D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

General Description

The VP of Customer Support, Community, and Knowledge will define and execute a cohesive company strategy for Administration and End-user Support and Community in addition to ensuring high quality and localized content creation of D2L product and services. Our ideal candidate will ensure D2L consistently delivers support that exceeds customers’ expectations, lead a global team with high performance and will contribute to the company achieving revenue and customer retention targets. This leader will work closely with other departmental leaders to enable positive outcomes, operational efficiency and foster a collaborative culture at all levels.

How Will I Make an Impact?:

Performance and People

You will attract, recruit, train and retain top talent; supporting team members growth and development.
You lead by example, showing others what great looks like to up-level your next level of leaders, and so on throughout the org. Nothing is beneath this role.
You are responsible for multiple teams of Admin Support, End User Support, Community, Knowledge and Localization. Ensuring cross-functional collaboration across teams is critical to generating great client outcomes.
You will be responsible for capacity planning, ensuring staffing requirements are met, and making hiring decisions in partnership with leadership team.
Responsibility for allocating budgets across teams to achieve operational target margins.
You will act as a coach and mentor to your Leaders helping them to grow their skills and increase performance over time.
You will provide career path opportunities, give regular feedback, and create a collaborative and open environment.
You’re mindful of driving operational excellence through efficiency, speed to resolution, and acting with urgency while consistently maintaining high customer satisfaction levels.
Act with urgency when high priority customer escalations arise from time to time, and lead from the front in these moments.
You will be responsible for performance management in accordance with company policies and procedures.
You will build relationships and look for opportunities to collaborate and knowledge share with Services, Product Development, Engineering, Sales, Marketing and other Customer Engagement teams
You will help grow and develop new leaders within Global Support, Community and Knowledge and the broader Customer Engagement division.
Previous experience managing a global support organization is required.

People Leadership and Performance

You are passionate about people leadership and leading effective teams.
You will manage a team of D2Lers and champion a high performing culture.
You will connect your team’s day to day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members.