Introduction to Ring and Our Mission
At Ring, we're passionate about delivering exceptional customer experiences through innovative products and services. As a leader in our industry, we recognize the importance of continuous learning and development to drive success. Our Customer Support Organization is dedicated to providing top-notch support to our customers, and we're seeking a talented Learning Systems Manager to join our team. In this role, you'll play a critical part in shaping the learning strategy and execution for our operations, ensuring that our associates have the skills and knowledge needed to deliver outstanding customer experiences.
About the Role
We're looking for a customer-obsessed, detail-oriented Learning Systems Manager to provide workload guidance, oversight, stakeholder communication, and analytics/reporting for our Learning Experience Design team. As a key member of our team, you'll anticipate bottlenecks, balance business needs, and drive projects forward quickly. You'll thrive in a fast-paced environment, leveraging your excellent project management skills, problem-solving abilities, and strong communication skills to contribute to team and customer success.
Key Responsibilities
- Manage the LMS vendor relationship and oversee upgrades and customization to ensure seamless integration with our learning ecosystem.
- Oversee the implementation of our Learning Management System (LMS) and manage day-to-day operations and support to ensure optimal performance.
- Partner with Workforce Management to maintain reliable LMS registrations, logistics, admin permissions, marketplaces, and groups for all audiences, ensuring that our learning programs are accessible and effective.
- Develop mechanisms and outreach efforts to enable sites to access, manage, and troubleshoot LMS issues as needed, providing exceptional support to our internal stakeholders and external users.
- Provide LMS support to both internal stakeholders and external users, ensuring that our learning programs are delivered efficiently and effectively.
- Document standard operating procedures around daily business processes, ensuring that our learning ecosystem is well-documented and easy to navigate.
- Lead system upgrades and system changes, and related technical requirements of all learning technology platforms, staying up-to-date with the latest trends and technologies in learning and development.
- Communicate updates through extensive written material to keep leadership and stakeholders informed, ensuring that our learning strategy is aligned with organizational goals.
- Manage licenses and contracts for technology tools, ensuring that we're leveraging the best solutions to drive learning and development.
- Manage legal and information security reviews and evaluations for new and proposed technologies, ensuring that our learning ecosystem is secure and compliant with regulatory requirements.
- Own training completion reporting processes, including data analysis and presentation of insights to leadership, providing actionable recommendations to drive learning and development.
- Collaborate closely with Business Intelligence (BI) and Operations (Ops) stakeholders to align learning initiatives with organizational goals, ensuring that our learning programs are strategic and effective.
- Manage projects and processes in an entrepreneurial environment, requiring strong multi-tasking abilities and a willingness to adapt to changing priorities.
- Travel may be required, providing opportunities to collaborate with global teams and stakeholders.
A Day in the Life
In this position, you'll evolve the learning systems strategy and execution for Ring operations learning, overseeing and working directly on learning systems that utilize your expertise in instructional technologies, vendor management, and human performance technology. You'll enable improved learner experience and provide quantifiable data to drive learning and development. Your people leadership experience, expertise in developing and maintaining strong business relationships, and ability to collaborate across parts of the business will be essential in this role.
About Our Team
Our team is dedicated to the learning and development of the Ring Customer Support organization. We design, create, and develop learning solutions to enhance associate knowledge around our products and services, providing a first-class customer experience. Our learning programs support new hire onboarding, product knowledge, troubleshooting, customer experience, coaching, leadership development, and specialty training. We're a collaborative and dynamic team, passionate about delivering exceptional learning experiences that drive business results.
Essential Qualifications
- 3+ years of program or project management experience, with a proven track record of driving projects forward and delivering results.
- 3+ years of defining and implementing process improvement initiatives using data and metrics, with experience in data analysis and presentation.
- Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL, with experience in data-driven decision making.
- Experience using data and metrics to determine and drive improvements, with a strong understanding of learning analytics and metrics.
- Experience working cross-functionally with tech and non-tech teams, with excellent communication and collaboration skills.
- Familiarity with xAPI, SCORM, LMS, LRS, and other learning technologies, with experience in learning management systems and learning ecosystem development.
- Experience managing large-scale technology implementations, with a strong understanding of technical requirements and system integration.
- Familiarity with tool integrations using APIs and scripting, with experience in technical project management.
- Knowledge of current trends in learning technology, as well as key tool sets and their potential applications in training, with a strong understanding of instructional design principles and adult learning theory.
- LMS ownership experience in a large-scale, corporate environment, including end-user training and day-to-day support, with experience in learning system administration and maintenance.
Preferred Qualifications
- 3+ years of driving end-to-end delivery and communicating results to senior leadership, with experience in stakeholder management and communication.
- 3+ years of driving process improvements, with experience in change management and implementation.
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization, with excellent communication and interpersonal skills.
- Experience building processes, project management, and schedules, with a strong understanding of project planning and execution.
Career Growth Opportunities and Learning Benefits
At Ring, we're committed to the growth and development of our employees. As a Learning Systems Manager, you'll have access to a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. You'll be part of a dynamic and collaborative team, working together to drive learning and development and deliver exceptional customer experiences.
Work Environment and Company Culture
Our work environment is fast-paced and dynamic, with a focus on innovation, collaboration, and customer obsession. We're a company that values diversity, equity, and inclusion, and we're committed to creating a workplace where everyone feels welcome and included. Our company culture is built around a set of core values that guide our behavior and decision making, including customer obsession, ownership, invent and simplify, are right a lot, learn and be curious, hire and develop the best, insist on the highest standards, think big, bias for action, frugality, earn trust, dive deep, have backbone; disagree and commit, and deliver results.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including medical, financial, and other benefits. Our compensation reflects the cost of labor across several US geographic markets, with a base pay range of $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. We're a total compensation company, offering equity, sign-on payments, and other forms of compensation as part of a total compensation package.
Conclusion
If you're a motivated and experienced learning professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Learning Systems Manager at Ring, you'll be part of a dynamic and collaborative team, working together to drive learning and development and deliver exceptional customer experiences. Don't miss out on this opportunity to grow your career and make a real impact in the learning and development space. Apply today!
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