Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward-thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.
At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.
The Instructional Designer will be responsible for designing, developing, implementing, and evaluating content in support of our Global Customer Care and Experience organization’s business objectives and initiatives. This position will be required to partner with subject matter experts and key stakeholders to develop content that reflects sound instructional design based on adult learning principles and best practices. This individual will work closely with Customer Success, Customer Support and Customer Project Management teams.
Success in this role requires the blend of critical thinking and creative skills, along with a natural curiosity and willingness to share a different perspective. This is someone who is passionate about working with customer success and sales support teams and effective at building relationships. The candidate should also be adept at synthesizing large amounts of complex information to make it simple and actionable.
Responsibilities
Assess, design and develop enablement and training solutions that provide foundational and advanced knowledge specific to Global Customer Care and Experience Organization (GCCX)
Engage with internal stakeholders and SMEs to clarify business objectives, identify performance gaps and build highly consumable relevant enablement content for customer success managers and global support desk agents via assigned projects and initiatives
Create enablement that is informative and engaging, spanning online learning, instructor led training, virtual training, job aids, instructional videos, audio/video scripts, role plays, use case, and gamification activities
Actively communicate leading and lagging indicators with stakeholders that help ensure learning solutions and techniques have demonstrable business impact
Produce online courses using Articulate 360, primarily Storyline leveraging pre-developed templates as well as innovating new engagements and interactions
Project management for all assigned initiatives including project scope and timeline, meeting all deadlines within quality expectations
Collaborate with SMEs to develop and review the enablement and training content and proactively identify additional expert resources who can address content gaps
Develop knowledge assessments, certification exams, and programs to measure participant learning and application
Actively review and evaluate the enablement and training solutions library to determine when content needs to be updated, replaced or retired
Conduct GCCX training pilots, as well as train-the-trainer sessions
Constantly seek to evolve and refine the enablement and training solutions strategy by staying abreast of industry trends, new technologies and platforms
Cross training of GCCX Enablement team on instructional design tools and platforms
Post content, create training plans, and assign training in Equinix Learning Center
Qualifications
7+ years of proven experience in scoping, planning, designing, developing, and implementing effective enablement and training solutions for both business and technical audiences. Experience at a technology company preferred
Highly proficient with content development tools such as Articulate 360 (Rise, Storyline), Brainshark, and Camtasia
Experience in working directly with customer success and support teams to understand their learning needs, vet content, and gather closed loop feedback
Strong understanding of adult learning theory and learning styles
Consultative approach and proven track record of effective collaboration and influence at all levels of an organization, with ability to achieve goals in a fast-paced and continuously evolving environment
Ability to work in and manage ambiguity, including dealing with issues that do not always have a process, system, or solution in place
Adept at synthesizing large amounts of complex information to make it simple and actionable
Enablement and training related data analysis
Exceptional written and verbal communication skills
Ability to manage time to assure a high level of efficiency in content creation and development
Familiar with Agile Methodology as a way to work
Strong program management skills
Expertise using content development tools including Articulate Storyline, SnagIt, Camtasia, Vyond Animation, Adobe Creative Cloud
Experience with multimedia authoring, video editing, and graphic creation tools
Strong organizational skills with a high attention to detail
Proactive, self- directed and results-oriented
Bachelor’s degree, or equivalent experience required
Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
