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Groupon Customer & Merchant Support Team
R25980

Manager, Global Instructional Design

Description

Are you the sort of person who loves to help others grow in their roles in a self-managed environment?

 

Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

 

We are seeking an effective manager to oversee Groupon’s Global Instructional Design team, consisting of instructional design (self-paced eLearning and Instructor-led plus communications), copywriting, editing and visual design. The team creates and delivers content for thousands of employees globally. The Manager must be passionate about the learner experience, have strong operational management skills, and thrive in a dynamic, fast-paced environment.  As Manager of this team, you will be responsible for ensuring the training materials produced meet the needs of internal stakeholders, are of high quality, creative, delivered on time, and, most importantly, achieve the learning objectives of those who ultimately consume the training. The goal of the team is to deliver effective learning experiences/encounters and drive a positive, lasting business impact. 

We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?

 

The Manager of Instructional Design, who reports to the Director of Vendor Management and Instructional Design,  will be accountable for the execution of the instructional design function, to include but not be limited to:

  • Leading a global, virtual instructional design team that scopes, designs, and develops learning products, including assets and assessments, to support a variety of delivery types, including self-paced online programs, instructor-led,  blended content, and communications

  • Applying advanced adult learning theories into a practical, application-based training strategy that delivers training materials that accelerate learning as measured by business performance

  • Utilizing project management tools and skills to manage medium to large scale content development projects

  • Ensuring stakeholders are guided effectively through a collaborative design process with a robust feedback loop that turns their requirements into effective learning materials that meet their needs and achieves the business objective(s) 

  • Serving as the senior point of contact for the instructional design and content team

  • Leveraging learning analytics, data, operational metrics and stakeholder/learning  feedback to develop and continuously improve team standards and each phase of the design process

  • Finding new, innovative ways to produce content that is engaging and promotes learning

  • Coaching, advising and supporting employees on their work and professional growth, as needed, encouraging them to take ownership of their work and continuously strive to create content that resonates with stakeholders and learners

  • Creating, owning and reporting Instructional Design (ID) measures of success, such as:

    • ID Quality,

    • ID On-Time (Service Level), 

    • ID Stakeholder Satisfaction,

    • Success metrics (based on specific training programs - i.e. tool adoption rates, process adherence, improved resolution, etc.)

    • Productivity metrics such as 

      • utilization, 

      • on time by designer, etc.

      • % of Training’s with a formal Train the Trainer process with sign-off

  • Collaborating with the Project Management Office (PMO), Project stakeholders and delivery teams to prioritize project intakes.

    • Coordinate and prioritize day to day assignments to ensure all requests are completed on deadline and /  or escalated to remove barriers.

    • Match the right skills and tools with the right project

  • Communicating and presenting project information to project teams, as warranted by the project

  • Actively building strong, positive relationships among Groupon Service Organization teams and ID team members to ensure cooperation on project objectives

  • Maintaining access to current platforms and tools used by Instructional Designers as may be needed when new ID’s join the team.

  • Making recommendations for new platforms if/when there has been a proper tracking of the “gains” that can be made because metrics show the history and pilots show the gain - in short a validated business case. You will discuss any such with the Senior Director of GSG first, and make no communications or commitment to the ID team of such recommendations until any are approved. 

This Manager should understand complex requests from the business, and be able to translate that into what is possible from an instructional design perspective.  Though this person does not need to draft instructional design, they do need to be able to manage the process including quality and effectiveness of the output.  This person also needs to manage the ID team workload and ensure that the best approach is taken vs. an “all ID’s need to be doing all the same things” approach. 

 

Experience/Education/Skills

  • 2-5 years Instructional design, writing, editing, content management, learning and development experience in a fast-paced, fast-growth service environment (call center environment with multiple channels and/or sales environment a plus)

  • Bachelor’s degree in a relevant discipline (experience in business operations would be considered relevant). Advanced degree or certification is a plus. 

  • Demonstrated knowledge of adult learning and development theory and best practices 

  • Ability to manage multiple projects and deliverables under demanding and varied timelines

  • Ability to work collaboratively with multiple stakeholders, managing intake while owning and driving development timelines

  • Possesses strong working knowledge of the capability of ID tools such as Adobe Captivate, Adobe Storyboard, Camtasia software etc. (Note: Groupon currently uses Adobe Captivate, Camtasia, Snag-It and have access to other Adobe programs (e.g., Adobe Audition or other Creative Suite tools)

  • Strong, but people-oriented, supervisory skills

  • Strong verbal and written communication skills, with ability to edit and provide feedback for improvements

  • Strong change management skills

  • Strong ownership of results with a manager’s mindset that this is an operational process that requires management as any other business process and that decisions get made with sound data.

  • COPC certification a plus


Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here for the latest Groupon news. Plus, be sure to check out the values that shape our culture, guide our strategy and make our company a great place to work. And just don’t take our word for it. Hear from real Groupon team members and learn more about our inclusive employee groups. If all of this sounds like something that’s a great fit for you, then click apply and let’s see where this takes us.

Groupon is an Equal Opportunity Employer

Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon’s Ethics Reporting Service Ethicspoint.

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