Instructional Designer & Facilitator, Marketing Enablement

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality…designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

The Instructional Designer/Facilitator for Marketing Enablement is a highly skilled learning and enablement professional responsible for the end-to-end design, development, and delivery of learning solutions that support complex, marketing-driven go-to-market initiatives in a telecommunications environment.

This role serves as a key partner and subject matter expert to Marketing, Product, and Operations leadership, translating product, pricing, promotion, and related systems changes into clear, engaging, and performance-focused training and enablement resources.

The Instructional Designer/Facilitator will create and facilitate high-impact learning experiences that prepare customer-facing teams across multiple channels to deliver consistent, high-quality customer experience and achieve business targets.

Resposibilites:

• Design, develop, and update comprehensive training and enablement materials (e-learning, microlearning, playbooks, job aids, videos, quick-reference tools, knowledge checks, and facilitator guides) that support marketing campaigns, product launches, pricing changes, promotional offers, and other high-visibility go-to-market initiatives, ensuring alignment with brand standards, compliance requirements, and customer experience goals
• Own the end-to-end instructional design lifecycle for assigned initiatives, from intake and needs analysis through design, development, pilot, launch, and post-launch refinement, while managing scope, risks, and dependencies across multiple stakeholders and workstreams
• Facilitate virtual training sessions to introduce new products, pricing, promotional campaigns, and systems changes and to reinforce key behaviors, skills, and performance expectations for diverse audiences across operational channels
• Conduct train-the-trainer sessions and provide coaching to leaders, supervisors, and other facilitators to ensure they can confidently deliver marketing and product-related training content, answer questions, and reinforce performance expectations on the floor
• Translate marketing strategies, value propositions, and positioning into practical, channel-ready learning experiences that help employees clearly explain products, differentiate services, handle objections, and effectively position offers to drive conversion, take rate, and customer satisfaction.
• Develop systems and process training related to order-entry, billing, CRM, and other customer-facing platforms to support accurate quoting, ordering, troubleshooting, and account management activities, including scenario-based practice and simulations for complex workflows
• Partner with Marketing peers, Product owners, Operations, Project Managers, Sales Enablement, and other stakeholders to identify learning needs, define and document measurable learning objectives, and align training deliverables to go-to-market plans, timelines, and success metrics (for example, adoption, attach rate, NPS, and handle time)
• Apply instructional design best practices, adult learning principles, and established templates and standards to ensure learning solutions are concise, consistent, scalable, and easy to use across multiple channels, audiences, and modalities
• Measure learning effectiveness using assessments, surveys, utilization metrics, and operational performance data; synthesize findings into clear insights and recommend or implement improvements to content, facilitation, delivery methods, and reinforcement strategies to continuously optimize readiness and performance
• Maintain accurate and current learning assets within the learning management system (LMS) and related repositories, including version control, audience assignment, completion tracking, and retirement of outdated materials, ensuring stakeholders can easily find and deploy the right resources
• Document and refine repeatable instructional design, launch, and facilitation processes to support a consistent, scalable approach to go-to-market readiness and marketing training delivery, contributing to playbooks, standards, and best practices for the broader enablement function
• Collaborate with peers on the enablement and instructional design team to share best practices, provide and receive feedback, mentor less-experienced team members when appropriate, co-facilitate key events, and contribute to continuous improvement of standards, templates, tools, and ways of working
• May perform other duties as assigned
• The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in Instructional Design, Marketing, Communications, Education, or a related field, or equivalent experience designing and delivering training in a complex, customer-facing environment
• Minimum of 5 years of experience in training and instructional design, learning and development, or a related field, with demonstrated responsibility for designing and delivering learning solutions that support sales, customer care, or other customer-facing environments
• Experience in the telecommunications industry, particularly with internet, voice, or related connectivity products and services, or in a similar subscription-based or technology-driven industry with complex product portfolios
• Expertise in designing digital learning solutions such as e-learning, microlearning, videos, and blended learning programs using the Articulate 360 suite (Rise, Storyline) as well as Vyond, Camtasia, and Adobe Creative cloud for video and animation creation
• Expertise using video production, animation, or multimedia tools to create short form learning content, product explainers, and internal communications that drive awareness, adoption, and behavior change
• Expertise facilitating virtual training sessions for diverse audiences, with proven comfort engaging large and small groups, managing time effectively, adapting in the moment, and driving interaction, skills practice, and application
• Thorough understanding of adult learning principles and instructional design methodologies (for example, ADDIE, SAM) and the ability to apply them to create clear, engaging, and practical learning experiences for busy learners working in high-volume environments
• Experience working with a learning management system (LMS) to publish courses, manage assignments, automate notifications, and generate basic training completion and utilization reports that can be shared with stakeholders
• Ability to translate complex technical, product, and systems information into simple, learner-friendly explanations, scenarios, and practice activities that improve on-the-job performance and reduce errors, rework, and customer effort
• Strong planning and organizational skills, with the ability to prioritize and manage multiple design and delivery projects, competing deadlines, and interdependencies in a fast-paced, rapidly changing environment
• Effective communication and consulting skills with stakeholders at all levels, with the ability to influence without formal authority, build strong working relationships, and incorporate feedback to refine both training content and facilitation approach to support successful go-to-market launches
• Strong experience working with data and metrics to evaluate the impact of training (for example, completion, knowledge checks, performance trends), tell a clear story, and recommend actions that strengthen readiness and performance

BONUS POINTS FOR:

• Prior experience supporting marketing, go-to-market, commercial, or sales enablement teams focused on product launches, campaigns, promotions, and portfolio changes across multiple channels (inbound, outbound, digital, door-to-door, and partners)
• Familiarity with contact-center operations, including order-entry, billing, CRM, and ticketing systems commonly used in telecom or subscription-based services, and an understanding of how process and system changes impact frontline workflows and customer experience
• Professional certifications in instructional design, training, learning and performance, change management, or related fields (for example, ATD, CPTD, CPLP, or similar professional organizations).
• Experience participating in or leading cross-functional projects, workstreams, or readiness squads where training is a critical component of launch success

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice