Senior Instructional Designer and Training Delivery, Customer Support Group (CSG)

Role Overview:

Are you excited at the thought of owning all aspects of learning for a business unit within a SaaS technology company? You’d own strategy as well as the hands-on work of design, creation, and delivery of high-impact onboarding and ongoing training programs. You’ll partner with Product, Engineering, Marketing, and other teams to ensure alignment of all training materials with McAfee’s strategic objectives. You’ll also collaborate, develop, and implement a Train the Trainer program for Vendors and an effective certification process to ensure consistent training quality across the business’ operations.

The Customer Support Group (CSG) is transforming the customer experience and elevating training is an integral piece of the puzzle. Your ability to partner with vendors, subject matter experts, and multiple internal teams to design and create the learning modality and audience profile while managing project timelines and setting expectations with stakeholders will be key to your success in this role.

This is a Hybrid position based in our Frisco, TX office. You will be required to be onsite on an as-needed basis, typically 1 to 6 times a month. We are only considering candidates within a commutable distance and are not offering relocation assistance at this time.

About the role:

• Own the learning experience goals and the path to accomplish those goals. Ensure learning solutions align with desired outcomes

• Develop creative, learner-centered, performance-based e-learning modules or videos and ensure that content has a consistent look and feel

• Create learning objectives, design documents, storyboards, and other learning design deliverables. Develop learning solutions using project-based templates

• Analyze existing training materials and business processes to identify learning gaps/needs and opportunities for improvement

• Research appropriate learning content and coordinate with Subject Matter Experts to structure learning paths

• Develop interactive and engaging training materials using a variety of modalities (videos, user guides, gamified learning, etc.) to create dynamic learning experiences

• Advise on graphics and animations while remaining on-brand

• Test and debug deliverables for quality assurance

• Determine utilization of knowledge checks and compliance tracking

• Proactively communicate task and project status to internal team and senior leadership

About you:

• 7+ years (we’d love more!) of experience in instructional design, course development, or corporate training, preferably in technology

• BA/BS/BBA degree in Instructional Design, Communication, or related field preferred

• Thorough knowledge of the full training life cycle and demonstrated ability to develop and implement

• Knowledge of contemporary learning management software platforms

• Experience with traditional and modern training methods, tools, and techniques

• Ability to convey complex information in a way that people understand

• Proficiency with Salesforce and Trailhead is a big plus

• Strong visual design and multimedia skills, including experience with graphic design and video editing software

• Ability to manage multiple projects in a fast-paced environment

• Project management capability

• Ability to build relationships and to collaborate with technical subject matter experts to develop training content and curriculum.

• Excellent communication skills for knowledge transfer and skill development, including explaining technical topics to non-technical audiences.

• Aware of cultural nuances in a global support environment and capable of adapting strategies to achieve desired results

• Multilingual skills (Spanish) are a plus

• Strong critical thinking, analytical, and problem-solving skills

• Demonstrated ability to work independently with a strong sense of ownership

• Ability to collaborate with different business units across time zones and countries

• Understand the impact of implemented changes and upgrades

• Skilled in building relationships and collaborating to drive positive and effective change

#LI-Hybrid

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right momen