Jobs at American Airlines in Canada

Job Summary

We’re looking for more than just an instructional designer. We need a content creator and digital storyteller. If you love turning concepts into engaging learning experiences, we’d love to hear from you.

As an Instructional Designer, your role is to transform ideas and scripts into polished, engaging, and interactive training content. Whether it’s a YouTube-style animated explainer video, an interactive e-learning module, or a digital job aid, you’ll create training that captures attention and makes learning effortless.

We need someone who thrives on volume and speed. A self-starter who can take raw information and rapidly produce high-quality digital training materials. You should be comfortable using Articulate Rise, Storyline, Doodly, Animaker, Powtoon, and other tools to generate content quickly, keeping our training materials fresh and up to date.

Your work will have a direct impact on Agent Satisfaction scores, CSAT, AHT, and First Contact Resolution.

Duties & Responsibilities

Instructional Design and Content Production

• Produce high-quality training content at scale, turning ideas into polished materials rapidly.
• Create animated instructional videos with narration, similar to engaging YouTube explainer content.
• Develop interactive e-learning modules using Articulate Rise, Storyline, and other platforms.
• Design job aids, quick-reference guides, and digital learning materials tailored for Contact Centre agents.
• Convert complex processes into easy-to-understand, visually engaging learning experiences.
• Keep all training materials up to date, ensuring accuracy and consistency across platforms.
• Ensure training content is visually appealing, concise, and engaging, avoiding traditional, text-heavy approaches.

Collaboration and Process Improvement

• Work closely with subject matter experts to gather raw content and transform it into engaging training.
• Provide creative solutions for training challenges, helping to make complex topics easy to understand.
• Identify opportunities to improve training content, format, and delivery methods to enhance engagement.
• Maintain and organize a library of training materials, ensuring quick access and easy updates.

Other Responsibilities

• Stay up to date on trends in instructional design, digital learning, and content creation tools.
• Take on additional projects as needed to support the evolving training needs of the Contact Centre.
• Active participation in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operation; understand, comply, and promote the Company Safety Policy.

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Expert in content creation tools like Articulate Rise, Storyline, Doodly, Animaker, Powtoon, or similar.
• Fast and efficient at turning raw scripts or concepts into polished digital learning materials.
• Proficient in Google Suite including Docs, Slides, and Gmail.
• Strong video editing and motion graphics skills.
• Ability to storyboard and script compelling training videos.
• Excellent written and visual communication skills.
• Comfortable in a fast-paced, high-volume environment.

Location

Toronto Downtown Office (250 Yonge Street) (Hybrid: 50% in office)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.