Senior Manager, Learning Management Systems Operations and Customer Support - Washington, United States - Association of Women's Health, Obstetric and Neonatal Nurses (AWHONN)

    Association of Women's Health, Obstetric and Neonatal Nurses (AWHONN)
    Association of Women's Health, Obstetric and Neonatal Nurses (AWHONN) Washington, United States

    1 month ago

    Show more Collapse job
    Default job background
    Description
    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

    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

    We have other current jobs related to this field that you can find below


  • MetroStar Corporation Washington, United States

    As Customer Support Technician, you'll provide Tier 1- 3 on-site technical Support via Desk side, Phone, and Email for the Department of State. If you want to join a company that values great communication skills, the ability to learn new business and software applications to sup ...


  • Cielo Asurion Washington, United States

    Field Tech Sales Expert (Part Time) Location: Salt Lake City, UT $22.50/hour base pay + mileage reimbursement + phone stipend + uncapped sales commission once in a production Here at Asurion, we go beyond providing great service to our customers · The following information aims ...


  • Quorum Analytics Washington, United States

    Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows user ...


  • Rocket Money Washington, United States

    ABOUT ROCKET MONEY · Rocket Moneys mission is to empower people to live their best financial lives. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money - ultimately giving them a leg up on their fin ...


  • Nitra Washington, United States

    Who we are: Nitra is changing how providers in the healthcare sector access credit and financial services – addressing an imminent need for modern financial solutions that integrate seamlessly with complex industry processes. Our goal is to provide an ecosystem of fintech and sof ...


  • MetroStar Systems Washington, United States

    As Sr. Customer Support Technician, youll provide Tier 1- 3 on-site technical Support via Desk side, Phone, and Email for our high profile government customer. If you want to join a company that values great communication skills, the ability to lear Support Technician, Technician ...


  • InterSources Washington, United States

    Helpdesk/ Customer Support Entry · Location: Washington DC - 100% Onsite · Contract / Full Time Position · Job Description: · Entry level customer support will provide remote & phone support to DC client. Analyst will answer a variety of technical calls documenting issues & es ...


  • Advantage SCI Washington, United States

    Job Description · We are Advantage SCI, LLC (ASCI) and we want you to be a part of our TEAM to push our goal of Securing tomorrow today We deliver the expertise needed to further critical missions and get the job done. We are looking to add to our teams of positive and dedicated ...


  • ExecOnline, Inc. Washington, United States

    At ExecOnline, we believe that leaders are within us and among us, which is why we strive to inspire others by creating a future-forward path. Our mission? To connect all leaders to their future potential. · In partnership with the world's top business schools, we deliver career ...


  • Cogent Communications Washington, United States

    Company: · Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed ...


  • Markit Washington, United States

    Client Services/Customer Support Analyst in US Remote - DC **Client Services/Customer Support Analyst** · **Your role** · Were looking for a Client Services/Customer Support Associate within the OPIS Division to: · Identify, track and respond to client requests and feedback vi ...


  • Danaher Corporation Washington, United States

    Wondering what's within Beckman Coulter Diagnostics? Take a closer look. · At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be suppo ...


  • Markit Washington, United States

    Client Services/Customer Support Analyst · in US Remote - DC · **Client Services/Customer Support Analyst** · **Your role** · Were looking for a Client Services/Customer Support Associate within the OPIS Division to: · * Identify, track and respond to client requests and feedba ...


  • Oracle Washington, United States

    Job Description · Customer Service Analyst/Technical Support – Hospitality Industry · Location: On-site position based in Columbia, MD · It is a full-time job requiring availability 24 hours a day, including weekends and holidays. Shifts are assigned based on workforce need at ...


  • Global Resource Solutions Washington, United States

    Global Resource Solutions, Inc. (GRS) is seeking an enthusiastic, motivated, detail orientated, and talented individual for the position of HSPD-12 Helpdesk- Customer Support. · Job Description: · Summary: The HSPD-12 Helpdesk- Customer Support shall provide support and assistanc ...


  • Oracle Washington, United States

    **Job Description** · **Customer Service Analyst/Technical Support - Hospitality Industry** · **Location: Hybrid position based in Columbia, MD** · **_It is a full-time job requiring availability 24 hours a day, including weekends and holidays. Shifts are assigned based on wor ...


  • Canon Solutions America Washington, United States

    About the Role · Responsible for prompt delivery of various on-site work assignments, providing customer service and ultimately, customer satisfaction. · Your Impact · Main Responsibilities: - Promptly informs supervisor of potential problems or customer concerns. - Promptly re ...


  • Canon USA & Affiliates Washington, United States

    About the Role · Responsible for prompt delivery of various on-site work assignments, providing customer service and ultimately, customer satisfaction. · Your Impact · Main Responsibilities: · Promptly informs supervisor of potential problems or customer concerns. · Promptly rev ...


  • MetroStar Corporation Washington, United States

    As Customer Support Technician, you'll provide Tier 1- 3 on-site technical Support via Desk side, Phone, and Email for the Department of State. If you want to join a company that values great communication skills, the ability to learn new business and software applications to sup ...


  • Joinparadigm Washington, United States

    What is the role? · We have a reputation for excellent customer service. As a LollyLaw Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with LollyLaw. Proactive ...