Instructional Design Manager, General Assembly (NYC area or Eastern US)

About the Role

We are looking for an Instructional Design Manager to own how our learning products come to life through facilitation. This is a client-facing role that may be 100% remote and may require up to 40% travel on-site to international clients or other locations for business needs.

Reporting to the Director of Learning Design and Development, this role sits at the intersection of learning design, product, client experience, and delivery and is responsible for translating our learning experiences into clear, consistent, scalable facilitation practices.

You will define our facilitation methodology and standards, build facilitator enablement and certification systems, establish quality and coaching frameworks, and ensure facilitators and SMEs are fully prepared to deliver learning experiences as they were designed.You will also partner directly with clients and internal client-facing teams to understand delivery needs, support key engagements, and represent the learning experience perspective in conversations about program design, facilitation, and delivery quality.

This role solves the critical challenge of bridging the gap between product development and scalable delivery. You will build the systems that help facilitators deeply understand a product’s instructional intent, confidently adapt in the moment, and maintain a cohesive learner experience across programs, clients, regions, and delivery modalities.

This is not primarily a curriculum development role and does not include direct people management. While you will bring strong learning design expertise and work closely with our Learning Design team, your primary focus will be facilitation excellence, product enablement, client experience, and delivery quality.

• Remote – US

In this role you can expect to

Facilitation Standards & Methodology

• Establish and maintain a consistent, scalable facilitation methodology across program types and delivery modalities.
• Define facilitation presentation standards, quality criteria, and best practices that clarify what excellent delivery looks like.
• Partner with Learning Design to translate instructional intent into high-quality facilitator guides, run-of-show materials, and supporting resources.
• Establish documentation standards for facilitator-facing assets, including structure, usability, consistency, and level of instructional guidance.
• Define inclusive and accessible facilitation practices that support diverse learner needs, learning environments, and global audiences.
• Model strong facilitation practices through demonstrations, train-the-trainer sessions, and facilitator enablement experiences as needed.

Facilitator Enablement & Readiness

• Design and maintain scalable onboarding and enablement pathways for new facilitators, experienced facilitators, and subject-matter experts.
• Define readiness criteria, certification protocols, and product-specific enablement requirements before independent delivery.
• Develop systems that help facilitators efficiently build familiarity with new products, instructional approaches, and delivery expectations.
• Ensure facilitators remain current as products, content, tools, and delivery approaches evolve.
• Maintain clear visibility into facilitator certification, readiness, and demonstrated areas of expertise so Operations and Delivery teams can make informed staffing decisions.
• Identify gaps in facilitator readiness and recommend targeted enablement or remediation approaches.

Product Delivery Readiness

• Ensure facilitation readiness is embedded into the product development and launch process from the outset.
• Define the facilitator enablement requirements that must be complete before a new product or major product update moves into live delivery.
• Partner with Product and Learning Design teams to ensure facilitator guides, enablement resources, readiness criteria, and delivery guidance are complete and usable before launch.
• Identify delivery risks or gaps that could prevent facilitators from executing the learning experience as intended.
• Support product pilots and early deliveries to validate facilitator readiness and surface opportunities for improvement before broader rollout.

Quality, Coaching, and Continuous Improvement

• Define and maintain the quality framework, observation practices, and evaluation standards used to assess facilitation across our learning experiences.
• Establish consistent observation and calibration practices so facilitators receive clear, actionable, and equitable feedback.
• Use observations and delivery data to identify coaching opportunities and recurring quality themes across facilitators, products, and programs.
• Synthesize feedback from facilitators, learners, clients, and delivery teams to understand what is working and where experiences need to improve.
• Distinguish between individual facilitation needs and systemic product or delivery issues, ensuring each is addressed through the appropriate mechanism.
• Translate recurring insights into improvements to facilitation methodology, curriculum, facilitator resources, onboarding, and enablement.
• Track quality indicators and surface trends, risks, and opportunities to Learning and Product leadership.

