Instructional Designer

The Instructional Designer plays a critical role in designing, developing, coordinating, and scaling engaging training experiences across the organization. This individual owns the end-to-end development of blended learning programs, including instructor-led training, online learning, facilitation and participant guides, job aids, videos, graphics, and presentations, that support operational excellence, leadership development, onboarding, and new initiative rollouts. In addition to creating high-quality learning content, this role serves as a program and project lead, ensuring stakeholder alignment, timelines, communications, resources, implementation, and measurement stay on track.

• Conduct needs analyses with internal partners to identify performance needs, target audiences, learning objectives, success measures, subject matter experts (SMEs), and project timing.
• Determine the most effective learning approach, delivery method, and materials based on business needs and the end-user experience.
• Collaborate with SMEs, field leaders, and support teams to gather, organize, and translate complex content into clear, practical, and engaging learning experiences.
• Design and develop highly engaging blended learning solutions, including instructor-led and virtual training, online learning, facilitation and participant guides, job aids, videos, graphics, voice-over scripts, speaker notes, and PowerPoint presentations.
• Create prototypes and polished learning assets using illustrations, photography, video, layout, branded graphics, and effective storytelling.
• Build interactive digital learning using Articulate 360, including Storyline and Rise.
• Shoot, edit, and produce video-based learning and create simple, engaging graphics using Adobe Creative Suite.
• Review and test final products for accuracy, usability, accessibility, brand alignment, and achievement of learning objectives.

• Own the design, development, execution, and evaluation of assigned training programs from concept through implementation.
• Ensure programs align with business priorities, brand standards, culture, service standards, and learning objectives.
• Manage program content, documentation, version control, and ongoing updates.
• Serve as the training lead for assigned initiatives, bringing consistency to the development and rollout experience.

• Facilitate in-person and virtual training for field leaders, hourly teams, and support center partners as part of new program launches, onboarding, leadership development, or business initiatives.
• Support field leadership teams in implementing and embedding training into daily routines and operating practices.
• Partner with operations leadership to tailor and deliver just-in-time training based on performance results or business needs.
• Provide implementation tools, coaching, and follow-up support to help ensure programs are practical, user-friendly, and field-ready.

• Lead cross-functional training projects by defining timelines, roles, deliverables, resources, dependencies, risks, and communication plans.
• Build and maintain detailed project plans and dashboards to track progress and keep multiple priorities on schedule.
• Ensure stakeholders remain aligned, informed, and supported throughout development and rollout.
• Coordinate with LMS, operations, field implementation, and other support teams to meet deadlines and quality standards.

• Collaborate closely with Operations, the People Team, SMEs, field leaders, and support center partners to ensure seamless training integration across business units.
• Act as a key liaison between support center teams and the field, gathering feedback throughout the design and implementation process.
• Support pilots, special projects, and process improvements that strengthen the overall training ecosystem.
• Monitor learning and program effectiveness, analyze feedback and performance results, and make data-informed improvements.
• Give and seek feedback to elevate the quality of the work and the effectiveness of the broader training team.

• 4+ years of experience in instructional design, training, learning and development, or training program/project management, preferably in hospitality, retail, restaurant, or customer-service environments.
• High school diploma or equivalent required; bachelor’s degree or certificate in instructional design, graphic design, education, learning and development, or a related field preferred.
• Proven track record of developing blended learning solutions and leading training initiatives from concept through execution.
• Portfolio of instructional design, eLearning, graphic design, and/or video-based learning projects.
• Proficiency in Articulate 360, including Storyline and Rise.
• Proficiency in Adobe Creative Suite, including tools such as Photoshop, Illustrator, InDesign, Premiere Pro, and After Effects.
• Working knowledge of typography, color theory, visual hierarchy, and foundational graphic-design principles.
• Strong project management skills with the ability to manage multiple timelines, stakeholders, and priorities.
• Excellent collaboration, facilitation, written communication, and verbal communication skills.
• Strong organizational, time-management, problem-solving, judgment, and decision-making skills.
• Ability to gather feedback, analyze data, and continuously improve learning solutions and programs.
• Comfort working quickly and effectively in a fast-paced, evolving environment.
• Proficiency in Microsoft Office; experience working with a learning management system.
• Ability to travel occasionally to field locations to observe performance, gather feedback, test solutions, and provide coaching.

• Experience with Workday Learning or another enterprise learning management system.
• Experience with project management tools such as Monday.com.
• Background in videography, photography, graphic design, or multimedia production.
• Experience developing training for hospitality, restaurant, retail, entertainment, or other multi-unit field operations.