Instructional Design - PRODUCT SUPPORT SUPERVISOR
About The Position
With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose The Instructional Design Supervisor leads the end-to-end strategy, development, and quality assurance of learning solutions for the Technology Support Center (TSC). This role manages a team of instructional designers and the project queue while providing guidance and mentorship to the design team to ensure excellence. This position oversees the creation of all deliverables including e-learning, virtual instructor-led materials, and job aids to ensure they are pedagogically sound, brand-aligned, and scalable. Beyond creative oversight, the Supervisor serves as a critical liaison between SMEs, Strategy, and Delivery teams to align learning assets with operational goals. By leveraging data-driven insights and advanced instructional design methodologies, this position drives continuous improvement in content effectiveness and accelerates the speed to proficiency for TSC associates.
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Must be legally permitted to work in the United States
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
- 3+ years of experience in instructional design or adult learning, with at least 1 year in a lead role.
Nice To Haves
- A bachelor’s degree in Instructional Design, Education, or a related field is preferred.
- Advanced proficiency with industry-standard e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate).
- Experience with Vyond and graphic design tools (e.g., Adobe Photoshop) for asset creation.
- Proven ability to manage multiple complex design projects simultaneously.
- Strong leadership, coaching, and feedback skills focused on developing the talent of instructional designers.
- Excellent written and verbal communication skills for presenting design strategies and collaborating with internal stakeholders.
- Solid understanding of the ADDIE model, SAM, or other instructional design principles.
- Knowledge of SCORM/xAPI standards for content publishing.
- Familiarity with the operational environment of a Technology Support Center is highly desirable.
- Experience managing creative project queues and resource allocation within a fast-paced corporate L&D environment.
- Proven track record of establishing design standards and performing final quality sign-off on diverse learning modalities (e-learning, job aids, video).
Responsibilities
- Delivery & Execution: Provides on-call support at Team Lead level in paging system
- Documents, reviews and ensures that all quality and change control standards are met
- Partners to resolve escalated technical and executive level issues
- Acts as a SME for various aspects of the IT Support business to ensure knowledge base articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, Security/Virus, Training/Knowledge Mgmt, Change Mgmt, Microsoft, Telepresence, etc.
- Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented
- Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk
- Drives alignment and improvement across the IT Support
- Administration & Operations: Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)
- Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
- Assesses sets, communicates, and drives standards in quality, call handling, troubleshooting, and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team accountable to meeting these standards
- Communicates regular pertinent product update information to keep knowledge current
- People: Provides leadership, mentoring, and coaching to the team
- Attracts, retains, and develops top talent
- Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback
- Acts as a proponent of best practices
- Facilitates the onboarding and ramp up of new team members
- Monitors and observes team performance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
