Learning Support Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Learning Support Manager based in Canada.

As Learning Support Manager for the Americas, you will help universities bridge the gap between educational goals and students’ learning experiences. You will work closely with academics to improve assessment design, strengthen teaching practices, and enhance student outcomes. In this remote, full-time role, you will lead training sessions, workshops, and webinars while ensuring academics and students receive timely, high-quality support. You will also build lasting relationships with university partners, contribute to customer success initiatives, and identify opportunities to improve learning resources and internal processes.

Working with cross-functional teams in a globally distributed environment, you will help establish and grow the organization’s presence across the Americas. This is an opportunity to combine pedagogical expertise, relationship management, and technology to make a meaningful impact on higher education.

• Academic Training and Development: Design and deliver engaging training sessions, workshops, and webinars to help academics confidently use the platform and integrate it into their teaching practices.
• Assessment Design and Quality: Advise academics on creating high-quality, scaffolded assessments grounded in effective pedagogical principles, and develop and refine assessment templates aligned with learning quality standards.
• Regional Support Management: Oversee support operations across the Americas, ensuring academic and student inquiries are resolved within established service targets and technical issues are escalated efficiently to the appropriate teams.
• Knowledge Management: Maintain and improve the Help Centre, support documentation, and educational resources to address the needs of academics and students throughout the region.
• Relationship and Account Management: Build strong relationships with university partners, conduct end-of-semester check-ins, develop ongoing support plans, and lead quarterly business reviews for priority accounts.
• Growth and Referral Initiatives: Manage the academic referral program and identify opportunities to strengthen engagement, encourage adoption, and expand the platform’s reach across the Americas.
• Cross-Functional Collaboration: Share customer feedback and regional insights with Commercial, Sales, Operations, and Product teams to improve internal tools, support processes, and the overall user experience.
• Regional Implementation and Success: Support the onboarding and adoption of new university partners, ensuring academics are trained, assessments are launched successfully, and users receive a consistent, high-quality experience.

• Relevant Professional
  
  Experience:
  
  Experience in learning design, academic development, university teaching, or an education-focused customer success role.
• Pedagogical Expertise: Strong understanding of assessment design and learning principles, with the ability to advise academics on effective teaching strategies and high-quality assessment practices.
• Training and Facilitation
  
  Skills:
  
  Proven experience designing and delivering training sessions, workshops, or webinars for academics or other professional audiences.
• Communication
  
  Skills:
  
  Fluent written and spoken English, with the ability to communicate complex information clearly, professionally, and warmly.
• Technology Proficiency: Comfortable working with software platforms and digital learning tools, with the ability to learn new technologies quickly and help others use them effectively.
• Relationship Management: Strong interpersonal skills and the ability to…