Manager - instructional design

American Express Global Commercial Services (GCS) is the global leader in commercial payments, driving innovation and growth for businesses worldwide. To sustain this momentum, our Learning & Development team within GCS Sales Enablement is seeking a Manager, Instructional Design to lead end-to-end instructional design projects that translate business needs and performance gaps into effective learning solutions for our commercial sales and customer-facing organizations.

This role combines instructional design consultation, learning solution development, stakeholder partnership, and content governance. You’ll partner closely with Training Delivery teams, subject matter experts, field champions, and business stakeholders to identify the right learning approach, design and develop solutions that address the identified need, usher content through required governance processes, and maintain learning assets long term.

This role is ideal for a collaborative, highly organized instructional designer who can lead larger-scale design projects from consultation through handoff to Training Delivery, balance creativity with structure, manage stakeholders and timelines, and create learning experiences that are practical, engaging, compliant, and aligned to American Express business priorities.

RESPONSIBILITIES

• Lead end-to-end instructional design projects, from needs analysis and learning strategy through content development, approvals, and delivery handoff.
• Partner with business leaders, SMEs, and training teams to identify performance gaps and recommend effective learning solutions.
• Design and develop engaging learning assets including eLearning, instructor-led training, videos, job aids, role plays, and performance support tools.
• Manage project scope, timelines, stakeholder reviews, risks, and deliverables across multiple learning initiatives.
• Ensure learning content meets governance, compliance, quality, branding, and approval requirements before launch.
• Oversee content maintenance, updates, and lifecycle management to keep learning assets accurate and relevant.
• Lead and coach an Instructional Design Analyst while providing project direction and prioritization.
• Influence stakeholders across Sales, Product, Marketing, Governance, and L&D teams through strong communication, storytelling, and data-driven insights.
• Drive continuous improvement by leveraging modern learning technologies, digital learning trends, and AI-enabled learning solutions.

QUALIFICATIONS

Minimum Qualifications

• 5+ years of experience leading end-to-end learning projects, including needs analysis, solution design, content development, governance, launch, and measurement.
• Proven experience designing and developing eLearning, instructor-led training, videos, job aids, and other performance support resources.
• Advanced proficiency with Articulate Storyline/Rise and other learning technologies used to create engaging digital learning experiences.
• Experience consulting with business leaders, managing cross-functional stakeholders, and driving projects from concept through implementation.
• Experience managing content review, approval processes, documentation, version control, and compliance requirements in a structured environment.

Preferred Qualifications

• Experience building training programs for sales, account management, contact center, or other customer-facing teams.
• Experience leading, coaching, mentoring, or managing instructional design and learning professionals.
• Background in financial services, banking, insurance, healthcare, or other compliance-driven environments.
• Experience measuring learning effectiveness and leveraging learner data, feedback, and business metrics to demonstrate impact.
• Experience with LMS platforms, content lifecycle management, and AI-enabled learning development tools and practices.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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