Manager- LMS
1 week ago
About Us:
Emeritus has partnered with more than 30 universities to date, including MIT, Columbia, Harvard, Cambridge, INSEAD, Wharton, UC Berkeley, INCAE, IIT, IIM, NUS, and HKUST, launching more than 100 courses and serving students from more than 80 countries. Many courses are offered and facilitated in multiple languages, including English, Spanish, Portuguese, and Mandarin. Emeritus’ global team includes 700+ employees located in Boston, Dubai, Mexico City, Mumbai, Shanghai, and Singapore.
About the LMS Process and Business Expectation
The LMS Management team oversees the seamless execution of the entire course management cycle across multiple LMS platforms. Their responsibilities are divided into three key stages:
Course Launch - this stage involves preparing courses for launch, including creating the homepage according to the launch cycle, importing content from the latest master version, setting module lock dates, raising procurement requests for necessary resources, adding relevant stakeholders to the course with appropriate access rights, and setting up all course-related communications.
Course Management – in this stage is about ensuring all modules are released as per schedule, supporting learner queries, monitoring course progress, discussing course feedback with cross functional stakeholders and raising internal flags in case of participant complaints, raise Change Request basis learner feedback/ complaints and implement changes in live runs.
Course Closure – in this stage the team ensures that end-of-course feedback is enabled, releases completion certificates, and shares course insights with stakeholders.
The LMS team is responsible to ensure an excellent course journey experience and a high course completion rate for all courses by ensuring error free and on time completion of tasks, proactively identifying and raising participant concerns/feedbacks to stakeholder and facilitating resolution.
The team is spread between multiple geographics with team members based in India and Latin America and caters to a multiple products like Certificate, Bootcamp, Senior Executive Program
About Role:
The Manager LMS will the POC for all cross functional team within Emeritus and for school partners. The resource will be responsible for ensuring timely and error free execution of all tasks for the team, track and publish team performance and ensure productivity targets are met. The resource must be able to adapt to Global Culture and be flexible with the timings to accommodate team member’s schedule. The resource must be organized and detail-oriented, flexible and ready to accept new challenges. The resource will be required to actively participate in making the process more efficient by identifying process gaps / improvement opportunities, drive projects around these opportunities.
Roles and Responsibilities:
- Ensure meeting and exceeding Business Expectations
- Ensure team and process performance on defined KPI’s is meeting and exceeding targets
- Ensure seamless course delivery across all live courses
- Act as a Single Point of Contact for any queries related to LMS Management from Cross Functional / School Partner teams
- Track and publish team productivity & Goals
- Track on learner queries handled by LMS team and highlight repeat concerns / feedback from participants to facilitate resolutions
- Identify process improvement areas and drive improvement/ identify opportunities for automation of repeated manual tasks and coordinate with Technology team for automation
- Timely implementation of Course Change Requests
- Cross Functional coordination for improvement projects and daily tasks
- People management - ensuring the team members are motivated to perform daily tasks and are involved in various improvement projects
Key Skills and Qualifications:
- Proficient in English Language, both in written and verbal
- 7+ year of experience with 4+ in people/team management role
- Excellent excel knowledge and hands-on experience in publishing reports
- Knowledge of multiple LMS preferred
- Willing to take initiatives
- Ability to work with diverse and multi-disciplinary teams
- Proactive Decision making - Ability to make decisions & recommendations for improvement
- Excellent time-management
- Excellent people management skills. Should be good with coaching and giving feedback
- Dynamic - open to changes
- Fast learner- learn quickly multiple LMS, study variation in Global vs LATAM SOPs etc.
- Active Listener and objective oriented
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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