Associate Director, Digital Learning

NACD•Arlington, VA

6d•Hybrid

About The Position

The Associate Director, Digital Learning serves as the product manager, technology innovator, and cross-functional collaborator for NACD’s external education On Demand asynchronous learning offerings. This role focuses on revenue-generating external learning products, not internal Learning & Development. The Associate Director manages the relationship with the external LMS vendor, overseeing product setup, launches, administration, reporting, and maintenance to meet member learning needs. This position will also lead an RFP process and be part of the implementation team for a new LMS in 2027. The role collaborates with Digital, Technology, Solutions & Innovation (DTSI), Content Leads, external partners, Credentialing, Marketing, Member Engagement, and other stakeholders to ensure NACD on-demand programs and certificates meet standards for customer service, delivery, and continuing education credit. The role manages one instructional designer focused on asynchronous course development.

Requirements

Bachelor’s degree
Seven to ten years of experience in customer service, asynchronous learning, and Learning Management Systems (LMS) for external customers.
Strong technical skills
Strong project management skills
Strong problem-solving skills
Team player with a positive attitude and professional work ethic.
Demonstrated experience leading and managing people, including the ability to encourage, empower, and hold others accountable.
Demonstrable experience in contracting, technology implementation, oversight, regular communications, and relationship building with vendors while working to stay within budget.
Exemplary attention to detail
Excellent communication and interpersonal skills
Ability to handle confidential information in a professional manner.
Ability to work independently as a self-starter.
Ability to work as part of a team and collaboratively across the organization.
Ability to handle multiple activities and priorities while meeting deadlines.
Ability to maintain utmost professionalism, organization, and extreme attention to detail.
Exceptional communication and interpersonal skills with an ability to understand and follow oral and written instructions.
Ability to deal effectively with internal/external customers and vendors.
Proficiency in Microsoft Word, PowerPoint, and Excel.

Nice To Haves

Experience with Salesforce
Experience with LearnUpon
Experience with Welcome
Experience with Monday.com

Responsibilities

Maintain awareness of industry standards for external professional development asynchronous learning platforms.
Develop and implement plans for new education technology to bring additional educational products to market, meeting financial and customer satisfaction objectives.
Establish business requirements, understand client needs, manage procurement, and identify/implement operational requirements for features like co-branded partitions for OnDemand partnerships and licensing opportunities.
Identify process improvements, write SOPs, and implement measures to streamline efforts and improve productivity and accuracy through technology exploration or novel methods.
Execute RFI and RFP processes for LMS vendors, make vendor recommendations, and manage vendor contracts.
Monitor utilization of contracted licenses in line with On Demand volume and program growth.
Oversee operational effectiveness and continuity in partnership with DTSI, including managing vendor relationships, troubleshooting, and software updates.
Identify potential product additions and share vendor integration roadmaps for incorporation into NACD systems.
Provide oversight and technical direction for education technology platforms, including planning and executing version control and software updates.
Expand available functionality to align with NACD's education strategy.
Troubleshoot and resolve elevated registration, accreditation, and technology use issues.
Identify and implement long-term solutions for volume sales processes and course licensing administration.
Provide leadership and coaching to direct reports to ensure their success in assigned tasks, goals, and career paths.
Collaborate with other departments and content leads to ensure clear communication, consistent online information, and synergistic departmental processes.
Develop, communicate, implement, and maintain standards, processes, roles, responsibilities, service level agreements, system requirements, and other guidelines for team members.
Create key data reports for strategic decision-making.
Work with key stakeholders to determine, implement, and monitor program standards and business rules/exceptions.
Encourage operational excellence and adherence to deadlines and agreed-upon timelines.
Innovate to develop and implement processes and procedures to enhance the digital learning experience.
Support and cultivate policies and procedures with a member-first mentality.
Provide project management oversight for asynchronous course setup and launches, registration processes, standardized communications, website interfaces, and course completion/credit tracking.
Ensure accuracy and timeliness in asynchronous registration processing and communication, and provide final approval for content management system (CMS) messaging.
Oversee standard operating procedures (SOPs) and review/update cancellation, transfer, and refund policies.
Ensure policies are integrated into workflows and procedures with the Education department and other interdependent departments.
Execute all administrative requirements for LMS delivery platforms until programs support additional staff.
Administer third-party certificate programs, including those with CMU, managing new registrations, troubleshooting, invoicing, and credit allocation.
Update Salesforce accordingly in a timely manner.
Execute Continuing Professional Education (CPE) credit processes to ensure timely processing and distribution.
Implement and maintain standards, processes, roles, responsibilities, service level agreements, system requirements, and other guidelines.
Process registrations, cancellations, transfers, refunds, and credits.
Respond to customer service inquiries via email and phone for OnDemand products, providing guidance and making sound decisions.
Enter discount codes and manage complimentary registrations.
Update weekly dashboard of registration activity and revenue.
Adhere to project timelines for system enhancements and/or upgrades.
Alert VP, Education & Experience of issues, problems, or concerns.
Supervise, mentor, train, and provide leadership oversight of the Program Manager, Instructional Design, encouraging growth, progression, and advancement while facilitating open dialogue.