• Design and develop scenario-based learning experiences that prepare teams to make effective decisions during complex escalation and support situations. • Translate real-world escalation scenarios, stakeholder intent, and operational challenges into structured learning goals and curriculum architecture. • Build scalable online learning programs that support continuous readiness across global teams. • Create engaging learning content including storyboards, scripts, videos, and interactive training modules. • Develop training that focuses on judgment, decision-making, and behavior change, not just procedural or tool-based instruction. • Partner closely with program leads, escalation owners, and subject matter experts to gather insights and refine learning scenarios. • Design training that helps teams anticipate risks, evaluate trade-offs, and choose appropriate escalation paths under pressure. • Apply modern learning approaches such as scenario-based learning, adaptive learning, and AI-assisted learning concepts. • Ensure learning programs are adaptable and effective across multiple roles, regions, and global audiences. • Manage the lifecycle of learning deliverables including planning, development, feedback cycles, and global release readiness. • Iterate on learning materials based on stakeholder feedback, engagement metrics, and program effectiveness signals. • Provide guidance on scaling learning globally and tailoring messaging to different audiences and roles.