Instructional Designer, Customer Support Ops

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 85,000 - 125,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking an experienced Instructional Designer to architect our learning content for the US Customer Support Organization. Reporting to the Training Lead, you will own the full content lifecycle—from needs analysis to deployment—empowering both in-house and BPO teams across multiple queues and LOBs.

You will translate complex policies into clear, engaging training, design modules including SCORM eLearning and virtual sessions, and collaborate with subject matter

Qualifications

• 3+ years of instructional design experience in high-volume contact center or tech environments.
• Expert proficiency with authoring tools (Articulate 360/Storyline, Adobe Captivate) and graphic design software.
• 2+ years of LMS content management, including SCORM/xAPI.
• Advanced project management skills enabling multiple content projects.
• Ability to work autonomously in a fast-paced, evolving environment.
• Excellent written communication translating policy into instruction.

Responsibilities

• Design end-to-end training programs including virtual instructor-led sessions, self-paced eLearning (SCORM), and blended solutions for the US customer support lifecycle.
• Analyze performance data (CSAT, Error Rates, AHT) to deploy targeted interventions addressing skill gaps across LOBs.
• Apply ADDIE and adult learning theories to select effective modalities based on learner needs and policy requirements.
• Collaborate with Operations, Quality, and Training Delivery SMEs to translate updates into engaging content.
• Build quizzes, assessments, and certification paths to measure learning retention and ensure standards.
• Maintain a scalable training library and update materials in real-time as SOPs/products evolve.
• Develop Train-the-Trainer materials and delivery plans for consistent execution across BPO partners.
• Manage learning technologies and authoring tools to enhance visuals and interactivity.

Skills

Instructional design

Project management

Data-driven decision making

Written communication

Tools

Articulate 360/Storyline

Adobe Captivate

LMS management

Job description

Responsibilities

About the Role

The Instructional Designer for the US Customer Support Organization is the primary architect of our learning content. Reporting to the Training Lead, you will lead the design and development of the curriculum that empowers our in‑house and BPO teams across a variety of queues and Lines of Business (LOBs). You are responsible for translating complex workflows into high-impact, data-driven learning solutions. As the sole instructional designer on the team, you will own the entire content lifecycle—from initial needs analysis to final deployment—ensuring our teams have the knowledge necessary to provide a safe and superior user experience.

Key Responsibilities

• Own the end-to-end design of training programs, including virtual instructor‑led sessions, self‑paced eLearning (SCORM), and blended learning solutions tailored to the US customer support lifecycle.
• Actively analyze performance data (e.g., CSAT, Error Rates, AHT) to design and deploy specific training interventions that directly address identified skill and knowledge gaps across different LOBs.
• Apply adult learning theories and the ADDIE model to determine the most effective training modality and structure based on learner needs and complex policy requirements.
• Act as the primary liaison with Operations, Quality, and Training Delivery subject matter experts to translate technical updates and support workflows into digestible and engaging learning content.
• Build robust quizzes, skill assessments, and certification paths to measure learning retention and ensure all associates meet TikTok USDS JV's standards for service delivery.
• Establish and maintain a scalable training library, ensuring all materials—from one pagers to interactive modules—are updated in real‑time as SOPs and products evolve.
• Collaborate with Training Specialists to develop Train‑the‑Trainer (TTT) materials and delivery plans that ensure content is executed consistently across our BPO partners.
• Manage the implementation of learning technologies and authoring tools to enhance the visual and interactive quality of all training materials.

Minimum Qualifications

• Minimum 3 years of experience in instructional design, specifically building training programs from the ground up in a high‑volume contact center or tech environment.
• Expert proficiency with industry‑standard authoring tools (e.g., Articulate 360/Storyline, Adobe Captivate) and graphic design software.
• 2+ years of experience managing content within Learning Management Systems (LMS), including SCORM/xAPI implementation and tracking.
• Advanced project management skills, with the ability to lead multiple content projects across different queues and LOBs independently.
• Proven ability to navigate ambiguity and build content autonomously in a fast‑paced, evolving environment.
• Exceptional written communication skills, with a focus on translating complex policy language into clear, actionable instruction.

Preferred Qualifications

• Experience using support‑specific metrics (CSAT, Resolution Rate, QA scores) to drive curriculum design and measure training effectiveness.
• Previous experience in a policy‑heavy or high‑stakes environment such as Trust & Safety or Content Moderation.
• Proficiency in video editing and multimedia production for e‑learning.
• Experience designing training content for diverse audiences and various support workflows.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision‑making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On‑site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real‑time decision‑making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in‑person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA