Director, Customer Learning – Customer Operations (US)
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Job Location:
Salt Lake, UT - USA
Monthly Salary:
$ 170000 - 189000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company thats founder-led and privately held we empower our employees to push boundaries innovate and shape the future of healthcare.
With the largest long-term and post-acute care dataset and a Marketplace of 400 integrated partners our platform serves over 30000 provider organizations making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development ensuring our employees have the resources to innovate and make a lasting by Forbes as a top private cloud company and honored as one of Canadas Most Admired Corporate Cultures we offer flexibility growth opportunities and meaningful work.
At PointClickCare we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity productivity and thoughtful decision-making. By integrating AI tools into our daily workflows collaboration is enhanced outcomes are improved and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission and we continue to invest in training and development to nurture innovation throughout the employee journey.
Join us in redefining healthcare so it doesnt just survive it learn more about PointClickCare check out Life at PointClickCareand connect with us on Glassdoor and LinkedIn.
**Travel to Office expectations**
For Remote Roles: If this role is remote there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include but not limited to onboarding team events semi-annual and annual team meetings.
For Hybrid Roles: If this role is Hybrid there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include but not limited to weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
We are seeking a seasoned leader in education services to modernize and scale our customer learning programs. As Director Customer Learning Customer Operations you will be responsible for driving the strategy execution and cross-functional alignment of our customer education initiatives to ensure customers and employees derive maximum value from our platform through engaging modern and measurable learning experiences. You will provide leadership for learning program managers LMS administrators and certification team members while designing building and maintaining sustainable and repeatable e-learning modules and courseware for both customers and internal staff.
This team is responsible for designing and delivering scalable learning experiences that empower customers to adopt and maximize the value of PointClickCare solutions. They create and manage training programs certifications and enablement resources tailored to various user roles (internal staff partners and customers) and maturity levels. By driving product proficiency and engagement the team plays a critical role in accelerating customer success and reducing support dependency.
Key Responsibilities:
- Define and execute the strategic roadmap for all customer education initiatives (onboarding adoption certification renewal).
- Design deliver and continuously optimize mixed-mode learning content (e-learning live virtual training live on site training video simulations microlearning).
- Lead the management of our learning delivery platforms (LMS / LXP) ensuring they are leveraged for personalization scalability and analytics.
- Lead hire and develop a high-performing team of instructional designers learning management system specialists implementation training staff and operations professionals.
- Define track and analyze key metrics to measure the impact of education services and drive continuous improvement.
- Manage budget resources and where applicable revenue and pricing for certification / paid training offerings.
- Stay on top of industry trends Adopt new learning technologies and modalities leverage AI for personalized learning and analytics ensure education is modern accessible and efficient.
- Build and maintain strategic relationships with external training partners to drive mutual growth support implementation through staff augmentation and ensure consistent high-quality delivery of services across the ecosystem.
Qualifications & Skills:
- 8-10 years of experience in designing and scaling education / training / customer enablement programs preferably in a SaaS or tech-centric environment.
- Proven leadership / people management background.
- Deep understanding of adult learning theory instructional design methodologies and content production (video interactive etc.).
- Strong experience with LMS / LXP / learning technology platforms.
- Excellent metrics / analytic mindset: ability to define and measure education ROI.
- Ability to think strategically AND execute tactically.
- Experience with emerging learning technologies or innovation (AI adaptive learning etc.).
Bonus Skills:
- Bachelors degree in Education Instructional Design Adult Learning Business or similar. Advanced degree a plus.
- Senior care LTPAC Ambulatory Acute and payer experience
- A natural ability to thrive in a fast-paced environment with continuous change.
$170000 - $189000 a year
AtPointClickCare base salary is one of the many components that make up our total rewards US base salary rangefor this position is $170000 - $189000 bonus or commission equity benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. Within the range individual compensation is determined by job-related skills and knowledge relevant experienceincluding professional and lived experience and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.
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Corp F/L3
PointClickCare Benefits & Perks:
Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition and more!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race religion national origin status age sex sexual orientation gender identity or expression marital or domestic/civil partnership status disability veteran status genetic information or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.
When you apply for a position your information is processed and stored with Lever in accordance with Levers Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information and may use it in relation to future positions to which you apply or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information or if you would like to ask to access correct or delete your information please contact PointClickCares human resources team:
PointClickCare is committed to Information Security. By applying to this position if hired you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Director
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
PointClickCare is the #1 cloud-based healthcare software provider helping long-term and post-acute care (LTPAC) providers navigate the new realities of value-based healthcare.
