Learning Administration Manager (USA)

*Please note this posting is for USA-based applicants. Please apply through the Canadian posting if you are located in the Canada. 

The Learning Administration Manager is a highly trained individual who will be tasked with administering the Brightspace Learning Environment for D2L’s Education and Corporate customers. The Learning Administration Manager serves a vital role in supporting the Brightspace Learning Environment while keeping customer success and satisfaction as a key business driver. Engaging with a skilled Learning Administration Manager allows customers to focus on mission-critical business knowing the Brightspace Learning Environment is well managed. The Learning Administration Manager will effectively implement strategies to maintain customer satisfaction. In addition to working with their own accounts, the Learning Administration manager will share product, technical and process knowledge with other team members to strengthen our ability to successfully engage our customers. 

Major Responsibilities (How Will I Make an Impact?):

• Work as a Named Resource for a group of D2L customers in administering their Brightspace Learning Environment 
• Complete D2L training to become fully Brightspace Certified 
• Maintain and expand knowledge of the Brightspace Learning Environment, as well as other products offered by D2L 
• Leverage customer relationships to create and enhance internal processes that encourage better knowledge of, attention to and addressing of customer needs 
• Own outcomes vs tasks 
• Focus relentlessly on exceptional stakeholders’ experience 
• Make clear decisions in a timely manner 
• Challenge the status quo – make enhancement and improvement suggestions 
• Identify conflicting priorities and take ownership for resolving them 
• Treat people with respect and courtesy 
• Invest time and resources to grow and develop 

What you’ll bring to the role:

Competencies: 

• Ability to complete multiple tasks concurrently and deliver results under pressure  
• Good project, organization and time management  
• Good in relationship building and conflict negotiation  
• Good written and verbal communication capabilities, including the ability to present technical issues to a non-technical audience  
• Self-starter, capable of working independently and remotely when needed  
• Ability to think critically; to identify problems and to generate, evaluate and implement solutions in real-time  
• Ability to manage challenging conversations with customers and internal stakeholders   
• Ability to work with at risk customers to address areas of concern and increase customer satisfaction  
• Strong collaborator and team player   
• Ability to focus on career and professional development in addition to ensuring customer satisfaction  
• Good in networking with colleagues to build connections across D2L, furthering knowledge on and awareness of the LAM program  
• Ability to communicate with senior leadership at customer organizations and internally, conveying technical and other information in an appropriate manner based on their level of knowledge and expertise   
• Strong teaching abilities to share product knowledge, processes and best practice information with other team members  
• Ability to document tasks for auditing purposes  
• Acumen with Artificial Intelligence tools

Skills 

• Full understanding and knowledge of the specific tasks that are required to administer a Learning Management System (LMS) including, but not limited to the following:   
• Management of users and groups including learners, instructors, ASCs, etc.  
• Enrolment of users into appropriate courses  
• Configuration of permissions and settings  
• Bulk course copying and editing  
• Homepage and Navbar management  
• Integration configuration   
• Effective practices for implementation of tools  
• Basic understanding of Microsoft Excel, including using formulas, Pivot Tables, VLookup and XLookup