Senior Manager, Learning Management Systems Operations And Customer Support

OUR PURPOSE

The Association of Women’s Health, Obstetric and Neonatal Nurses (AWHONN) is a not-for-profit membership organization that promotes the health of women and newborns.  Our mission is to empower and support nurses caring for women, newborns, and their families through research, education, and advocacy.

POSITION SUMMARY

This position will be responsible for managing the daily operational performance of the LMS and the overall relationship between the Learning Management System (LMS) vendor(s) and AWHONN. The position will serve as the system expert to troubleshoot issues; manage interactions between AWHONN’s association management system (AMS) and the LMS; perform system training to internal and external stakeholders; provide reports and analytics; manage the testing functionality and processes; and manage all system upgrades, enhancements, and customizations to maintain and enhance the overall user experience. This position will work closely with product management teams to ensure the timely release of products and will be a key member of the customer support team for the LMS.  This position will work closely with staff and organizational leaders to provide technical expertise, identify needs, and create a rich, interactive eLearning environment. This position also oversees the LMS customer support team and provides support as needed.

DUTIES & RESPONSIBILITIES

Learning Management System

• Maintains administrative governance over the organization’s LMS.
• Creates and modifies institutional configurations, assignments of roles, securities, and permissions; manages users and user/learning groups and course assignments.
• Prepares reports and analyzes LMS usage data, including monitoring and evaluating course or program effectiveness.
• Educates staff and users on the use of the LMS platform and will recommend any design and workflow enhancements. 
• Develops technical documentation, training manuals, online help, user guides, and other educational materials.
• Identifies and implements best practices to communicate training information.
• Provides support and/or leadership to assigned projects.
• Manages all aspects of the LMS vendor relationship(s)
• Manages system upgrades.
• Delegates LMS responsibilities to the Education Services Support Specialist

Online Learning Course Development and Delivery

·         Works with the Instructional Design Team to test and audit online learning files in preparation for publication in the LMS.

·         Builds assessment tools for online learning education products in the learning management system.

·         Loads final education files into the LMS for publication.

·         Creates the products in the transaction database and prepares the product for online sales. 

• Collaborates with instructional designers and project managers on project planning and instructional materials.

·         Identifies opportunities that the LMS provides to improve the overall learning experience for all users.

·         Identifies and maintains consistent learner experience across AWHONN’s educational offerings.

Customer Support and User Experience

·         Oversees the learning management system customer support team, including the supervision of the Education Services Support Specialist.  Provides exemplary customer support, as needed, during times of heavy call/email volume.

·         Uses data from the LMS system and customer support system to implement changes that improve the customer and administrator experience.

·         Identifies and tracks key metrics related to customer satisfaction, AWHONN visibility, and other items. 

·         Other duties as assigned.

LEADERSHIP EXPECTATIONS

Provide ongoing professional mentoring, assist in their expansion of learning, provide tools to help build knowledge, skills, and growth capacity.  Serve as a knowledgeable resource for new and current staff.  Promote a positive work environment for all staff and effectively collaborate with leadership team.

SUPERVISION

Works independently under the guidance of the Vice President of Education and Clinical Solutions. Receives guidance on clarification and interpretation of policies of the organization.  Work is occasionally reviewed upon completion.

Requirements

QUALIFICATIONS & REQUIREMENTS

• Bachelor’s degree, preferably in Education, Information Technology or Healthcare-related field
• Knowledge of adult learning techniques strongly preferred.
• Demonstrated ability to successfully administer a Learning Management System (LMS). A minimum of three years of experience is required. Experience with TopClass is a plus.
• Demonstrated ability to improve the user experience within an LMS.
• Demonstrated abilities in developing and maintaining effective, positive working relationships with internal and external stakeholders.
• Strong organizational abilities, including the ability to coordinate multiple projects simultaneously in a fast-paced and challenging environment.
• Strong project management skills, including planning, scheduling, and communication.
• Self-reliant and capable of quickly solving problems and resolving conflicts at various levels.
• Experience with database management and customer support.
• Strong attention to details and deadlines
• Exceptional verbal, written, listening and interpersonal skills.
• Ability to collect data, create reports, and prepare written communications with an attention to detail and accuracy.
• Ability to produce, review and analyze Excel reports, LMS system reports, etc., for consistency and accuracy.

Benefits

This position is remote and will be required to adhere to AWHONN’s Telecommuter Policy. This individual may be requested to travel to AWHONN headquarters in Washington, DC annually and more frequently as necessary for business purposes.

HOW TO APPLY

Please submit your resume, cover letter, and desired salary to recruitment@awhonn.org.

Incomplete application submissions will not be considered.

AWHONN provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary Range- $87,000-90,000