Services Operations Manager, Implementation & Training Job in multiple locations | Careers at D2L
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  • Multiple Locations
  • Full-time
  • Customer Engagement

Services Operations Manager, Implementation & Training

  • Reference #: 3740312
Multiple locations

Kitchener, Ontario | Remote - Canada | Toronto, Ontario

We are looking for a Services Operations Manager to improve and drive the effectiveness and efficiency of our Implementation & Training Services team.

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. 

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L’s has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

General Description (Job Summary):

You will report into the Director of Implementation & Training Services and will be their trusted partner in defining Implementation & Training objectives, strategy, and tactics, and in implementing processes that scale.  Through regular reviews of available data, this role will provide the Implementation & Training leadership team insight into data that will help drive business decisions.  This role will also assist is providing key metrics for objectives and leading indicators of team performance.

The Services Operations Manager provides support and guidance to the Implementation and Training teams, by acting as their representative when product, tool, or process changes are required, by ensuring that all supporting materials are up-to-date, and by directly enabling and supporting the team in effectively leveraging the appropriate tools, processes, and materials.

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

Business Partnership and Improvement Ownership

  • Act as a business partner for the Implementation & Training Services teams, providing guidance and insight into process performance and improvement opportunities.
  • Generate reporting when necessary for the Implementation & Training team, providing insightful analysis relevant to the request
  • Act as the central owner of all improvement initiatives for the Implementation & Training Services team, including tracking and reporting on progress of all ongoing initiatives.
  • Assist with improvements of the services provided to our customers, including the onboard and launch experience, training experience, and any other relevant services; working closely with the Service Portfolio Manager as necessary.
  • Create, implement, and maintain Implementation & Training tools and processes.
  • Work with other operations teams (customer success, sales, marketing) to improve overall alignment
  • Coordinate cross-functional processes that help the team to run efficiently and effectively, including providing feedback to other areas of the organization
  • Participate in and act as a business representative on cross functional projects
  • Monitor data quality within the systems and work with IT, Finance, Sales Ops and and other internal cross-functional teams to address the root cause of any quality issues and resolve them

Team Enablement

  • Act as a stakeholder for all product changes, representing the Implementation & Training Services team by bringing a senior-level of subject matter expertise of these spaces, including influencing how service delivery practice evolves to align with product changes.
  • Own team enablement and change management as it relates to changes influenced by D2L product changes, tooling changes, process changes, or practice changes.
  • Act as a SME providing training videos and materials to be used for enablement in the Implementation & Training Services teams
  • Provide guidance on Implementation & Training Services processes to ensure they are adhered to and take corrective action when not

Operational Support

  • Facilitate meetings effectively by managing the agenda, the meeting content and quality, the action items, the action owners and the follow-up activities
  • Provide day-to-day support for the Implementation & Training Services teams
  • Complete other requests as required to support the business

Competencies (What you’ll bring to the role):

  • 5+ years experience in an operations or customer service delivery capacity  
  • Has extensive relevant experience with additional technical or functional expertise 
  • Understanding of tools, processes, and systems relevant to Service delivery; relevant experience in technology industry preferred
  • Passion for designing processes that scale  
  • Excellent written and verbal communication skills 
  • Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time. 
  • Well-developed interpersonal skills, able to build and manage strong relationships cross-functionally across all management levels and roles to collaborate and execute effectively. 
  • Analytical thinker with the ability break down complicated issues and simplify complicated processes 
  • Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams. 
  • Proven ability to understand strategic objectives and align team objectives accordingly
  • Strong experience with Microsoft Office (especially Excel, PowerPoint)  
  • Experience in managing administrative aspects of service delivery planning is an asset. 
  • Experience with PowerBI and Salesforce reporting is an asset

Why we’re awesome…

Key reasons you should apply:

  • Supported to do the best work of your life
  • Mission to transform the way the world learns
  • Flexible work hours
  • Two paid volunteer days
  • Health and wellness programs
  • Collaborative work environment
  • Various committees including Environmental Advisory Committee and Social Committee
  • And lots of other great benefits

Thanks for reading the full job profile – hope you are now ready to apply!  We are excited to meet you.

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