The Director of Operations and Customer Success is responsible for aligning the operational activities across the Wave team, including leading continual client engagement for our corporate customers in adoption and relationship support. With a small team, this position will cross-functionally support client implementations of our education-as-a-benefit platform, working collaboratively across the department with Sales, Marketing, Educational Partners, and Product to ensure positive engagement with the clients.

This leader is knowledgeable about the field of education-as-a-benefit and corporate training, and maintains a high level of currency in the field. The Director of Operations and Customer Success creates clear and simple processes for managing relationships and tracking operational activities across the department.

Major Responsibilities (How Will I Make an Impact?):

• Create and maintain processes for operational consistency in support of a high-performing department and organizational culture.
• Develop workflows that maximize productivity, and set and meet operational goals.
• Partner closely with Sales, Marketing, Product, and Ed Partnerships to align messaging with activities, and ensuring cross-functional transparency to drive growth.
• Supervise staff where needed and provide constructive feedback to support continual growth and development.
• Develop strong relationships with new and existing clients to ensure high adoption of the Wave platform and the accompanying training and education.
• Lead implementation and operationalization of Wave with new clients, or lead others to do the same.
• Responsible for continually increasing the usage of the Wave platform with existing clients and new clients.
• Interface with D2L Wave and Corporate Advisory groups to foster continual engagement with key partners in the field of corporate learning.
• Foster a culture of customer empathy, partnership, and continuous value creation
• Expand revenue in accounts through cross-sell and up-sell in partnership with sales
• Advance initiatives to build long term customer advocacy
• Manage a team of D2Lers and champion a high-performing culture by connecting your team’s day-to-day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members.
• Responsible for supporting vision, planning, and defining team objectives, and leading execution of objectives
• Work with your peers and leaders to drive productivity, efficiency, and hold the team accountable for high-quality outcomes
• Play a key role in interviewing, hiring, and onboarding new team members. Provide expertise and coaching/mentorship to the team members and developing high-performing teams.
• Produce and actively participate in knowledge sharing as well as professional development initiatives

Competencies (What you’ll bring to the role):

• Ability to cross-functionally manage operations within a matrixed department
• Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills
• Model high energy level, demonstrated drive to succeed, with a sense of urgency in a fast paced and rapidly growing organization
• Experience within a growth-oriented SaaS companies is ideal
• Strong analytical and problem-solving skills
• Thorough understanding of business management, forecasting strategy and techniques
• Experience working in education technology or knowledge of business drivers for Higher Education organizations is a plus

D2L Leadership Competencies

• Leads by Example with personal and professional integrity, high accountability, and say/do ratio
• Boundaryless collaboration and influence skills both within team, peer group and broader organization. Effective communicator with a proven track record of
• Delivers Awesome Outcomes: Strategic mindset and business acumen, with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver, able to achieve results individually and through others, in fast paced, deadline-driven environments.
• Talent Magnet: Talent-focused leader, with demonstrated ability to coach, build and lead a high performing, diverse team.
• Better, Smarter, Faster: An agile learner, with a growth mindset, attention to detail and organizational skills. An operationally minded leader, with a focus on continuous improvement and innovation.
• Wins Hearts and Minds: An effective communicator, with the ability to connect the why and the what. A change agent, with proven delegation, motivation, and team building skills

Skills and Recommended Experience:

• Experience in a managing operations across an online learning enterprise, with experience leading teams
• Demonstrated experience creating sustainable, efficient processes
• Experience managing clients and/or partnerships for revenue generation
• Experience with a CRM, sales or marketing automation
• Experience with interpreting data and analytics, and adjusting business practices to improve operations
• Experience implementing either educational technology initiatives, online learning programs, or partnership programs
• Experience creating and presenting plans for client success, and delivering on those plans
• Experience managing clients within the field of education – external and internal – and of varying sizes