Learning Systems Manager, Ring

Description

Ring is looking for a customer-obsessed, detail-oriented Learning Systems Manager to provide workload guidance, oversight, stakeholder communication, and analytics/reporting for the Learning Experience Design team as part of the Ring Customer Support Organization.

You will anticipate bottlenecks and balance business needs to move projects forward quickly. You thrive and succeed in a fast-paced environment and are not hindered by ambiguity or competing priorities.
This role requires excellent project management skills, problem-solving abilities, and strong communication skills. Above all, you must possess a passion for learning and contribute to team and customer success.

Key job responsibilities
• Manage the LMS vendor relationship and manage upgrades and customization.
• Oversee implementation of the selected Learning Management System (LMS) and manage day-to-day operations and support of the LMS.
• Partner with Workforce Management to keep reliable LMS registrations, logistics, admin permissions, marketplaces, and groups for all audiences.
• Build mechanisms and outreach efforts for sites to access, manage, and troubleshoot LMS issues as needed.
• Provide LMS support to both internal stakeholders and external users.
• Document standard operating procedures around daily business processes.
• Lead system upgrades and system changes and related technical requirements of all learning technology platforms.
• Communicate updates through extensive written material to keep leadership and stakeholders informed.
• Manage licenses and contracts for technology tools.
• Manage legal and information security reviews and evaluations for new and proposed technologies.
• Own training completion reporting processes, including data analysis and presentation of insights to leadership.
• Collaborate closely with Business Intelligence (BI) and Operations (Ops) stakeholders to align learning initiatives with organizational goals.
• Manage projects and processes in an entrepreneurial environment requiring strong multi-tasking abilities.
• Travel may be required.

A day in the life
In this position, you will evolve the learning systems strategy and execution for Ring operations learning. You will oversee and work directly on learning systems that utilize your expertise in instructional technologies, vendor management, and human performance technology to enhance the performance of Ring associates. The solutions you create will enable improved learner experience and provide quantifiable data. You should have people leadership experience, experience working across global locations, expertise in developing and maintaining strong business relationships, and collaborating across parts of a business. This includes assessing technology requirements, ensuring ongoing accessibility to learning systems at all sites, testing learning solutions prior to launches, and developing reporting mechanisms including dashboards for managers and supervisors.

About the team
Our team is dedicated and responsible for the learning and development of Ring Customer Support organization. We design, create and develop learning solutions to enhance associate knowledge around our products and services to provide a first-class customer experience. We offer learning programs that support new hire onboarding, product knowledge, troubleshooting, the customer experience, coaching, leadership development, and specialty training.

Basic Qualifications

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Familiarity with xAPI, SCORM, LMS, LRS.
- Experience managing large-scale technology implementations.
- Familiarity with tool integrations using APIs and scripting.
- Knowledge of current trends in learning technology, as well as key tool sets and their potential applications in training.
- LMS ownership experience in a large-scale, corporate environment, including end-user training and day-to-day support.

Preferred Qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.