Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Instructional Designer will be responsible for designing and developing a wide range of learning materials to support business needs across the organization. This role partners closely with the Learning & Development (L&D) team and key business stakeholders to translate strategy and intent into engaging learning interventions that drive behavior change and measurable business impact.

The Instructional Designer will analyze learning needs, design and develop blended learning solutions, evaluate program effectiveness. This is a role for someone passionate about creating innovative, human-centered learning experiences that build the skills and capacity of BSS Team Members and Leaders in professional, technical, and leadership development.

Strategic Agility:

• Represent L&D in organizational and departmental initiatives, ensuring all learning solutions reflect BSS’s core values (Always put the client first, Communicate with transparency, Listen with compassion, Show commitment in every interaction, Accomplish more through collaboration, Be accountable for every client’s success).
• Collaborate with leadership to identify needs, diagnose problems, generate solutions, and demonstrate the business impact of learning interventions.

Instructional Design:

• Apply adult learning principles and instructional design models (ADDIE, SAM) to create effective solutions.
• Conduct needs analyses through stakeholder, SME, and learner interviews to curate relevant, targeted content.
• Design and develop learning in multiple formats (Instructor-Led Training, eLearning modules, facilitator/learner guides, multimedia, job aids).
• Build engaging eLearning modules using Articulate Storyline, Rise, Studio, or Replay.
• Support Train-the-Trainer sessions as needed.

Customer Service:

• Demonstrate strong customer service orientation by responding effectively to stakeholder needs and maintaining productive relationships with senior leaders.
• Mentor and support L&D colleagues in instructional design methods and processes.

Drive for Results:

• Deliver projects on time, within scope, and on budget.
• Establish clear objectives and measures of success.
• Monitor and report on key metrics to evaluate learning effectiveness and business impact.

• Bachelor’s degree in a related field required
• 3+ years of instructional design experience for adult learners
• 3+ years of experience in Human Resources, L&D, or Talent Management
• Experience in financial products/services within a call center environment preferred
• Proficiency with Articulate 360 (Storyline, Rise, Studio, Replay); familiarity with additional content authoring tools is a plus
• Strong oral and written communication, presentation, and facilitation skills
• Demonstrated ability to design for multiple modalities (ILT, eLearning, web-based, blended)
• Strong leadership, analytical, documentation, and project management skills
• Results-driven, detail-oriented, and process-focused with a proactive approach
• Consistent punctuality and reliability
• Ability to thrive in a fast-paced environment

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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