Manager, Learning Operations - Remote

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 13 states. We're looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.
Job Summary:
Help at Home is seeking a Learning Operations Manager who will be responsible for the execution of our learning systems and processes necessary to deliver training for our end users. This role oversees and provides for the day-to-day logistics management of how training is performed, consumed, and recorded. Ultimately, the Learning Operations Manager role is designed to support employee engagement in the pursuit of professional development, career growth, and training compliance. The Learning Operations Manager helps to identify, define, and guide best practices and makes recommendations for continuous improvement to processes involving the upload of materials, consumption of content, and reporting analytics associated with the system; impacting the rules and policies for everyday tasks for front-end users (those taking training) and for back-end users (those that create, load, or report within the system).
As a People Leader:

• You lead with empathy, vulnerability, and honesty
• Must have a love of learning
• Empower and inspire full time associates through coaching
• Hold others to high standard
• Knows how and when to celebrate success
• Team-first mindset
• Endless curiosity and an enthusiasm for continuous improvement

Duties/Responsibilities:

• Continues to make ongoing improvements to the LMS and business processes to improved efficiency, operation, and learner satisfaction.
• Develops, tests, and implements new custom reports. Periodically auditing existing reports and managing the inventory of all reports.
• Develops and maintains Standard Operating Procedures for Learning/Training content and other day-to-day tasks within/pertaining to the LMS.
• Serves as a primary administrator of our company Learning Management System (LMS); overseeing the day-to-day operations of the system
• Provides recommendations for content updates based on content age, quality, and other relevant factors.
• Develops expert level technical knowledge in the operation of the LMS and its interfaces with HR, Payroll, and other systems
• Performs other duties and responsibilities as assigned.
• Provides troubleshooting support through department ticketing system. Oversees ticketing system SLAs for the LMS
• Ensures proper setup of Learning Pathways within the LMS, through partnership with content designers.
• Works closely with 3rd party providers to ensure quality of content within the Learning catalog.
• Provides data analysis and insights on reporting results.
• Delivers/supports the delivery of training for end users at various administrative levels
• Works with the training teams, other internal stakeholders, vendor partners, and external learners (as needed) to ensure operation of the LMS
• Defines enrollment rules, user permissions, and other logistics necessary for the system to efficiently operate
• Works with training teams and conduct final quality assurance functionality testing on eLearning courses, assessments, and other content prior to publishing within the LMS.
• Provide coaching, guidance, and feedback to LMS Administrators

Required Skills/Experience:

• Excellent planning, organizing and project management skills
• Advanced oral and written communication skills
• Ability to organize, manage and lead multiple projects and teams based on current/future LMS initiatives.
• Attention to detail and analytical skills
• Awareness of general UX/UI design principles for desktop and mobile applications
• Skill in Microsoft Word, Excel, PowerPoint, other Microsoft based applications
• Bachelor's Degree; or an equivalent combination of education and experience
• Understanding of digital learning formats and authoring tools a plus
• 3-5 years of experience leading others in a customer service environment
• 3-5 years of experience in an IT helpdesk or similar environment
• Knowledge of training and development practice and methods, including needs assessment and/or instructional design
• 3-5 years of LMS and computer-based learning systems experience
• Awareness of change management fundamentals

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.