Director, Learning Design and Knowledge

Summary

Join Angi as the Director of Learning Design & Knowledge and lead the design and development of engaging learning experiences and knowledge functions for Customer Care. You will manage a team of instructional designers, oversee curriculum design, and deliver self-service tools through our knowledge base. This role requires experience in curriculum design, knowledge management, and team leadership. You will be responsible for content creation, maintenance, and optimization, as well as developing and implementing a comprehensive knowledge management strategy. The ideal candidate possesses strong communication, interpersonal, and project management skills and thrives in a fast-paced environment. Angi offers a competitive salary, benefits, and the opportunity to work with a talented team.

Requirements

• Bachelor's degree in Instructional Design, Education, or a related field or equivalent professional experience
• 7+ years of experience in curriculum design and development and knowledge management, preferably in customer service, inside sales or contact center environments
• Proven experience managing and mentoring cross-functional teams
• Strong knowledge of adult learning principles, instructional design methodologies, and eLearning tools
• Excellent communication, interpersonal, and project management skills
• Ability to thrive in a fast-paced, dynamic environment with changing priorities
• Travel: Must be able to travel within the US at least 4x per year (no more than 8)

Responsibilities

• Oversee the design and development of high-quality learning content for a variety of delivery methods (e-learning, instructor-led training, on-the-job resources)
• Ensure learning content is engaging, effective, and aligned with adult learning principles and Angi's brand standards
• Manage the development of assessments and evaluations to measure learning effectiveness and identify areas for improvement
• Stay abreast of industry best practices and emerging trends in learning design and technology
• Establish a system for ongoing maintenance and updates of learning content to ensure accuracy and relevance
• Analyze learner feedback and performance data to identify opportunities for content optimization and improvement
• Develop and implement a comprehensive knowledge management strategy that aligns with Angi's business objectives and customer service goals
• Oversee the design, structure, and content of the knowledge base, ensuring it is user-friendly, easily searchable, and optimized for both human and AI consumption
• Engage stakeholders through a contributor certification program to ensure content accuracy, consistency, and relevance, reflecting the latest information on Angi's products, services, and policies
• Lead and mentor a team of instructional designers, knowledge base architects and content contributors, fostering a culture of creativity, collaboration, and continuous learning
• Manage resources effectively, including budgets, timelines, and vendor relationships (contractors, consultants)
• Ensure projects are completed on time and within budget, while maintaining a high standard of quality

Preferred Qualifications

A portfolio of previous work showcasing instructional design expertise is a plus

Benefits

• The salary band for this position ranges from $160,000 to $225,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living
• This position will be eligible for a competitive year end performance bonus & equity package
• Full medical, dental, vision package to fit your needs
• Flexible vacation policy; work hard and take time when you need it
• Pet discount plans & retirement plan with company match (401K)
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world