"Manager, Course Maintenance"

Summary:

The Course Maintenance Manager is focused on the successful implementation, delivery, and maintenance of online classroom content and technologies. The individual in this position works in collaboration with course development, support teams and university stakeholders at partner institutions on the production of digital learning activities, content management, and learning technology tool management. This includes providing recommendations that enhance the learning experience through the most effective use and deployment of technology best practices and tools. The Course Maintenance Manager leads a team, administering and overseeing digital education platforms and authoring tools that achieve customer objectives. They have a strong background in support and learning technology - ensuring that customers are focusing on course sustainability and benefits of learning technologies.

Duties and Responsibilities:

Operations

• Lead the Course Maintenance support teams to ensure that university customers fully leverage learning system and technology platform applications - with a focus on continual improvement, enhancement, and overall end user experience.
• Responsible for managing Course Maintenance team personnel which include but is not limited to onboarding, training, mentorship, staff evaluation.
• Collaborate with internal teams and academic partners to establish and improve support procedures.
• Manages operational activities for educational technology, content management, learning management systems.
• Establishes regular reporting and metrics to monitor team progress to goals and identify gaps.
• Work closely with key vendors and Technical Account Manager(s) for critical systems.
• Remain current on all new releases of learning platforms and technology to ensure universities are benefitting from new features and enhancements.
• Collaborate with internal teams to support new development and/or enhancement requests related to learning technologies, ensuring that the appropriate workflows are in place to efficiently prioritize and process updates.
• Remain agile and focused on optimizing business processes and learning technology operations to improve digital teaching and learning delivery.
• Serves as a resource in troubleshooting and problem-solving university customer system issues, providing regular reports and updates as needed.

Skills:

• Strong communication, team, interpersonal and organizational skills, and a commitment to proactive customer service
• Proven ability to continually adapt and learn new procedures and software programs
• Superior verbal and written communication skills that generate interest and engage audiences
• Strong attention to detail with strong analytical skills, as well as the ability to gather and analyze information to design and test solutions
• Passion for new technologies and educational applications

Education & Experience Requirements:

Experience:

• 5-7 years of experience working and leading learning technology teams, ideally in a large progressive online university, professional education or ed tech environment
• Knowledge of learning technology products and platforms that support degree programs as well as non-degree and certificate programs
• Experience leading
• Ability to lead multiple projects simultaneously with shared assets and timing dependencies on schedule
• Proficiency in Desire 2 Learn, Adobe Experience Manager, Service Now and other platforms preferred
• Experience solving business problems (preferably related to course content management/development/support) in a higher education setting
• Experience as a Content Management System, Learning Management System, and Ticketing System power user (running reports, configuring settings, testing, etc.)

Preferred Experience Requirements:

• Bachelor's Degree

All submissions should include a cover letter and resume.