Manager - LMS Service Support (Executive Education)
1 month ago
Job Purpose
To plan and handle end-end LMS content & service workflows as per established guidelines of the center and provide an outstanding experience for Faculty, EE teams, Vendor and Clients of the Executive Education at ISB.
Job Outline
The job holder will play a key role in establishing EE as a leading global player in Executive Education through effective handling of the async learning systems, content maintenance & processing, and resultant coordination for all programmes delivered by the centre in both online and offline formats.
A LMS Support manager is the custodian of all LMS portals being used by EE to delivery online content and courses for online, hybrid, and blended programmes. S/he is responsible for the design, development, implementation, delivery, and maintenance of resources used for async learning. S/he supports end-to-end management & coordination through the pre-during-post programme delivery phases.
The incumbent is expected to work closely with the vendor partners and support teams to manage and deliver seamless learning of all ISB EE async learning related deliverables.
S/he works on creating async programme structures, customises pages as per the programme schedule plan and creates step-lists & documentation on the learning components.
Basis programme structure & timelines, s/he will build courses & content under unique ID’s and branches, sets up learning pages, assigns courses, content and quizzes for in-time programme launch.
S/he will upload documents, videos, forms, surveys, feedbacks, crosslink videos for CMS such as Panopto, etc to support learning plans.
The incumbent maintains end-end data repository of each aspect of the programme content and templates for data keeping purposes. Also devises FAQ documents for knowledge keeping and transfer.
S/he supports the user management for the portals, which includes creation of user profiles, assigns responsibilities, and helps end users resolve technical issues via coordination with the vendor partners and internal stake holders.
The incumbent is to upskill & train internal teams to use LMS software and features.
As a part of the post programme activity, the incumbent manages budget sheets, closes expenses & related formalities with the vendors. Efficaciously manages vendor contracts, invoicing till payouts.
S/he will work with the internal stake holders like Content developers, Learning Architects and Programme Delivery Managers to continually align learning needs with programme design and delivery and ensure highest levels of client satisfaction.
Job holder must display exceptional project management skills to ensure all the above tasks are completed on time with high levels of stakeholder satisfaction.
S/ he must establish and continually track performance dashboard, metrics that measure efficiency and satisfaction at different points in the programme workflow.
S/he is expected to maintain end-end data repository to fulfil internal & external audit purposes, as & when required.
The incumbent arranges the above while complying with the cost, time and quality guidelines of the centre.
To ensure effective execution of the job, the incumbent is expected to interact with external vendors and departments within ISB for making the above arrangements.
Job Specification
Knowledge / Education
Graduate /Post-Graduate
Specific Skills
Should have basic coding knowledge, Possess Standard API knowledge, Experience in technical support, Project Management skills with keen attention to detail, Strong decision-making skills, Excellent oral and written communication skills, Solid interpersonal skills, Team work, Coordination skills, Cross functional collaborative skills, Negotiation skills, Cost consciousness, Innovation, Due Diligence, Expertise in Client Relations, Documentation, MIS Reporting, Data Analysis.
Desirable Experience
4 to 10 years working in a technical support role, especially in the ed-tech industry is highly preferred
Job Interface/Relationships:
Internal
- Course / Content Development teams
- Learning Architects
- Programme Management
- Programme Delivery Team
- Finance/Operations
External
- Vendors
- Coaching Agencies
- Clients
Key Responsibilities and % Time Spent
Responsible for technical & logistical maintenance of LMS portals, content repository and user / role management for flawless programme execution of all workflow activities - 30%
To coordinate with course/content development teams, learning architects, programme delivery teams and vendors to ensure seamless assigning & flow of async learning components, as per set timelines - 30%
To monitor performance metrics via dashboards / charts. Plan improvements & initiate corrective measures to improve user experience & control cost - 20%
Coordinates on budgeting, preparing cost sheets and vendor contract including invoicing and payout activities - 10%
Extends support to build independent operational processes and upskills internal teams via training, etc to reduce dependency & minimize exigency situations - 10%
Total Time Spent on All Responsibilities - 100%
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Hyderabad, India Indian School Of Business Full timeJob Purpose To plan and handle end-end LMS content & service workflows as per established guidelines of the center and provide an outstanding experience for Faculty, EE teams, Vendor and Clients of the Executive Education at ISB. Job Outline The job holder will play a key role in establishing EE as a leading global player in Executive Education through...
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hyderabad, India Indian School of Business Full timeJob Purpose To plan and handle end-end LMS content & service workflows as per established guidelines of the center and provide an outstanding experience for Faculty, EE teams, Vendor and Clients of the Executive Education at ISB.Job Outline The job holder will play a key role in establishing EE as a leading global player in Executive Education through...
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Hyderabad, India Indian School of Business Full timeJob Purpose To plan and handle end-end LMS content & service workflows as per established guidelines of the center and provide an outstanding experience for Faculty, EE teams, Vendor and Clients of the Executive Education at ISB.Job Outline The job holder will play a key role in establishing EE as a leading global player in Executive Education through...
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Hyderabad, India Indian School of Business Full timeJob Purpose To plan and handle end-end LMS content & service workflows as per established guidelines of the center and provide an outstanding experience for Faculty, EE teams, Vendor and Clients of the Executive Education at ISB.Job Outline The job holder will play a key role in establishing EE as a leading global player in Executive Education through...
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hyderabad, India Indian School of Business Full timeJob Purpose To plan and handle end-end LMS content & service workflows as per established guidelines of the center and provide an outstanding experience for Faculty, EE teams, Vendor and Clients of the Executive Education at ISB.Job Outline The job holder will play a key role in establishing EE as a leading global player in Executive Education through...
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