Global LMS Help & Support Lead
Position Title: Global LMS Help & Support Lead Work Location: 100% Remote Assignment Duration: 7+ months Work Arrangement: Remote Position Summary: The Global LMS Help & Support Lead is responsible for owning and scaling the end to end help, support, and service experience for The Organization's global Commercial Learning Management System (LMS). This role ensures seamless, reliable, and high-quality support for all commercial learners and stakeholders—including internal employees, partners, and external audiences—while enabling adoption, satisfaction, and business continuity across regions. Key Responsibilities:
- Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
- Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
- Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
- Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
- Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
- Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
- Design and maintain self-service resources such as job aids, FAQs, in-app guidance, and support documentation to reduce friction and dependency on live support.
- Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value-adding experience, not just issue resolution.
- Capture user feedback and "voice of the business" insights to inform platform improvements and roadmap decisions.
- Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
- Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
- Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
- Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
- Act as a trusted partner to Global Learning, IT, and regional teams.
- Translate technical issues into clear, business-relevant communications for both operational teams and stakeholders.
- Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one. Qualifications & Experience: Required
- 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise-scale systems.
- Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
- Hands-on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
- Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
- Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences. Preferred
- Experience supporting commercial, sales, or customer-facing learning audiences in a regulated or complex environment.
- Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
- Experience working with external vendors and managing platform escalations and release cycles.
- Change management or scaling platform experience in a global organization.
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