Instructional Design - PRODUCT SUPPORT SUPERVISOR

Position Purpose:

The Instructional Design Supervisor is responsible for overseeing the design and development of all learning deliverables to meet the objectives defined by management for the Technology Support Center (TSC). This position ensures excellence by managing the end-to-end design and development process, providing guidance and mentorship to the design team, and effectively collaborating with other internal learning teams (Strategy, Training Delivery, Quality) and TSC functional groups.

Key Responsibilities:

• 40% Delivery & Execution:
• Provides on-call support at Team Lead level in paging system
• Documents, reviews and ensures that all quality and change control standards are met
• Partners to resolve escalated technical and executive level issues
• Acts as a SME for various aspects of the IT Support business to ensure knowledge base articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, Security/Virus, Training/Knowledge Mgmt, Change Mgmt, Microsoft, Telepresence, etc.
• Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented
• Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk
• Drives alignment and improvement across the IT Support
• 30% Administration & Operations:
• Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)
• Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
• Assesses sets, communicates, and drives standards in quality, call handling, troubleshooting, and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team accountable to meeting these standards
• Communicates regular pertinent product update information to keep knowledge current
• 30% People:
• Provides leadership, mentoring, and coaching to the team
• Attracts, retains, and develops top talent
• Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback
• Acts as a proponent of best practices
• Facilitates the onboarding and ramp up of new team members
• Monitors and observes team performance

Direct Manager/Direct Reports:

• Typically reports to the Product Support Manager or Sr. Manager.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must be legally permitted to work in the United States

Preferred Qualifications:

• 3+ years of experience in instructional design or adult learning, with at least 1 year in a lead role. A bachelor’s degree in Instructional Design, Education, or a related field is preferred.
• Advanced proficiency with industry-standard e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate). Experience with Vyond and graphic design tools (e.g., Adobe Photoshop) for asset creation.
• Proven ability to manage multiple complex design projects simultaneously. Strong leadership, coaching, and feedback skills focused on developing the talent of instructional designers. Excellent written and verbal communication skills for presenting design strategies and collaborating with internal stakeholders.
• Solid understanding of the ADDIE model, SAM, or other instructional design principles. Knowledge of SCORM/xAPI standards for content publishing. Familiarity with the operational environment of a Technology Support Center is highly desirable.
• Demonstrated ability to review incoming training projects, manage project queues, and assign work to instructional design team members. Experience providing final quality assurance and sign-off on deliverables such as e-learning, VILT materials, and job aids.
• Skilled in designing realistic internal project plans that align with scope and team capacity. Proven adherence to instructional design methodologies and brand standards to ensure consistency and quality across learning assets.
• Strong collaboration skills with internal content owners/SMEs and cross-functional learning teams to ensure clear communication and successful content creation.
• Ability to influence internal management and functional groups to drive adoption and completion of learning deliverables. Experience identifying and recommending improvements to content design and development workflows.
• Experience assessing training effectiveness through Level 1 evaluation data and collaborating with data analysts to implement feedback-driven improvements to learning materials and design standards.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Attracts Top Talent: Attracting and selecting the best talent to meet current and future business needs
• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
• needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Decision Quality: Making good and timely decisions that keep the organization moving forward
• Develops Talent: Developing people to meet both their career goals and the organization's goals
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives
• Ensures Accountability: Holding self and others accountable to meet commitments
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• Resourcefulness: Securing and deploying resources effectively and efficiently