Instructional Designer (Learning & Development)

About the Role

As a member of SIDE's Global Player Support organization, the Instructional Designer is responsible for designing, developing, and continuously improving learning solutions that support onboarding, operational readiness, and long-term service excellence across our global Player Support programs.

Working closely with Learning & Development, Operations, Quality, Subject Matter Experts (SMEs), and client stakeholders, you will transform operational knowledge into engaging, learner-focused experiences that accelerate knowledge acquisition, improve performance, and ensure teams are prepared to deliver exceptional player support.

Every role follows a structured onboarding and development pathway designed to build confidence, strengthen operational knowledge, and prepare individuals for success in a live support environment.
What You'll Be Doing

- Design, develop, and maintain engaging learning materials for onboarding, upskilling, and continuous learning programs.

- Create instructor-led, virtual instructor-led, self-paced, and blended learning content using instructional design best practices.

- Translate complex operational processes, workflows, and product knowledge into clear, learner-friendly training materials.

- Develop structured learning paths, certification programs, knowledge checks, assessments, and practical learning activities.

- Partner with Operations, Training, Quality, and Subject Matter Experts to gather requirements and ensure learning content reflects current operational processes.

- Support knowledge transfer activities during new client implementations, program transitions, and process changes.

- Continuously review and update learning content based on operational feedback, quality insights, learner performance, and business requirements.

- Maintain version control and governance across learning documentation, job aids, facilitator guides, participant materials, and knowledge repositories.

- Evaluate learning effectiveness through learner feedback, assessment results, and operational performance metrics to recommend improvements.

- Ensure learning content aligns with adult learning principles and supports different learning styles.

- Contribute to continuous improvement initiatives by identifying opportunities to enhance learner engagement, knowledge retention, and operational readiness.

Requirements
What You'll Bring

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2–3 years of experience in an Instructional Designer, Learning Content Developer, or similar Learning & Development role .

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Experience designing learning solutions within Customer Support, Player Support, Business Process Outsourcing (BPO), Gaming , or similar operational environments is preferred.

- Strong understanding of instructional design methodologies and adult learning principles.

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Relevant certifications in Instructional Design, eLearning development, or adult learning methodologies are an advantage.

- Excellent written communication, content writing, and information structuring skills.

- Ability to simplify complex operational concepts into engaging and easy-to-understand learning experiences.

- Experience developing instructor-led, e-learning, self-paced, and blended learning programs.

- Experience creating assessments, quizzes, facilitator guides, learner guides, job aids, and knowledge documentation.

- Strong project management and organizational skills with exceptional attention to detail.

- Ability to collaborate effectively with cross-functional stakeholders across Operations, Training, Quality, and Program teams.

- Proficiency in Microsoft Office Suite, SharePoint, Confluence, and Learning Management Systems (LMS).

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Experience using instructional authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, Camtasia, Vyond , or similar platforms is desirable.

- Basic graphic design, multimedia, or video editing skills are an advantage.

Keys to Success

- Design engaging learning experiences