The Senior Instructional Designer plays a key role in strengthening the capabilities of QAD鈥檚 global Support organization by delivering structured, impactful training programs. The primary objective of this role is to equip Support team members鈥攂oth new and experienced鈥攚ith the product knowledge, tools proficiency, process clarity, and soft skills necessary to provide world-class support to our customers.
The role encompasses end-to-end responsibility for training across four focus areas: New Hire Onboarding, Continuing Education, New Product & Process Training, and Soft Skills & Tools Enablement. It requires close collaboration with Support leadership, Product Management, and subject matter experts to ensure training is aligned with business priorities and reflects the evolving needs of a dynamic SaaS environment.
With a global scope, the Senior Instructional Designer must tailor training approaches to different audiences while maintaining consistency in content and outcomes. The role also involves evaluating training effectiveness and continuously improving content based on feedback, performance trends, and product updates. This position is pivotal to driving a culture of continuous learning and ensuring our support teams are fully prepared to meet customer expectations as we scale.
1. Training Delivery:
Conduct engaging and effective training sessions on QAD products, tools, and processes in both virtual and in-person formats.
Tailor delivery approaches based on audience experience and learning style.
2. Content Development:
Design and develop self-paced, digital learning content using modern instructional design principles.
Incorporate AI tools and innovative learning methods to enhance engagement and knowledge retention.
3. LMS Administration:
Manage the Learning Management System (LMS): assign courses, monitor completion, conduct knowledge checks, and generate training reports.
Ensure seamless user experience and data accuracy within the LMS.
4. Stakeholder Collaboration:
Partner with internal teams such as R&D, Tier 3 Support, and Product Management to facilitate knowledge transfer sessions.
Act as the liaison between subject matter experts and the support team for effective training content.
5. Training Governance & Communication:
Maintain and regularly update the Support Training Portal with the latest learning content, product updates, tools, and process changes.
Provide feedback and progress reports on new hires; identify and escalate any performance or engagement concerns.
6. Industry Awareness & Agility:
Stay current with trends and developments in the tech and learning industries.
Embrace new learning technologies and methodologies, including AI-driven tools.
7. Project Management (Preferred):
Lead or participate in training-related projects and initiatives.
If lacking prior experience, demonstrate willingness to learn and manage projects within the training domain.
8. Shift Flexibility and flexibility:
Support a global audience by delivering training during EMEA and AMS-friendly hours as needed.
Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.
Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.