Director, Operations And Customer Success - Canada

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

The Director of Operations and Customer Success is responsible for aligning the operational activities across the Wave team, including leading continual client engagement for our corporate customers in adoption and relationship support. With a small team, this position will cross-functionally support client implementations of our education-as-a-benefit platform, working collaboratively across the department with Sales, Marketing, Educational Partners, and Product to ensure positive engagement with the clients.

This leader is knowledgeable about the field of education-as-a-benefit and corporate training, and maintains a high level of currency in the field. The Director of Operations and Customer Success creates clear and simple processes for managing relationships and tracking operational activities across the department.

Major Responsibilities (How Will I Make an Impact?):

• Partner closely with Sales, Marketing, Product, and Ed Partnerships to align messaging with activities, and ensuring cross-functional transparency to drive growth.
• Responsible for supporting vision, planning, and defining team objectives, and leading execution of objectives
• Create and maintain processes for operational consistency in support of a high-performing department and organizational culture.
• Responsible for continually increasing the usage of the Wave platform with existing clients and new clients.
• Develop workflows that maximize productivity, and set and meet operational goals.
• Work with your peers and leaders to drive productivity, efficiency, and hold the team accountable for high-quality outcomes
• Lead implementation and operationalization of Wave with new clients, or lead others to do the same.
• Advance initiatives to build long term customer advocacy
• Interface with D2L Wave and Corporate Advisory groups to foster continual engagement with key partners in the field of corporate learning.
• Manage a team of D2Lers and champion a high-performing culture by connecting your team's day-to-day accountabilities to D2L's mission by setting clear objectives and performance expectations with your team members.
• Supervise staff where needed and provide constructive feedback to support continual growth and development.
• Develop strong relationships with new and existing clients to ensure high adoption of the Wave platform and the accompanying training and education.
• Foster a culture of customer empathy, partnership, and continuous value creation
• Expand revenue in accounts through cross-sell and up-sell in partnership with sales
• Produce and actively participate in knowledge sharing as well as professional development initiatives
• Play a key role in interviewing, hiring, and onboarding new team members. Provide expertise and coaching/mentorship to the team members and developing high-performing teams.

Competencies (What you'll bring to the role):

• Thorough understanding of business management, forecasting strategy and techniques
• Experience within a growth-oriented SaaS companies is ideal
• Experience working in education technology or knowledge of business drivers for Higher Education organizations is a plus
• Model high energy level, demonstrated drive to succeed, with a sense of urgency in a fast paced and rapidly growing organization
• Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills
• Strong analytical and problem-solving skills
• Ability to cross-functionally manage operations within a matrixed department

D2L Leadership Competencies

• Boundaryless collaboration and influence skills both within team, peer group and broader organization. Effective communicator with a proven track record of
• Delivers Awesome Outcomes: Strategic mindset and business acumen, with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver, able to achieve results individually and through others, in fast paced, deadline-driven environments.
• Talent Magnet: Talent-focused leader, with demonstrated ability to coach, build and lead a high performing, diverse team.
• Better, Smarter, Faster: An agile learner, with a growth mindset, attention to detail and organizational skills. An operationally minded leader, with a focus on continuous improvement and innovation.
• Leads by Example with personal and professional integrity, high accountability, and say/do ratio
• Wins Hearts and Minds: An effective communicator, with the ability to connect the why and the what. A change agent, with proven delegation, motivation, and team building skills

Skills and Recommended Experience:

• Experience in a managing operations across an online learning enterprise, with experience leading teams
• Demonstrated experience creating sustainable, efficient processes
• Experience creating and presenting plans for client success, and delivering on those plans
• Experience managing clients and/or partnerships for revenue generation
• Experience managing clients within the field of education – external and internal – and of varying sizes
• Experience with interpreting data and analytics, and adjusting business practices to improve operations
• Experience with a CRM, sales or marketing automation
• Experience implementing either educational technology initiatives, online learning programs, or partnership programs

Don't meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through ;

• Learning and Growth opportunities
• Employee Referral Program
• Home Internet Reimbursements
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• Retirement planning
• 2 Paid Volunteer Days
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Impactful work transforming the way the world learns
• Competitive Benefits Package
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Employee Recognition
• Wellness Reimbursement
• Social Events
• Flexible work arrangements