014, we’ve experienced incredible growth in both the platform and the company, and Outreach has achieved worldwide recognition as a leader in our industry.This growth includes a need to build and scale programs that drive optimal customer engagement, outcomes, and impactful education.

As the Manager of Instructional Design, you will own our customer education design practice and manage a team of Instructional Designers. Your role is to develop enablement strategies and offerings for scale, and to facilitate partnership with teams such as Professional Services, Product, and Enablement in an effort to support and scale enablement initiatives. The ideal candidate is an expert in adult learning theory, brings a creative and modern approach to learning consistent with our brand, analytical, data-driven, and passionate about creating engaging learning experiences that produce measurable results. You must be willing to roll up your sleeves and do what it takes to get the job done while insisting on the highest standards and measuring the impact of the learning experiences your team builds. You’ll work to drive innovative strategies and programs that power customer education programs and teams.

About the Team

The Customer Education Team sits within the Professional Services organization and is composed of a Training Consulting team and an Instructional Design team. These teams work collaboratively to optimize our customer’s use of Outreach and maximize adoption by building and delivering world-class educational experiences. Focusing on scalable solutions, the team provides a variety of learning options such as e-learning, certification programs, train-the-trainer, ILT/VILT, and more.

About the role

This position reports to the Director of Customer Education. This can be a fully remote or a hybrid role based in one of our office locations in Seattle, ATL, or NYC.

Responsibilities:

• Manage a team of 4-8 Instructional Designers
• Develop and execute Customer Education design-related strategies & self service initiatives that drive adoption and retention
• Help optimize Outreach customer experience by designing and implementing innovative, scalable programs that correlate to customer outcomes and reduced Outreach oversight costs
• Collaborate across teams to create, test, and refine new enablement offerings and materials
• Identify, track and communicate key success metrics for programs. Regularly assess the effectiveness of learning content and relentlessly strive to improve outcomes. 
• Design and implement programs that include guided workflows, video content, gamification, webinars, campaigns and an expanded certification program
• Work cross-functionally with Marketing, Product, Support, PS and Customer Success to create and deploy content and implement new initiatives
• Create innovative, scalable ways to improve the Outreach customer experience
• Actively and continuously learn about product functionality, aligning the Education team’s strategy and deliverables to new products and features
• Keep abreast of industry trends, incorporating cutting edge adult learning concepts into the Educational roadmap
• Facilitate the success and evolution of Outreach University
• Conduct QA checks on materials and facilitated sessions to ensure design best practices are in place
• Manage and maintain all learning content and source files
• Partner cross functionally to ensure Customer Education is an intentional component of our go-to-market and customer enablement strategy
• Improve visibility of learning resources, events and tools internally and externally

Basic Qualifications:

• 5+ years of corporate experience with solid career progression in the field of instructional design
• 2+ years of experience leading Instructional Design or related teams in a high growth environment
• First-hand experience with adult learning strategies, design thinking, content development, and curriculum design
• Experience working in an integrated fashion with Professional Services and Training teams
• Exceptional project management skills, and successful experience managing multiple priority projects to completion in a fast paced environment
• Excellent communication skills, with a particular knack to distill complex things into approachable ones
• Experience managing and optimizing learning content, including content roadmaps, effectiveness metrics and certification program development
• Experience with digital adoption platforms (Pendo, Walk Me, etc)
• Data-driven, analytical problem solver
• Have a bias for action and experience navigating ambiguity
• Experience in implementing and managing Educational platforms such as Webinar platforms, LMS tools, Certification platforms, and Gamification software
• Proficiency designing content using a variety or e-authoring tools (Articulate 360, Adobe, Camtasia)
• Experience designing content for corporate sales teams preferred
• Self-starter capabilities with a willingness to get your hands dirty and execute alongside your team
• Curiosity and an open mind. We’re a culture of innovators! 

About you

• Values drive our behaviors and the decisions we make. In addition to the above, we look for candidates who share and can demonstrate our corevalues:
• We are hungry craftspeople - we’re obsessed with continuous improvement. 
• We have grit and perseverance - we know that true champions have the will to break through walls.
• We are one with our customers - we treat their pain and success as our own.
• We’re always honest - with ourselves, our colleagues and our community.
• We got your back - working at Outreach means you’re part of a family where no matter what, we’ll help you accomplish ever great feats and celebrate with you.
• We take ownership - each of us is responsible for our collective success, and we expect you to represent your authentic self.
• We find strength in diversity and inclusion - we go out of our way to find different points of view that challenge our own because

#LI-KH2

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status