Instructional Designer, Temporary 9-Month Position

Description JOIN US - HELP PEOPLE TRAVEL BETTER Our purpose is simple yet powerful: to enrich lives by connecting people and places. We believe that travel broadens perspectives, sparks joy and brings the world closer together. With our customers at the heart of everything we do, we are committed to Making Travel Matter for people, the planet, and wildlife-and we know that when travel is shared, it becomes more human, more accessible, and more joyful. We are explorers, creators, and problem-solvers. We believe that great ideas demand great execution, and that travel should always be fun. Above all, we know that our people make the difference. We live our values every day-leading the way, exploring together-with a spirit defined by courage, grit, entrepreneurship, transparency, enthusiasm, and the power of One Team. If you thrive in a fast-moving environment, welcome new ideas, and are inspired by helping others discover the world, then you'll feel right at home with us. POSITION SUMMARY The Instructional Designer is a 9-month temporary position and will partner with Product, Training, and Operations leadership to design, develop, and deliver high impact Customer Engagement Transformation (CET) training programs for TTC Contact Center agents. This role will build the instructional foundation for a large scale, multi brand transformation and ensure our training content is accurate, engaging, and aligned to business goals. KEY RESPONSIBILITIES

• Design and develop CET training materials including lesson plans, facilitator guides, learner resources, and digital content
• Create engaging content that supports knowledge retention, hands on practice, and confident application on the phones
• Partner with product owners to gather SME input, validate content accuracy, and ensure training reflects current business processes
• Facilitate live training sessions for agents, both virtual and in person
• Lead train the trainer sessions for the global training teams, ensuring smooth transfer of knowledge and consistent program delivery
• Collaborate with Training Managers to schedule sessions, integrate new modules into new hire training, and support practice activities
• Adjust and refine training based on feedback from trainers, leaders, and agents to ensure ongoing quality and effectiveness
• Partner with Continuous Improvement to capture process updates and incorporate changes into training materials
• Maintain alignment between business operations, product updates, and all CET learning content
• Contribute to a culture of continuous learning and improvement across the Training ecosystem

Requirements

ROLE SUCCESS CRITERIA Success in this role is defined by the ability to design clear, accurate, and engaging CET training content that drives measurable confidence and capability for agents. The Instructional Designer will be successful when training materials are fully aligned to product and process updates, trainers feel equipped and supported to deliver the content, and agents demonstrate improved accuracy and performance in their CET responsibilities. KEY INDIVIDUAL TRAITS

• Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.
• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.

YOUR EXPERIENCE AND EXPERTISE

• Strong background in instructional design, curriculum development, and adult learning theory.
• Proven experience facilitating virtual and in person training sessions.
• Ability to translate complex product and process information into clear, digestible training materials.
• Experience working with SMEs to gather requirements and validate content accuracy.
• Ability to manage multiple workstreams, timelines, and stakeholder groups.
• Strong communication skills and comfort partnering across teams and time zones.
• Experience in contact center environments or similar operational settings is an advantage.
• Experience creating customized training for cloud-based contact center platforms (e.g., Genesys CCaaS) is a plus.

TRAVEL & OTHER REQUIREMENTS

• Work Location: Fully remote
• Other: This is a temporary position anticipated to last approximately nine months.

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