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LMS Program Manager

  • 14 Apr 2017 6:47 PM
    Message # 4752828
    Anonymous

    LMS Program Manager
    Randstad USA

    Primary Purpose of the role: 

    • The program manager is responsible for managing all delivery aspects of their specific PBO service, maintaining and strengthening the client relationship, new business development activities and ensuring continued contract compliance. 
    • Acts as a LMS SME, developing, maintaining and enforcing training processes, practices, and service level agreements (SLAs) related to the use and administration of the LMS. 
    • Recruit, manage, and develop internal staff. 
    • Monitor and control costs; responsible for full P&L. 
    • Achieve budget profitability and identify opportunities for new revenue streams. 
    • Monitor and maintain strategic partnership with the client through an extensive and active understanding of the client’s business, strategic direction, processes, and policies. 
    • Maintain close contact with the key principals at the account to ensure highest level of client satisfaction possible. 
    • Collaborates with cross-functional learning and development SMEs to determine effective methods to package and deploy various forms of training based on ease of use and completion requirements, as defined by the applicable business partner. 
    • Collaborates with instructional design team to gather information and set up and administer various learning plans within the LMS. 
    • Meet with director level contacts on a daily/weekly basis to assess business needs, requirements, performance, overall satisfaction with the PBO service levels, and opportunities for growth. 
    • Acts as a liaison with LMS vendors with a focus on building and maintaining relationships that enable the organization to maximize system performance and continually improve user experience. 
    • Consistently exceed client expectations, and facilitate and drive change in a fast-paced and dynamic work environment. 
    • Work with senior management to ensure adherence to the contract and SLA’s, and to seek out opportunities for improvement. 
    • Manage budget and effectively allocate resources accordingly to yield the best ROI. 
    • Resolve operational challenges that impact the effectiveness of the service. 
    • Oversee operations and provides leadership and guidance to PBO MCL LMS support team. 
    • Responsible for negotiating and understanding customer requirements, and drive adherence to customer guidelines throughout PBO operational support team and achieving agreed to customer departmental goals and objectives. 
    • Identify and implement new business opportunities within installed base and assigned area of responsibility. This includes all levels and types of product services that make up the business of the operating unit. 
    • Manage and achieve the financial objectives of the contracts and areas assigned including operational improvements, expense management, account growth, and revenue and contribution attainment. 
    • Hire, place and promote managers and employees who will provide leadership and direction to the employee population. 
    • Provide leadership and guidance to managers, maintain ongoing two-way communication, and promote professionalism, teamwork and outstanding customer service. 
    • Develop, implement, manage recognition and retention programs, and ensure performance and training plans are in place for all talent. 
    • Drive compliance with Randstad personnel programs and policies. 
    • Communicate performance expectations and provide timely feedback and evaluations. 
    • Recognize positive employee contributions through formal and informal recognition programs. 
    • Maintain technical competence of staff by identifying needs, establishing and conducting training and skill enhancement programs. 
    • Supervise the development and improvement of methods, techniques and processes, including new systems applications in support of all contracts managed, where appropriate. 
    • Ensure efficient operations and contract compliance to achieve operational measurements and cost reduction objectives. 
    • Ensure appropriate business controls are in place to satisfy audit requirements and to protect customers and company assets. 
    • Determine and implement strategies necessary to achieve defined objectives. Ensure measurements are in place to monitor progress and track accuracy and timeliness. 
    • Organize an efficient service organization structure to produce desired results most effectively and pinpoint accountability and responsibility. 
    • Monitor scope of work to ensure company is compensated for scope expansion. 
    • Develop comprehensive plans to achieve operational and customer satisfaction objectives, 
    • Communicate concerns and achievements “up the line” within Randstad, and identify solutions for problem areas. 
    • Backup peer managers and ensure coverage during absences. 
    • Achieve and maintain high customer satisfaction. Ensure measurements are in place to monitor customer satisfaction. 
    • Understand and respond to specific customer needs and changes while maintaining a high level of customer communication. 
    • Maintain a high level of customer communication. 
    • Encourage ownership, creativity and initiative to develop new methods, techniques and systems to improve current processes resulting in lower costs and higher levels of customer satisfaction. 
    • Provide guidance and operational updates to customer management and staff as requested or as needed. 
    Eligibility requirements: 
    • Bachelor’s degree in instructional design, human resources or equivalent. 
    • Background or experience managing enterprise level Learning Management Systems (LMS) environment preferred. 
    • Cornerstone OnDemand (CSOD) experience a plus. 
    • 3-5 years prior experience leading learning projects in role focused on a quality customer experience. 
    • Strong team leadership, management skills, and demonstrated ability to manage and resolve complex client situations in an effective manner. 
    • Prior experience managing a tiered technical support staff a plus. 
    • Excellent communications (interpersonal, verbal, written) including negotiation skills, active listening and able to project empathy and common sense. 
    • Proficient knowledge of MS Office and MS Outlook. Knowledge of SharePoint and Projects. 
    • Ability to multi-task and effectively prioritize workload. 
    • Unsurpassed level of professionalism and ability to communicate at all levels of the client organization. 
    • Strong organizational, analytical, and problem solving abilities. 
    • Ability to work independently and manage multiple priorities and deadlines in a fast-paced environment. 
    • Ability to present business reviews and workforce strategies to client groups. 
    • Demonstrate the ability to identify customer’s needs and to deliver, decline, or adjust expectations. 
    • Travel may be required; 50% minimum unless otherwise noted.
    Apply Online here: https://randstadus.gr8people.com/index.gp?method=cappportal.showPortalSearch&sysLayoutId=123&page=1&inp2805=lms