Consultant-Instructional Design

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible. You and your team will support a field of almost ten thousand agents across four partners and six locations who represent eight Value brands and 23M customers.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon exclusive and/or national/retail stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.

• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.

• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.

• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research’s prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.

• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.

What you’ll be doing…

This position will develop and implement training courses within the eLearning tools and ensure these systems work effectively to disseminate knowledge to improve collaboration, efficiency, decision-making and the overall learning experience. This role will also be responsible for the administration, maintenance, and optimization of interactive agent learning tools within an organization. Responsible for partnering with offshore training leads to develop eLearning modules focused on pain points to maximize the learning opportunities and educate both our newly onboarded customer care representatives as well as tenured representatives using engaging and interactive learning tools. Perform analysis to determine the best modality to transfer knowledge and build modules based on that insight. Evaluates and develops effective eLearning modules within the toolkits in order to support business initiatives.

Responsible for working with subject matter experts across various teams to identify current procedural as well as soft skill training development opportunities and partner with the learning development team to create robust trainings.

This person will play an important role in delivering on Value business priorities by managing interactive and engaging learning tools with our offshore partners and engaging teams on how to best deliver their message to our front-line customer service representatives. This position will have awareness of upcoming launches to ensure Operations Upskilling & Development needs are met prior to launch. This role will be critical in the constant learning experience across the profile of VVO service organizations.

• Partnering with L&D, Verizon Partners and stakeholders to align on training plans/needs and curate, upload, and maintain relevant content.

• Deploying innovative learning modules for sales, soft skills, products, customer service, and employee development.

• Assessing and evaluating organizational requests from both internal and external partners.

• Consulting with the Upskilling and Enablement, GTC, and Operations teams to prioritize training requests.

• Overseeing the quality control measures to ensure high standards of requirements are met for each learning module.

• Ensuring learning buildout accuracy, consistency, and accessibility.

• Developing and implementing content structures and taxonomies frameworks.

• Providing technical support to users on tool functionality and features.

• Demonstrating strong customer relationship skills to professionally manage and support both internal and external customer relationships.

• Identifying subject matter experts for key topics/brands/processes that you support and partner with them and others within the organization.

• Providing regular updates to partners on progress and results achieved.

• Ensuring regular call center training touch bases, working sessions, round tables to ensure a clear understanding of the care processes and procedures through the tenured representative perspective to strengthen the learning toolkit experience.

• Possessing the ability to follow any/all country or partner location entry requirements, including having a valid passport, visa and any required vaccinations/boosters.

What we’re looking for:

You'll need to have:

• Bachelor’s degree or four or more years of work experience.

• Four or more years of relevant work experience.

• Four or more years of work experience in knowledge management tools and/or software.

• Proven experience in knowledge management principles and best practices.

• Extensive knowledge of VVO brands functions and processes is highly encouraged.

• Strong technical skills and proficiency in various software tools.

• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.

Even better if you have one or more of the following:

• Excellent verbal and written communication skills.

• Possesses critical thinking, organization, multitasking skills.

• Strong analytical, problem-solving, and troubleshooting abilities.

• Ability to work independently and as part of a team.

• Ability to meet all home office requirements listed.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.