Experienced Remote Learning Systems Manager – Customer Support Operations and Learning Experience Design Expert

Introduction to Ring and Our Mission At Ring, we are passionate about delivering exceptional customer experiences through innovative products and services. As a key member of our Customer Support Organization, you will play a vital role in shaping the learning and development strategy for our teams. We are seeking a highly skilled and customer-obsessed Learning Systems Manager to join our team, responsible for providing workload guidance, oversight, stakeholder communication, and analytics/reporting for the Learning Experience Design team. About the Role As a Learning Systems Manager, you will be responsible for managing the Learning Management System (LMS) vendor relationship, overseeing the implementation and day-to-day operations of the LMS, and providing support to internal stakeholders and external users. You will also partner with Workforce Management to ensure reliable LMS registrations, logistics, admin permissions, marketplaces, and groups for all audiences. Your expertise in instructional technologies, vendor management, and human performance technology will enable you to enhance the performance of Ring associates and provide quantifiable data to drive business decisions. Key Responsibilities Manage the LMS vendor relationship and oversee upgrades and customization Oversee the implementation and day-to-day operations of the LMS, ensuring seamless user experience and resolving technical issues promptly Partner with Workforce Management to maintain accurate LMS registrations, logistics, admin permissions, marketplaces, and groups for all audiences Develop mechanisms and outreach efforts for sites to access, manage, and troubleshoot LMS issues as needed Provide LMS support to both internal stakeholders and external users, ensuring timely resolution of queries and issues Document standard operating procedures around daily business processes, ensuring consistency and efficiency Lead system upgrades and system changes, and manage related technical requirements of all learning technology platforms Communicate updates through extensive written material to keep leadership and stakeholders informed, ensuring transparency and alignment Manage licenses and contracts for technology tools, ensuring compliance and cost-effectiveness Manage legal and information security reviews and evaluations for new and proposed technologies, ensuring risk mitigation and adherence to regulatory requirements Own training completion reporting processes, including data analysis and presentation of insights to leadership, enabling data-driven decision-making Collaborate closely with Business Intelligence (BI) and Operations (Ops) stakeholders to align learning initiatives with organizational goals, ensuring strategic alignment and impact Manage projects and processes in an entrepreneurial environment, requiring strong multi-tasking abilities and adaptability Travel may be required, providing opportunities for professional growth and networking A Day in the Life As a Learning Systems Manager, you will evolve the learning systems strategy and execution for Ring operations learning, overseeing and working directly on learning systems that utilize your expertise in instructional technologies, vendor management, and human performance technology. You will assess technology requirements, ensure ongoing accessibility to learning systems at all sites, test learning solutions prior to launches, and develop reporting mechanisms, including dashboards for managers and supervisors. Your solutions will enable improved learner experience and provide quantifiable data, driving business decisions and growth. About Our Team Our team is dedicated to the learning and development of the Ring Customer Support organization, designing, creating, and developing learning solutions to enhance associate knowledge around our products and services. We offer learning programs that support new hire onboarding, product knowledge, troubleshooting, customer experience, coaching, leadership development, and specialty training. As a Learning Systems Manager, you will be an integral part of this team, contributing to the growth and success of our organization. Essential Qualifications 3+ years of program or project management experience, with a proven track record of delivering results in a fast-paced environment 3+ years of defining and implementing process improvement initiatives using data and metrics, with expertise in data analysis and interpretation Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL, with experience in data visualization and reporting Experience using data and metrics to determine and drive improvements, with a focus on strategic decision-making Experience working cross-functionally with tech and non-tech teams, with excellent communication and collaboration skills Familiarity with xAPI, SCORM, LMS, LRS, and other learning technologies, with a passion for staying up-to-date with industry trends and developments Experience managing large-scale technology implementations, with a focus on change management and user adoption Familiarity with tool integrations using APIs and scripting, with experience in technical troubleshooting and problem-solving Knowledge of current trends in learning technology, as well as key tool sets and their potential applications in training, with a focus on innovation and creativity LMS ownership experience in a large-scale, corporate environment, including end-user training and day-to-day support, with a focus on user experience and satisfaction Preferred Qualifications 3+ years of driving end-to-end delivery and communicating results to senior leadership, with experience in stakeholder management and presentation skills 3+ years of driving process improvements, with expertise in lean methodologies and change management Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization, with excellent communication and interpersonal skills Experience building processes, project management, and schedules, with a focus on efficiency and effectiveness Career Growth Opportunities and Learning Benefits At Ring, we are committed to the growth and development of our employees, providing opportunities for professional growth, learning, and development. As a Learning Systems Manager, you will have access to a range of training programs, workshops, and conferences, enabling you to stay up-to-date with industry trends and developments. You will also have the opportunity to work with a talented team of professionals, sharing knowledge and expertise to drive business results. Work Environment and Company Culture Our company culture is built on a foundation of innovation, creativity, and collaboration. We empower our employees to deliver exceptional results, providing a supportive and inclusive work environment that fosters growth and development. As a remote worker, you will be part of a global team, working closely with colleagues from diverse backgrounds and perspectives. We are committed to diversity, equity, and inclusion, ensuring that all employees feel valued, respected, and supported. Compensation, Perks, and Benefits We offer a competitive salary, with a range of benefits and perks that recognize and reward your contributions. Our compensation package includes a range of medical, financial, and other benefits, as well as opportunities for professional growth and development. We are a total compensation company, providing a comprehensive package that reflects your value to our organization. Conclusion If you are a motivated and customer-obsessed Learning Systems Manager, with a passion for learning and development, we encourage you to apply for this exciting role. As a key member of our Customer Support Organization, you will play a vital role in shaping the learning and development strategy for our teams, driving business results and growth. Don't miss out on this opportunity to join our talented team of professionals, working together to deliver exceptional customer experiences. Apply now and take the first step towards an exciting and rewarding career with Ring! Apply for this job