Education Services Operations Lead at Xceptor

The Role   

• This position will work closely with team colleagues, Finance, Client Success, Marketing, HR and external vendors to manage the day-to-day operations of the Education Services function. This role requires solid experience with Learning Management Systems and ecommerce/subscription administration, coordination of virtual and onsite training events, customer support, client and vendor liaison, and financial and analytical reporting.  
• This is a new role which will help us to establish new processes, set up and support new services and set up our systems (data and learning platforms) for success.  

Key responsibilities  

• Run and maintain the Xceptor Learning Management System (Academy) ensuring a slick user/learner experience 
• Manage stakeholder governance, undertake client follow-ups and engagement to review learning needs, consumption, value to-date and manage renewals 
• Collaborate with the Marketing team to create and maintain a series of LMS/Hubspot automated workflows and campaigns to drive learner consumption 
• Develop and oversee data reporting systems and integrations to accurately track key metrics such as revenue, pipeline, project KPIs, learner consumption, and client/partner analysis. Interpret and analyse this data to provide actionable insights and trends at both the management and client/partner levels. 
• Manage subscriptions, purchases, invoicing, renewals, and operational processes for clients and partners, including managing the provision Xceptor training lab access 
• Communicate with client, sales and partner teams to provide updates on training course schedules/availability, course updates, and other announcements as needed. 
• Collaborate with the Instructional Designers and product team to craft and publish learning plans and catalogues to inform learners of available/recommended training 
• Create and maintain external and internal learning collateral and documentation –'how-to'/admin guides, processes, email notification templates, course outlines, learning plans, certification and subscription information 
• Oversee administration of new courses and resources in the Academy – including testing and managing access through various learning plans and catalogues 
• Organise schedules and administrative tasks for instructor-led training courses, liaising with trainers, client/partner key contacts, and course participants. 
• Provide support for the Xceptor certification programme including dealing with enquiries, vendor liaison and day-to-day administration 
• Provide global client/partner/team support, as needed, across required timezones 
• Manage external vendor/third party relationships for LMS, software, other services.  
• Project execution as needed for new vendor selection and associated transformation projects (for example, sourcing and implementing new LMS) 
• Support internal LMS needs, provide system support, assist the team, as needed 

Required education and experience 

• Learning Management System management, maintenance and administration 
• Subscription management 
• Customer/partner training coordination 
• Salesforce, Rocketlane, Gainsight, Power BI or other similar tools and systems 
• Data analysis skills for analysing large datasets from multiple sources. Adept at queries, report writing, dashboard creation and presenting findings 
• Technical know-how of APIs and integrations for learning management systems and data tools 
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy 
• Testing, troubleshooting and maintenance of elearning packages  
• Exceptional communication, customer service and client engagement skills 
• Self-starter who can prioritise and accurately complete work on concurrent projects and tasks with minimal supervision 
• Adept at process formulation and cross-functional collaboration 
• Acute attention to detail 
• Learns quickly and takes both initiative and responsibility for their work 
• Creative and innovative.  
• Excellent command of the English language both written and spoken  

Additional Eligibility Requirements  

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for the employees of this job.  Duties, responsibilities and activities may change at any time with or without notice.  
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.