Community Specialist

D2L•Kitchener, ON

8d•CA$54,000 - CA$67,000•Hybrid

About The Position

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.

Requirements

Ability to engage with internal and external stakeholders through verbal and written (professional and social), Video/Graphic communication
Delivering Online and In Person Presentations
Customer Service
Promotion/Participation in Online Events
Identification of customers at risk/prospective customer spotlights
Triaging customer needs gathering documentation and referring to Account Team members as needed
Effectively manages and communicates time via tracked project phases
Designing Project phases to support Community OKRs
Executing on the delivery of Community Projects
Use a variety of inputs to gather and synthesize data on key Customer & Internal Stakeholder Engagement Questions
Design and facilitate User Experience Testing
Connects with Customers and Colleagues across D2L to review Community Experiences designed by vertical and role to identify opportunities and improve upon navigation and interaction workflows
Design and facilitate User Experience Testing
Utilizes key data points across user management systems to identify opportunities to support customers connecting with their account team
Ability to adapt and positively contribute to changing business needs
Demonstrates initiative to identify gaps, communicate impact, and execute on process improvements
Create and maintain Community/Learning Center/ Tweet related documentation and content
Respond to and triage knowledge requests delivered to Community Inbox and Slack channels
Experience working as part of large-scale project teams, working with multiple stakeholders to drive completion of new and existing initiatives
Experience with Community platforms and social media communications for a large organization
2-3 years prior experience in Customer Service capacity
Strong organizational and tracking skills

Nice To Haves

Prior experience with course creation in Brightspace, HTML, CSS, Salesforce, Twitter are all assets

Responsibilities

Monitor, respond to, and triage customer questions through various types of social media
Identify key Community contributors (internally and externally) to develop Engagement Programs
Leading project tasks to completion and according to defined timelines
Use a variety of business tools to assess and propose data informed actions to support Community health and engagement
Evaluate and contribute to design of customer journey map informed Community experiences
Develop learning resources across a variety of Community managed spaces

Benefits

Wellness Subsidy
Equity Grants
Variable Incentive
Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
2 Paid Days off for SkillsWave-related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
Retirement planning
2 Paid Volunteer Days
Competitive Benefits Package
Home Internet Reimbursements
Employee Referral Program
Wellness Reimbursement
Employee Recognition
Social Events