Job details

Community Specialist

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

JOB SUMMARY:

The Community Specialist is a person who loves variety in their day from: moderating Community discussions and triaging social media questions and inquiries to helping us track and grow customer engagement. This role offers opportunities to create, design, and deliver customer facing materials that are delivered through the Brightspace Community to D2L's global client base.  

Our next Community Specialist takes tremendous pride in their work, loves working collaboratively across multiple teams, and fosters respectful, open, professional communication. A successful Community Specialist must have strong writing, inter-personal, project management, and process implementation skills.  

HOW WILL I MAKE AN IMPACT?

Monitor, respond to, and triage customer questions through various types of social media
Identify key Community contributors (internally and externally) to develop Engagement Programs 
Leading project tasks to completion and according to defined timelines
Use a variety of business tools to assess and propose data informed actions to support Community health and engagement
Evaluate and contribute to design of customer journey map informed Community experiences 
Develop learning resources across a variety of Community managed spaces

WHAT YOU'LL BRING TO THE ROLE:

Competencies:

Corporate Communications (Internal and External)
Community Engagement
Project Management
Data Analysis
User Experience Design
Working Collaboratively
Knowledge Management

Skills

Corporate Communications:
- Ability to engage with internal and external stakeholders through verbal and written (professional and social), Video/Graphic communication
- Delivering Online and In Person Presentations
Community Engagement:
- Customer Service
- Promotion/Participation in Online Events
- Identification of customers at risk/prospective customer spotlights
- Triaging customer needs gathering documentation and referring to Account Team members as needed
Project Management
- Effectively manages and communicates time via tracked project phases
- Designing Project phases to support Community OKRs
- Executing on the delivery of Community Projects
Data Analysis
- Use a variety of inputs to gather and synthesize data on key Customer & Internal Stakeholder Engagement Questions
- Design and facilitate User Experience Testing
User Experience Design
- Connects with Customers and Colleagues across D2L to review Community Experiences designed by vertical and role to identify opportunities and improve upon navigation and interaction workflows
- Design and facilitate User Experience Testing
Working Collaboratively
- Utilizes key data points across user management systems to identify opportunities to support customers connecting with their account team
- Ability to adapt and positively contribute to changing business needs
- Demonstrates initiative to identify gaps, communicate impact, and execute on process improvements
Knowledge Management:
- Create and maintain Community/Learning Center/ Tweet related documentation and content
- Respond to and triage knowledge requests delivered to Community Inbox and Slack channels

Thanks for reading the full job profile – hope you are now ready to apply! We are excited to meet you.

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range

$54,250—$65,250 CAD

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L;

Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
2 Paid Days off for Catch the Wave related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
Retirement planning
2 Paid Volunteer Days
Competitive Benefits Package
Home Internet Reimbursements
Employee Referral Program
Wellness Reimbursement
Employee Recognition
Social Events
Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.