Instructional Design Team Performance Manager

The Role

• Team Leadership & Coaching: Provide day-to-day leadership, coaching, performance management, and professional development for a team of Instructional Designers. Conduct regular one-on-one meetings, establish performance expectations, provide timely feedback, and foster a culture of accountability, collaboration, and continuous improvement.
• Project & Resource Management: Monitor project progress, team capacity, workload distribution, and competing priorities to ensure timely delivery of learning solutions. Partner with the Instructional Design Manager to balance resources, mitigate risks, and adjust priorities as business needs evolve.
• Learning Design Quality & Improvement: Review learning solutions, provide actionable instructional design feedback, and partner with designers to implement improvements that align with established standards, quality expectations, and best practices.
• Prioritization & Resource Management: Partner with the Instructional Design Manager and other department leaders to balance priorities, capacity planning, team utilization and address competing business demands.
• Operational Support: Serve as the primary operational leader for the Instructional Design team by resolving execution issues, removing obstacles, supporting decision-making, and escalating risks when appropriate.
• Strategic Partnerships: Build strong partnerships with Learning & Knowledge leaders, operational stakeholders, project managers, subject matter experts, and business leaders to align learning initiatives with organizational priorities and performance goals.
• Process Improvement: Identify opportunities to improve team efficiency, standardize processes, enhance collaboration, and strengthen operational consistency.
• Learning Design Performance & Quality Monitoring: Track instructional design metrics, quality review outcomes, project progress, learner feedback, and stakeholder satisfaction to evaluate team effectiveness, support performance improvement, and ensure consistent delivery of high-quality learning solutions.

The Requirements

Experience

• Minimum 3 years of people management experience in instructional design, learning and development, or training operations. 
• Experience supporting learning initiatives in a service center or contact center environment is preferred but not required. 
• Experience working in a fast-paced environment with competing priorities and cross-functional partnerships. 

Leadership & Project Management

• Demonstrated ability to lead and coach high-performing teams. 
• Demonstrated experience leading projects, coaching peers, mentoring team members, or serving in a formal or informal leadership role. 
• Strong project management and prioritization skills. 
• Proven ability to manage multiple priorities and balance strategic objectives with operational execution. 

Business & Stakeholder Partnership

• Experience influencing stakeholders across multiple business functions. 
• Ability to interpret business needs and translate them into learning solutions. 
• Excellent communication, coaching, facilitation, and stakeholder management skills. 

Technical & Analytical Skills

• Strong understanding of instructional design methodologies, adult learning principles, and learning technologies. 
• Strong analytical skills with experience using performance metrics to drive improvement. 
• Strong organizational, analytical, and problem-solving abilities.

Preferred Qualifications

• Previous people leadership, supervisory, or team coaching experience. 
• Advanced knowledge of instructional design tools—Articulate Storyline, Rise 360, multimedia development, and AI-enabled learning solutions—with the ability to implement and optimize technology for better learning outcomes and efficiency.
• Skilled in administering learning platforms like BigTinCan (BTC) to enhance the learner experience and deliver effective learning solutions.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $75,000.00-$85,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources. 
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets