Learning Tech. Experience & Process Manager (Remote)

Who We Are

The Center for Creative Leadership (CCL) is a top-ranked global provider of leadership development, training, and solutions servicing a global customer base. From team-builders and problem solvers to creative thinkers and transformational visionaries, our people are the drivers behind our business. At CCL, you’ll have an opportunity to contribute to our mission of building better leaders and a better world. You will feel challenged and inspired while collaborating with a global team of thought leaders, practitioners, researchers, and partners. We share a collective passion for contributing to our clients’ success, helping our teammates and colleagues grow and making a real difference in the lives of people around the globe.

General Summary:

As a core member of the learning technology product team, this role contributes to the ongoing product management of the learning technology by analyzing stakeholder needs and feedback, strategizing solutions, defining development & process requirements, and documenting & training on functionality. The end goal of this role is to deliver a solid, tested, and accepted platform to our stakeholders, both internal and external.

Key Responsibilities:

Experience Management

• Participates in Portfolio projects to ensure stakeholders’ platform requirements are met through training and support on existing features and new functionality
• Actively seeks and acts on feedback from internal and external clients and stakeholders
• Prototypes, designs, documents, and prioritizes new features, functionality, and bug fixes based on organizational needs and stakeholder feedback
• Writes user stories and business requirements for implementation by the platform developers
• Performs quality assurance testing of features, functionality, and bug fixes
• Writes and disseminates release notes on new features and functionality
• Reviews new digital products for technical accuracy, copy editing, and learning technology best practices

Process Management

• Designs rollout plans, training, certifications, and announcements for new learning technology platform capabilities, processes, and best practices
• Creates, refines, and delivers platform documentation for various stakeholder groups at CCL
• Works with appropriate stakeholders to create and enforce process and quality standards for platform use across all business lines
• As needed, provides pre-sales subject matter expertise and a primary point of contact for internal staff (Strategic Business Partners, Faculty) including client demonstrations
• Consults with and trains internal and external clients on platform – including design process, technical capabilities, and participant functionality
• Troubleshoots and mitigates process pain points across all regions and departments
• Gathers and synthesizes feedback from internal and external stakeholders for continual process improvement
• Works with the various operations teams to ensure a smooth internal and external user experience across the various platform roles.
• Completes any other tasks as necessary for the benefit of the team or as assigned by a manager

Education/Experience/Work Background

1. Bachelor’s degree or equivalent work experience required
2. 5 to 7+ years’ progressively responsible experience working with learning technology platforms
3. Experience organizing and prioritizing multiple concurrent projects and delivering quality results under strict deadlines
4. Experience creating and implementing efficient and scalable business processes in the digital learning space
5. Experience with product design tools: Prototyping (Adobe XD, Figma), diagramming tools (Visio, Omnigraffle), process mapping (Trello, Mural)
6. Strong skills in virtual meeting platforms (Zoom, WebEx, Microsoft Skype for Business, etc.) required
7. Strong skills in Microsoft Office Suite applications (Word, Excel, PowerPoint, MS Teams) required
8. Experience working within the Agile Scrum product development framework
9. Proven history of working cooperatively, professionally, and effectively with others; excellent interpersonal and problem-solving skills
10. Is organized and detail-oriented with outstanding follow-through
11. Has impeccable grammar skills and delivers work that adheres to CCL’s brand and quality standards
12. Is skilled at envisioning and executing ideas that meet the needs of internal and external clients
13. Keeps themselves updated with the latest learning technology trends
14. Bilingual candidates preferred, or those with experience managing translation processes. 
15. Experience working with accessibility standards for web design, e.g. WCAG or Section 508 compliance

Specific Knowledge, Skills and Abilities Required:

1. Process Discipline: Understands process as critical to ease of execution, client satisfaction, and innovation. Always conscious of the processes; holds team accountable to process; reports process conflicts and/or issues; is accountable for the results of their actions (good or bad); takes ownership to shows others that they can be trusted to do the right thing.
2. Critical Thinking & Sound Judgment: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Knows when to ask for help or clarify assumptions. Identifies and implements solutions to problems.
3. Exemplary Communication Skills: Listens, speaks, and writes clearly and consistently for maximum impact. Ability to influence and diplomatically advocate a point of view with both internal and external customers when the situation requires a strong voice. Ability to say no when appropriate.
4. Client Focus: Creates a “customer first” environment to ensure a superior client experience; understands that without clients there is no CCL; anticipates client needs and issues and can prioritize appropriately; builds strong professional relationships; provides timely communication and relevant information to meet client needs.
5. Learning Agility: Seeks out experiences that may change perspective or provide an opportunity to learn new things; enjoys experimentation, being curious, and effectively dealing with the discomfort of change; pursues, responds to, and uses feedback; views failures and mistakes as opportunities to learn; focuses on what is possible and removes barriers; is persistent, focused, patient, and respectful even during stressful situations.
6. Digitally Savvy: Uses information in various digital formats effectively and efficiently to perform job tasks; evaluates the quality, relevance, usefulness, validity, and applicability of digital information; interprets, analyzes, summarizes, and compares digital information.
7. Virtual Leadership: Strong interpersonal skills; ability to articulate crystal clear expectations and ensure team alignment; commitment to regular and meaningful communication; willing to invest in relationships; grants and engenders trust easily; creates actionable meetings; leverages technology to create connections; collaborative culture builder.

Pay and Benefits

• The salary range for this role is $64,000 to $75,000.  Offer will be commensurate with relevant qualifications and professional experience
• This is a US-based position, offering a flexible hybrid work schedule, requiring candidates to reside within commuting distance of one of our three US campuses: Greensboro, North Carolina; San Diego, California; or Colorado Springs, Colorado. Hybrid work involves a mix of onsite and remote work, with at least 2 out of 5 workdays spent onsite.
• 403(b) Savings Plan with employer contribution
• Medical insurance
• Telemedicine
• Dental insurance
• Vision insurance
• Health savings and flexible spending accounts
• Paid time off and paid holidays
• Employer-paid short-term and long-term disability
• Employer-paid life insurance
• Employee and family assistance program
• Various voluntary options for additional plans or coverage levels