VP, Customer Support, Community, and Knowledge
Core
Define and execute a cohesive company strategy for Administration and End-user Support, Community, and Knowledge to ensure high-quality localized content and exceed customer expectations.
Role type
VP of Customer Support, Community, and Knowledge
Builds
D2L learning environment and solutions for schools, campuses, and companies
Domain
EdTech / Learning Management Systems
Required skills
Global support organization management, team leadership and talent acquisition, budget ownership and margin management, SLA/SLO adherence, community strategy and case deflection, AI implementation in workflows, operational data synthesis and analytics, cross-functional collaboration, executive reporting
Preferred skills
Experience with third-party support provider management, process optimization for support lifecycle, knowledge sharing initiatives
Technologies
AI tools for support workflows, operational data systems
Responsibilities
Attract, recruit, train, and retain top talent; manage capacity planning and hiring; allocate budgets to achieve operational targets; act as escalation point for customers; define community strategy; drive innovation and process improvement; present updates to executive audiences; manage relationships with third-party support providers
Seniority
Executive, strategic leadership & mentorship