The Education Services team supports customer, partner, and internal product workflow learning through a mix of digital education, certification, and live learning experiences. The team operates in a highly collaborative, cross‑functional environment with members working remotely and across multiple regions. As part of a leadership team committed to the future of learning, this environment offers a fast‑paced and innovative space for the Learning Program Manager to make a meaningful impact.
The Role
The Learning Program Manager will play a key role in designing, orchestrating, and evolving scalable learning programs that support customers, partners, and internal teams. This role exists to improve the way we deliver education, measure learning impact, and align training initiatives to business and customer outcomes. This individual contributor will work cross‑functionally to launch new learning initiatives with an entrepreneurial mindset, optimize existing programs, and ensure learning experiences are customer-centric as organizational needs evolve.
Key Responsibilities
Design and Manage End‑to‑End Certification Programs
-Build role‑based skills for staff, partners, and customers—ensuring content quality, relevance, and alignment to product and organizational goals.
-Drive program adoption and performance by coordinating training delivery, enabling readiness across audiences, monitoring certification progress, and optimizing learning pathways based on data and feedback.
-Ensure operational excellence and scalability by maintaining certification standards, managing exam and credentialing processes, and collaborating cross‑functionally to keep learning experiences current, consistent, and impactful.
Own the Planning and Coordination of Learning Programs
-Serve as the program owner for initiatives that span customer, partner, and internal learning, ensuring projects (i.e. partner and internal certifications, and onsite regional and national training event programs) move from concept to delivery by coordinating timelines, requirements, and outcomes.
-Maintain visibility into upcoming business priorities and customer needs to anticipate and plan new learning initiatives.
-Ensure programs remain aligned to organizational goals while flexing as new priorities emerge.
Drive Cross-Functional Alignment Across Learning Stakeholders
-Act as the connective point between Product, Customer Success, Support, Professional Services, Partners, and the customer learning teams.
-Translate business needs into learning requirements, handing off detailed development work to the appropriate functional owners.
-Facilitate alignment discussions, clarify expectations, and support decision-making for learning initiatives.
Ensure Learning Program Quality and Experience
-Ensure learning programs adhere to modern quality and experience standards by coordinating with the functional experts responsible for content and delivery.
-Monitor program execution and escalate gaps or risks to the appropriate teams.
-Maintain a holistic view of the learner journey across channels, identifying opportunities to streamline or enhance the overall experience.
Maintain Learning Program Reporting and Visibility
-Identify meaningful measures of success for learning initiatives and ensure data is captured consistently across systems.
-Create reporting and dashboards (in partnership with analytics teams) that communicate program impact to leadership and stakeholders.
-Share insights and trends that inform strategic decisions about ongoing or future learning investments.
Support Continuous Improvement and Evolving Learning Needs
-Develop and maintain mechanisms for gathering feedback across learning programs.
-Identify opportunities to refine, scale, or pivot learning initiatives based on evolving business and customer needs.
-Scan for efficiency improvements, process enhancements, or new learning approaches that could strengthen education programs.
Minimum Qualifications
5+ years in Learning and Development, Customer Education, Certification Management, Enablement, or Learning Program Management.
Experience planning, delivering, or managing learning programs at scale.
Strong program management skills with demonstrated ability to lead complex, cross‑functional initiatives.
Working knowledge of LMS platforms, assessment tools, and learning technologies.
Ability to analyze learning data, identify trends, and communicate insights.
Excellent written and verbal communication skills across diverse audiences.
Ability to lead through influence in a matrixed environment.
Preferred Qualifications
Experience with certification or assessment design methodologies.
Background supporting SaaS products or customer success organizations.
Familiarity with analytics, BI dashboards, or data storytelling practices.
Relevant professional credential (e.g., ATD CPTD, PMP, PMI‑ACP).
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadian base salary range for this position is $92,700 - $103,000 + bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadian locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
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