Manager, Learning Operations

POSITION SUMMARY

The Manager, Learning Operations, is responsible for the tactical execution and operational excellence of the PCMA Institute. This role ensures seamless delivery of all learning products and manages daily operations, instructor relationships, learner success, and sponsorship fulfillment activities.

ESSENTIAL DUTIES AND ACCOUNTABILITIES

Operations Management (40%)

• Manage all course instructor relationships including recruitment, contracts, performance management, and course scheduling
• Own complete LMS administration, user experience optimization, and technical troubleshooting
• Execute sponsorship fulfillment activities and deliverable coordination
• Coordinate webinar production from registration through post-event follow-up
• Implement systematic processes for course updates, promotion, and instructor engagement
• Establish independent decision-making frameworks with appropriate VP approval mechanisms

Learner Success & Customer Experience (25%)

• Lead learner success initiatives, including support, satisfaction surveys, and retention programs
• Manage customer support operations and issue resolution
• Develop and maintain learner feedback loops and satisfaction metrics
• Coordinate with Customer Service Associate to ensure seamless learner experience
• Monitor and improve course completion rates and learner engagement

Process Optimization & Systems (20%)

• Oversee department reporting, analytics, and KPI tracking
• Implement operational process improvements to reduce inefficiencies
• Manage quality control and compliance for all learning deliverables
• Coordinate cross-functional collaboration with Business Development, CEMA, Spark, and Regional teams
• Develop systematic instructor recruitment pipeline for new topic areas

Strategic Support & Collaboration (15%)

• Support department strategic initiatives through operational execution
• Provide operational insights for product development and strategy decisions
• Manage event support for PCMA signature events as needed
• Collaborate with Learning Design Manager on content delivery optimization
• Ensure operational readiness for new product launches and consulting services
• Perform other duties as requested by supervisor.
• Represent PCMA in a professional manner in all areas of responsibilities, both with internal and external clients.

KNOWLEDGE, SIILLS, AND ABILITIES

• Proficiency with LMS platforms (experience with multiple systems preferred)
• Advanced knowledge of webinar platforms and virtual event technology
• Strong analytical skills with experience in reporting and data analysis
• Proficiency in CRM systems and customer support platforms
• Advanced Microsoft Office Suite skills
• Exceptional organizational and process management skills
• Strong relationship management and communication abilities
• Problem-solving mindset with attention to detail
• Ability to work independently while maintaining appropriate escalation protocols
• Experience managing multiple stakeholders and competing priorities
• Customer service orientation with focus on learner satisfaction
• Ability to travel 10-15% annually for PCMA signature events and instructor meetings

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business Administration, Operations Management, Education, or related field
• 5+ years of operations management experience, preferably in learning/training organizations
• 3+ years of experience managing instructor or facilitator relationships
• Experience with Learning Management Systems (LMS) administration and optimization
• Project management certification (PMP, Agile, etc.) preferred

PREFERRED QUALIFICATIONS

• Association or membership organization experience
• Experience with continuing education (CE) administration and compliance
• Background in adult learning principles and training delivery

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

• Ability to perform work utilizing a computer for extended periods of time.
• Ability to sit / stand for extended periods of time in performing the work.
• Ability to walk for extended periods of time in performing the work. 
• Ability to pull or push objects of varying weights in performing the work. 
• Ability to grasp objects utilizing the fingers (fine motor manipulation).
• Ability to travel by air or ground transportation as required in performing the work.
• Ability to lift up to 15 pounds.