Learning Platform Operations Specialist

About the role

Learning Platform Operations Specialist supports the delivery of high-quality client learning experiences by configuring and managing learning products and programs. This role also provides Tier 1 technical support, training, documentation, and quality control. The position will require close collaboration with cross-functional teams to meet client needs. Experience with the D2L Brightspace platform and basic HTML is a plus. Success in this role is driven by attention to detail, initiative, clear communication, and a willingness to support team members to achieve exceptional client outcomes.

Responsibilities

• Provide support to client teams in delivery of first-class learning experiences for clients, including, but not limited to, learning portal set-up and configuration, portal training, documentation, Tier 1 technical support, and quality control.
• Become an expert in the workings and use of our program delivery platform.
• Coordinate with other HBP colleagues (e.g., Client Success, Technical Support, etc.) to execute on client portal needs and deliverables.
• Confer with team members and other HBP colleagues on developing portal building processes, best practices, documentation, and supporting materials.
• Aim to continually improve team processes and procedures; follow and reinforce accepted processes.
• Participate in team meetings by communicating updates, sharing feedback, offering new ideas, communicating challenges, etc.
• Be proactive about looking for risks and mistakes/errors before they happen, as well as opportunities for improvement, and be bold in raising them.
• Use HBP systems and tools to support knowledge management, data gathering, financial analyses, and product delivery, including workload management and time tracking.
• Initiate action to accomplish work goals and achieve results beyond what is required.
• Provide back-up to support to other team members as needed.
• The position will work US Eastern Time business hours.

Requirements

• Familiarity with Microsoft Office Suite (Word, Excel, Teams), CRM and ticketing systems (such as Salesforce or Zendesk), Splunk, and/or learning management systems.
• Ability to clearly and confidently communicate basic technical information to non-technical users, while working collaboratively with internal teams to resolve client issues.
• Demonstrated ability to adapt quickly to shifting priorities, new tools, and evolving client needs in a fast-paced environment.
• Proficient in the use of personal computers, mobile devices, web-based applications, and interactive learning tools.
• Strong written and verbal communication skills, with a focus on delivering professional, client-centered support and collaborating effectively with cross-functional teams.
• Experience and Education
• 3-5 Years' experience in any of the related fields; sales, consulting, publishing, educational technology, technical support, product support or client success
• A minimum of a three/four-year degree from an accredited institution of higher education

Additional Information

Harvard Business Publishing (HBP) - the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone - including you!

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