Instructional Designer (Learning & Development)

Pole To Win (PTW); Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Pole To Win (PTW) is seeking an Instructional Designer to design, develop, and continuously improve learning solutions that support onboarding, operational readiness, and long-term service excellence across global Player Support programs.

You will translate operational knowledge into engaging, learner-focused experiences and collaborate with SMEs, Operations, and client stakeholders to ensure content reflects current processes and supports live support excellence.

Qualifications

• 2-3 years of experience in instructional design or learning development.
• Experience designing solutions in customer/player support or similar ops.
• Strong understanding of instructional design and adult learning.
• Certifications in instructional design or eLearning are advantageous.
• Excellent written communication and information structuring skills.
• Ability to simplify complex concepts into engaging training.
• Experience with ILT, e-learning, self-paced and blended formats.
• Proficiency in creating assessments, facilitator guides, and job aids.
• Solid project management and attention to detail.
• Collaborates well with cross-functional stakeholders.
• Proficient with MS Office, SharePoint, Confluence, and LMS.
• Familiar with Articulate Storyline, Rise 360, Captivate, Camtasia, Vyond.
• Basic graphic design or multimedia skills.

Responsibilities

• Design, develop, and maintain learning materials for onboarding and continuous learning.
• Create ILT, VILT, self-paced, and blended content using best practices.
• Translate complex processes into clear, learner-friendly training.
• Develop structured learning paths, certifications, knowledge checks, and activities.
• Collaborate with Operations, Training, Quality, SMEs to gather requirements.
• Support knowledge transfer during client implementations and transitions.
• Review and update content based on feedback and metrics.
• Maintain version control and governance across materials and knowledge bases.
• Evaluate learning effectiveness through feedback and performance data.
• Ensure content aligns with adult learning principles and styles.
• Contribute to continuous improvement of learner engagement and readiness.

Skills

2-3 years experience

Learning design in support ops

Instructional design

Certifications in ID/eLearning

Content writing

Simplify complex concepts

Blended learning

Assessments & documentation

PM & organization

Cross-functional collaboration

MS Office / SharePoint / Confluence

Authoring tools (Storyline, Rise, Capt

Basic media skills

Tools

Articulate Storyline

Rise 360

Adobe Captivate

Camtasia

Vyond

SharePoint

Confluence

LMS

Job description

About the Role

As a member of SIDEs 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 Youll 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.

What Youll Bring

• 2 3 years of experience in an Instructional Designer, Learning Content Developer, or similar Learning Development role.
• 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.
• 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).
• 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 that improve onboarding quality, operational readiness, and learner confidence.
• Deliver high-quality learning content that remains accurate, current, and aligned with evolving operational requirements.
• Translate operational expertise into scalable learning solutions that improve knowledge retention and employee performance.
• Build trusted partnerships with Learning, Operations, Quality, and Program stakeholders to ensure learning remains relevant and effective.
• Continuously evaluate and enhance learning materials using learner feedback, quality insights, and operational performance data.
• Promote a culture of continuous learning, innovation, and operational excellence across the Global Player Support organization.

PS - This role involves a rotational shift (including US/Night shift)