Job Title


Account Executive

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Develops and distributes effective communication pieces, training materials and documentation, including printed, on-line and interactive electronic mediums. Maintains consistent standards of quality for coursework, trainer materials and documentation created by the training department. Serves as a point person for questions regarding on-going training projects. 

Reports to Manager, Instructional Design 


Creates materials and outlines used by trainers, supervisors and managers within Choices contact center network 
Designs, creates and maintains facilitator and participant guides for all contact center associate development courses 
Designs, creates and maintains monthly team meeting materials for use by all supervisors within the contact center network 
Designs instructional materials using a participant centered approach focusing on retention and results 
Creates online (electronic) training materials and tools to be used by Choice associates 
Designs, creates and maintains e-learning modules and lessons to support overall business goals and to support broader learning initiatives 
Create and publish lessons using a third party authoring system such as Captivate or Articulate 
Enter and maintain cases in the agents enterprise knowledgebase 
Support ongoing communication efforts by creating articles, web postings, blogs, posters, email messages, memos, etc. that outline and/or explain key projects, promotions, processes, and plans. 
Manages messages and tone ensuring consistent delivery of key information that supports associate engagement and our brand 
Promotes benefits of voice reservation and customer care initiatives to franchisees and internal stakeholders 
Writes internal and external communication pieces for distribution to guests, associates and franchisees 
Assists in design and layout of both printed and electronic communication pieces 
Conducts gap analysis and needs assessment with various user groups to determine training needs 
Review on-going ID projects to help maintain consistent levels of quality, delivery and effective results 
Works closely with the Quality Assurance team, Contact center management and supervisors, and the Training staff to enhance the effectiveness of training documentation and materials 


College degree or equivalent experience in Communications, Education, Instructional Design, or related field 
Proficiency with Microsoft Office; specifically Word, PowerPoint and Excel 
Training experience (adult learning and technical skill training) preferred 
At least 3-4 years Instructional Design or Communications experience 
Advanced skills in online development tools like Macromedia Flash, Authorware, or Articulate 
Knowledge of Instructional Design methodologies and adult learning theories 
Ability to present information and conduct meetings 
Comfortable speaking in front of groups 
Ability to work under pressure and/or for extended hours 
Attentive to details 
Excellent verbal, written, organizational, and problem-solving skills 
Ability to multi-task 
Ability to listen to and respond to customers needs 
Ability to remain flexible at all times 
Must be able to uphold Choices Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.