United Shore

Operations Instructional Designer

Business Unit
United Shore


Comprised of Closing, Lending Support, Post-Closing and Client Experience, our Operations team is one of the fastest growing areas within United Shore. Operations is home to over 1,000 team members, and more than 20 distinct roles. Our Instructional Designer will partner with all teams throughout Operations to deliver the training materials our team members need. We need a rock star team member who will work closely with other members of the Training team and leaders throughout Operations to develop training materials and Academy content. 


  • Partnering with Training and Operations leadership to provide accurate, relevant, and effective training
  • Designing and developing Initial, Ongoing, and Continuous Improvement training for various roles throughout Operations
  • Collaborating with call coaches and call scorers about Client Service opportunities
  • Collaborating with fellow trainers on projects that help meet the needs of teams both within and outside of Operations
  • Developing new training courses which include course designs, activities, and all related materials (i.e. PowerPoints, job aids, and any materials necessary to participate in activities)
  • Developing Academy content including assessments, technology announcements, surveys, and more
  • Analyzing metrics to identify training and coaching opportunities
  • Acting as a backup to the trainer, which would include facilitating Initial, Ongoing, or Continuous Improvement training for various roles if needed
  • Regularly maintaining and updating our existing catalog of training material
  • Composing training related reports and/or meeting recaps


  • Minimum 12 months previous experience as an Instructional Designer
  • Experience with Captivate
  • Advanced experience with MS Word, Excel, and PowerPoint
  • Strong work ethic
  • Excellent communication and teambuilding skills
  • Strong written & verbal communication skills
  • Ability to handle multiple competing priorities in a rapidly changing environment and meet tight deadlines
  • Strong collaboration with team members, trainers, and leaders across all of Operations and Training
  • Consistently hit monthly goals
  • Maintain a positive attitude and exude confidence
  • Curiosity and willingness to seek out answers
  • Actively seek coaching and feedback
  • Solid independent work ethic
  • Consistently go above and beyond
  • Live and breathe our values
  • Approach tasks and projects with a “Yes Mentality”
  • Constant focus on solutions
  • High School Diploma
  • Position requires onsite attendance


  • Previous mortgage experience
  • English, Writing, or Instructional Design degree


United Shore is a diverse group of mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $100 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. And we believe in setting our team members up for success by creating a unique, energetic culture where you can be yourself and still reach your professional goals. 

Here are some of the reasons you’ll love working here:

  • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus sports leagues
  • Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
  • Gourmet cafeteria featuring homemade breakfast and lunch, and a dedicated food truck
  • Free fruit, soft drinks and coffee
  • Convenience store featuring grab-and-go snacks
  • In-house Starbucks and indoor/outdoor café with Wi-Fi
  • Escape room designed for team-building activities
  • Indoor/outdoor putting greens


All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with United Shore is "at-will." United Shore is an Equal Opportunity Employer.


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