Job Description

JOB OVERVIEW:

GP Strategies is seeking a self-motivated Project Lead, experienced in LMS Administration, to join a remote team dedicated to the administration and support of our client's learning platform. This Project Lead will lead a team of LMS Administrators engaging with customers through intake forms, support tickets, Webex meetings, and emails, keeping the customer experience a top priority. Additionally, the Project Lead will become an LMS expert, advocating for improvements and providing our stakeholders with unique platform solutions to meet their needs. This Project Lead will also serve as the primary contact for the team in India, providing leadership and support across various roles. While some flexibility is needed, the primary schedule for this role is 14:00 to 23:00 IST.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Collaborate with the global internal team through meetings, projects, and activities, which may require occasional schedule adjustments. Offer customer consultations to provide configuration solutions to meet their unique needs or improve their course/program/setup through platform features and capabilities (ex. setting proper permissions, different file structures, etc.). Oversee LMS Administrators as they perform day-to-day administration in an Oracle-based LMS for courses, offerings, certifications, and roster management. Gain a comprehensive understanding of the functionality and features of the LMS, and stay up-to-date when new features or changes are released. Maintain and oversee various back-end processes to ensure smooth operation of databases and tools used by the team. Monitor trends and proactively identify problems, inefficiencies, and opportunities; conduct root cause analysis and implement solutions to enhance customer experience and drive continuous improvement. Monitor and ensure adherence to all Service Level Agreements. Take ownership of issue and error escalation, including thorough documentation and reporting, follow-up with the customer or internal contact throughout the process, and documentation of lessons learned. Assist with internal process auditing, support system upgrades, design test scenarios, lead regression testing, and establish best practices. Collaborate closely with account leadership to discuss current issues, needs, team performance, and special projects. Contribute to the maintenance and creation of knowledgebase documentation in Confluence on processes, tasks, and LMS functionality. Perform activities such as uploading, publishing, and testing e-Learning source files and troubleshooting issues or inconsistencies (internally and with clients).

QUALIFICATIONS REQUIRED:

Experience:


3+ years of LMS administration Following complex processes with accuracy Troubleshooting technical issues Documenting processes or instructions Communicating with global teams
Abilities and Skills:


Excellent and proactive communication (verbal, written, and comprehension) Critical thinking Problem solving Attention to detail Collaboration Time management Ability to work independently and make decisions

PREFERRED QUALIFICATIONS:

Experience:


Supervisory experience Familiarity with performance metrics and service levels Advanced knowledge of MS applications and tools (Excel, Word, Outlook, SharePoint, etc.)
Abilities and Skills:


Passion for learning and growth Drive to provide excellent customer experiences Analytical thinking
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#Remote



Responsibilities
Lead and oversee a team of LMS Administrators, engaging with customers through various channels, including intake forms, support tickets, Webex meetings, and emails. Provide customer consultations, offering configuration solutions and platform feature recommendations to meet their unique requirements. Gain an in-depth understanding of the LMS's functionality and features, staying updated on new releases and changes. Maintain and oversee back-end processes to ensure seamless operation of databases and tools used by the team. Proactively identify problems, inefficiencies, and opportunities, conducting root cause analysis and implementing solutions to enhance the customer experience. Monitor and ensure adherence to all Service Level Agreements (SLAs). Take ownership of issue and error escalation, ensuring thorough documentation, reporting, and follow-up with customers or internal contacts. Assist with internal process auditing, system upgrades, design test scenarios, and lead regression testing. Collaborate closely with other LMS supervisors and the Customer Solutions Manager to discuss current issues, team performance, and special projects. Contribute to knowledgebase documentation in Confluence, covering processes, tasks, and LMS functionality.

Qualifications
3+ years of experience in LMS administration. Proven ability to follow complex processes with accuracy and troubleshoot technical issues. Excellent communication skills (verbal, written, and comprehension) and a proactive approach. Strong critical thinking, problem-solving, and attention to detail. Experience in collaborating with global teams and documenting processes or instructions. Supervisory experience is preferred, along with familiarity with performance metrics and service levels. Advanced knowledge of MS applications and tools (Excel, Word, Outlook, SharePoint, etc.) is an asset. A passion for learning and growth, coupled with a drive to provide excellent customer experiences. Analytical thinking and the ability to work independently and make decisions. * Flexibility to adjust schedules occasionally for global team collaboration.