Instructional Designer (Learning & Development)

Description

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 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)

Benefits

What we offer:

• The opportunity to join our growing business at an exciting time.
• Dynamic and entrepreneurial culture.

Who We Are

Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 15+ studios in over a dozen countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

For more information, visit www.side.inc.