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About the Role As a member of SIDE's 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 You'll 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. Requirements What You'll 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 quali