Global LMS & Support Lead

Overview

Position Title: Global LMS Help & Support Lead
Work Location: 100% Remote
Assignment Duration: 7+ months
Work Arrangement: Remote

• Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
• Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
• Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
• Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
• Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
• Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
• Design and maintain self-service resources such as job aids, FAQs, in-app guidance, and support documentation to reduce friction and dependency on live support.
• Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value-adding experience, not just issue resolution.
• Capture user feedback and voice of the business insights to inform platform improvements and roadmap decisions.
• Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
• Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
• Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
• Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
• Act as a trusted partner to Global Learning, IT, and regional teams.
• Translate technical issues into clear, business-relevant communications for both operational teams and stakeholders.
• Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.

Required

• 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise-scale systems.
• Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
• Hands-on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
• Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
• Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.

• Experience supporting commercial, sales, or customer-facing learning audiences in a regulated or complex environment.
• Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
• Experience working with external vendors and managing platform escalations and release cycles.
• Change management or scaling platform experience in a global organization.