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Manager, CARE Learning Technology - US/Europe Remote

Date:  Nov 24, 2021
Location: 

Waltham, MA, US, 02451 Munich, DE, 80333 London, GB, ECR4R 1 BR Dublin, IE, D24 E180 Amsterdam, NL, 1012 AB Boston, MA, US, 02111 Barcelona, B, ES, 08019

Company:  Vista

Who We Are:

Vistaprint is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vistaprint, small businesses can create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.

 

Global Customer Value (CARE)

Our global CARE team is key in delivering best in class service committed to and focused on providing exceptional experiences for our customers. We are empowered to create lasting impressions and build authentic relationships with a wide range of small business owners each day.

In this important role you will enable our Customer Service Professionals across the globe to deliver jaw-dropping customer value by creating tailored and inspiring learning solutions that ensure expertise at all customer touch points.

 

What You Will Do:

  • Oversee the daily operations and maintenance of the LMS and Jira ticket system by working with a team of learning and development professionals and internal stakeholders.
  • Outline and manage projects for LMS and Knowledge Base optimization including audits, testing and implementation of new features, user/admin training and communication.
  • Create and maintain system groups, roles, permissions, licenses, SSO/ API exchanges, learning paths and programs, automated enrollment, and additional functionality within the LMS and integrated platforms.
  • Complete daily deployment, reporting, and user maintenance responsibilities for learning technology platforms including 360 LMS, Jira and Zendesk.
  • Maintain standardized documentation and service level agreements on LMS operational processes to provide a comprehensive LMS governance model.
  • Partner with core audience team members, trainers, and Instructional Designers to establish a centralized deployment process and accurate content library system.
  • Provide functional and technical support and training for 360 LMS, L&D support request ticketing system and Knowledge Base.  Create documents and help materials for users and admins.
  • Use data to make informed recommendations on enhancements, while also providing analysis to partners on learner performance and training effectiveness.
  • Measure engagement, compliance, and program effectiveness by creating and reporting on course completions, post-class assessments and surveys and platform analytics. Provide custom and automated reports to stakeholders.
  • Perform user-acceptance testing within LMS when new programs are developed. Create job aids and other support documents to support launch of new programs.
  • Work directly with vendors to escalate feature requests, issue resolution, bug reports, and miscellaneous feedback. Track progress of escalation to completion.
  • Build online assessments, evaluations, and interactivity with the LMS for courses.
  • Make recommendations for future improvements to content management, workflow processes, and user experience. 
  • Monitor tickets and assist users and admins with technical difficulties and questions.
  • Test and upload files for courses and resources in the LMS and Knowledge Base.  Perform regular audits to ensure that all content is updated and functioning properly.

 

Your Qualifications:

  • 5+ years of relevant professional experience in a similar role, preferably in an international company with a matrix organization.
  • Academic Degree, major in Adult Education, Educational Technology, Instructional Design, IT or related field.
  • Advanced knowledge of and demonstrated ability to manage LMS administration.
  • Outstanding project management skills and experience leading projects with high visibility and business impact.
  • Data-driven in your decision-making process. You are comfortable pulling data from multiple sources, reading, and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses.
  • High proficiency using authoring software including Articulate Storyline, Adobe Creative Cloud Applications, animation, audio, and video editing/ production and virtual web conferencing software strongly preferred.
  • Experience using data and metrics to track, trend and manage impact of training efforts.
  • Experience owning program strategy, end to end delivery, and communicating results to stakeholders.
  • Able to recommend solutions to complex problems while also building many projects and priorities day-to-day
  • Excellent organizational interpersonal and communication skills with a strong focus on internal customers’ needs and satisfaction.
  • Customer-obsessed mindset and ability to adapt well when working in a fast-paced, remote environment with changing circumstances, direction, and strategy.
  • Ability to manage time, resources, and budget in a deadline-driven environment.
  • Strong writing ability, creativity, attention to detail and proofing and editing skills.

 

Why You'll Love Working Here:

Being at Vistaprint means that you don’t see work as just a building, a desk, or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

 

Remote First-Culture:

In 2020, Vistaprint adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Vistaprint also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members across the globe.

 

#LI-PC


Nearest Major Market: Waltham
Nearest Secondary Market: Boston

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