Customer Operations Instructor and Curriculum Developer

Job Locations US-FL-Orlando
Posted Date 3 weeks ago(2/6/2018 4:54 PM)
Job ID
# of Openings
Customer Service/Support


Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).


The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.



Purpose: The Customer Operations Instructor and Curriculum Developer is responsible to analyze, design, develop, and implement training for Customer Operations personnel to ensure quality and performance standards are met or exceeded, in a fast-paced and dynamic Absence Management environment. Additionally, the Customer Operation Instructor and Curriculum Developer incorporates changes into training and materials based on feedback, changes, and client-specific input. The Customer Operation Instructor and Curriculum Developer utilizes diverse methods including instructor-led, web-based, self-paced, on-the-job, experiential, exploratory, scenario-based, and blended learning techniques.


Essential Duties:             

  • Delivers training to ensure that team members successfully obtain technical competency and sufficient job knowledge from training to operations, including software systems
  • Arranges for on-site and virtual training activities
  • Organizes and develops training manuals, reference libraries, testing and evaluation procedures, visual aids and other educational materials
  • Employs a systematic approach to training (ADDIE, SAM, Reverse ADDIE, SAT, ISD)
  • Performs needs analysis to determine training need
  • Applies adult learning theory in the development of training media
  • Determines course content per identified training objectives
  • Prepares course materials, job aids and learner assessments
  • Uses QA data to design and develop continuing training and revise existing training
  • Produces training schedules and classroom agendas
  • Tracks and reports data on completed courses, absences, issues, etc.



Minimum Qualifications:

  • 3-5 years’ experience designing, developing and delivering adult-focused training
  • 2 years’ experience with system/software training
  • 3-5 years’ experience in training facilitation including virtual delivery
  • Bachelor’s Degree or Professional Certification preferred, or equivalent combination of experience and education or professional training

Preferred Qualifications

  • Trainer Certification (ATD, CTT, Langevin, etc.)
  • Demonstrated proficiency in needs analysis
  • Proven ability to develop training materials (examples required)
  • Experience with Learning Management Systems
  • Experience in Absence Management


Essential Skills:

  • Excellent verbal and written communication skills
  • Strong interpersonal and facilitation skills
  • Highly collaborative and solution oriented
  • Ability to be flexible and responsive to changing situations
  • Intermediate level computer skills using Office 2013, Captivate, Storyline


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