Learning and Development, Instructional Designer (Hybrid - Acton, MA or San Diego, CA)

About this role

Job Summary The Learning and Development Instructional designer/trainer leads the curriculum design and authoring for Product Support & Customer Care. Collaborating closely with Departmental Leadership, this role develops and facilitates comprehensive training programs. Responsibilities include deploying and facilitating training for both existing and new products, ensuring consistency in materials and processes, and coordinating with other departments to ensure seamless training deployment and certification of Product Support Agents.

 About Insulet

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom, and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Position Overview:

The Learning and Development Instructional designer/trainer leads the curriculum design and authoring for Product Support & Customer Care. Collaborating closely with Departmental Leadership, this role develops and facilitates comprehensive training programs. Responsibilities include deploying and facilitating training for both existing and new products, ensuring consistency in materials and processes, and coordinating with other departments to ensure seamless training deployment and certification of Product Support Agents.   Responsibilities: • Evaluate existing curriculum & redesign for retention and engagement • Lead training for new Product Support Agents within the Customer Experience department • Collaborate with department leaders and subject matter experts to develop comprehensive training programs • Deploy and facilitate training sessions for existing and new products • Complete the final certification process for Product Support Agents • Evaluate training effectiveness and recommend improvements • Stay updated on product updates to ensure training materials remain current • Participate in training needs analysis for new and updated processes • Contribute to calibration and quality evaluations for training materials and instructions • Identify opportunities and gaps in training curriculum for new product deployment • Facilitate onboarding and continuous development training for Product Support team members • Design and develop training materials that effectively support agents for whom English is a second language, ensuring content is clear, accessible, and easy to apply in customer interactions. • Assess and report on training effectiveness

Education and Experience: • High school degree required, Bachelor's degree preferred • 3+ years of experience with Instructional Design and curriculum development • Advanced skill authoring courses in multiple platforms including Articulate 360 and PowerPoint • Basic knowledge of diabetes as a disease state • Project Management platforms experience – JIRA, Monday.com, Wrike • Experience mentoring, coaching, or training team members

  Preferred Skills and Competencies: • Prior experience training in a call center preferred • Experience in medical device or clinical training industry • Prior experience with a Learning Management System (LMS) • Working knowledge of Microsoft Suite • Contact center instructional design experience • Demonstrated success of learning initiatives through data and reporting

Travel and Physical Requirements • Able to perform duties in a virtual environment • Requires sitting and standing associated with a normal office environment • Willingness and ability to travel as needed for team events or uptraining • International travel up to 10% of the time

Insulet Corporation (NASDAQ: PODD) is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod® Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the disposable and waterproof Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s latest innovation, the Omnipod® 5 Automated Insulin Delivery System, is a tubeless automated insulin delivery system, integrated with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero finger sticks, and is fully controlled by a compatible personal smartphone. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas.

Studies have demonstrated the clinical and lifestyle advantages of insulin pump therapy over multiple daily insulin injections (MDI). However, many people still choose MDI therapy largely due to the complexity, cost, and inconvenience of conventional pump technology. The Omnipod is a discreet and easy-to-use system that eliminates many of the issues associated with conventional pumps. By breaking down the barriers to insulin pump therapy, Insulet hopes to provide both a superior treatment option and life-long health benefits for people with insulin-requiring diabetes.

Insulet was founded in 2000 with the mission to improve the lives of people with diabetes and enable customers to enjoy simplicity, freedom, and healthier lives through innovative technology. The Company’s world headquarters and state-of-the-art automated manufacturing facility are located in Acton, Massachusetts with global offices in the U.K., France, Germany, Netherlands, Canada, Mexico, Australia, and the United Arab Emirates. Omnipod products are available in 24 countries around the world.

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