All About You

Core Experience & Education

• 5+ years of experience in Instructional Design, Learning Experience Design, facilitator enablement, training, or a related field.
• 3+ years of experience delivering live, interactive learning across virtual, hybrid, and in-person environments.
• Demonstrated experience building facilitator onboarding, enablement, certification, or train-the-trainer programs.
• Experience evaluating facilitation performance and driving improvement through structured observation, coaching, performance rubrics, and feedback loops.
• Strong understanding of adult learning principles and how instructional design translates into effective live facilitation.
• Bachelor’s degree in Education, Instructional Design, Human Resources, or a related field preferred. Professional certifications such as CPTD or equivalent instructional, facilitation, or coaching certifications are highly desirable.

Facilitation Systems & Quality Expertise

• Demonstrated success designing scalable onboarding and enablement pathways that accelerate facilitator readiness while maintaining delivery quality.
• Ability to build practical quality frameworks, evaluation rubrics, certification standards, and feedback systems across diverse product offerings.
• Experience creating facilitator guides, delivery playbooks, run-of-show materials, and other facilitator-facing resources.
• Strong coaching and feedback skills, with the ability to identify both individual performance needs and systemic quality issues.
• Ability to use quantitative and qualitative feedback to identify trends and inform continuous improvement.
• Strong judgment in balancing instructional design integrity with the realities of adaptive live delivery.

Collaboration & Adaptability

• Experience working cross-functionally across Learning Design, Product, Operations, and Delivery teams.
• Ability to influence standards and drive adoption without direct people-management authority.
• Proven agility operating in fast-paced environments where products, client needs, and delivery approaches evolve quickly.
• Strong communication skills and the ability to translate complex instructional concepts into clear, practical guidance for facilitators and stakeholders.
• Experience supporting learning experiences across multiple regions, cultures, or delivery contexts is highly desirable.
• Comfort working across virtual, hybrid, and in-person modalities and traveling internationally when required.
• Demonstrated experience working directly with clients or external stakeholders in a consultative, advisory, training, or learning-delivery capacity.
• Strong client-facing communication skills, with the ability to build credibility, understand client needs, and confidently represent learning design and facilitation recommendations.
• Ability to translate client goals and constraints into practical learning and delivery solutions while maintaining instructional quality.

What Success Looks Like

• Facilitation quality: Live learning experiences consistently meet established facilitation and instructional quality standards across products, facilitators, and delivery modalities.
• Facilitator readiness: Facilitators and SMEs complete clear onboarding and readiness pathways and demonstrate product and facilitation proficiency before delivering independently.
• Efficient onboarding: New facilitators and SMEs move from onboarding to delivery readiness efficiently, with clear expectations, resources, and support throughout the process.
• Ongoing performance and coaching: Active facilitators receive regular observation, actionable feedback, and coaching that drives continued development and stronger delivery.
• Product launch readiness: New learning products launch with complete facilitator guides, enablement resources, readiness criteria, and delivery guidance in place.
• Learner and client experience: Facilitation contributes to strong learner engagement, satisfaction, and client confidence in the quality and consistency of our learning experiences.
• Client partnership: Clients view this role as a credible learning and facilitation partner who provides clear guidance on learner experience, facilitation, and program execution.
• Continuous improvement: Insights from facilitators, learners, clients, and delivery teams are systematically translated into improvements to curriculum, facilitator resources, and facilitation methodology.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment.
• We foster an open-minded environment where people spark new ideas and explore alternatives.
• Compensation: $70,000 - $100,000 per year plus annual bonus opportunity

Placement within this range is determined based on geographic location, experience, and other compensatory factors.

• Benefits: Employees who opt into benefits as part of full-time employment, benefits include medical, dental, vision, term life and AD&D insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans, and a 401k plan or a non-qualified deferred compensation plan. Available paid leave includes Personal Time Off (PTO) on an accrual basis per year, Paid Holidays, and up to 6 weeks of Paid Parental Leave. PTO and holiday hours are prorated based on hire date within the calendar year.

As one of the world’s largest employers, we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We have zero tolerance for unlawful discrimination or harassment against any employee, associate, or candidate, at any stage of their journey with us. We seek to create an environment where everyone can thrive and feel engaged. Our commitment to equal opportunity is part of our broader commitment to respecting fundamental human rights across our value chain.

Equal Opportunity Employer/Veterans/Disabled.

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