Digital Learning Operations Specialist

Global Reporting Initiative

19h•Hybrid

About The Position

The Digital Learning Operations Specialist helps keep GRI’s digital services, systems and operational processes running smoothly. The role initially focuses on the digital learning infrastructure of the GRI Academy, supporting the day-to-day operation and continuity of its LMS, webshop connections, course information, enrollment processes and related data. The specialist investigates and coordinates system issue resolution, maintains operational information, and identifies opportunities to improve products and processes. Working with colleagues across GRI and external technology and service providers, the specialist helps ensure systems and processes are well managed and customers have a consistent experience. The role also supports reporting, customer enquiries and other Academy operations, with the potential to support other parts of GRI as needs evolve. It combines technology, data and customer interaction and offers exposure to digital learning operations, customer experience, systems coordination and business reporting. The position reports to the GRI Academy Program Manager. The role is full-time, 40 hours per week, and is offered as a one-year fixed-term contract. It can be performed in a hybrid arrangement from GRI’s Amsterdam office or remotely within approximately three hours of CET. The stated European base salary range is €37,239–€48,618, adjusted by experience and region. The start date is ASAP.

Requirements

Experience supporting a digital Learning Management System (LMS), including maintaining course information, managing enrollment processes and resolving system-related issues.
Experience coordinating digital platforms and their integrations, working with internal teams and external technology providers to resolve issues and implement changes.
Experience managing a high volume of customer enquiries, ideally using a ticketing or customer support system such as Zendesk.
Experience developing and supporting digital products or services, ideally including e-learning products.
Experience working across multiple business systems, such as LMS, CRM and CMS, and maintaining accurate, consistent information across them.
Experience using data to inform operational and business decisions and identify trends and improvements.
Experience responding to customer or stakeholder enquiries, investigating issues and coordinating their resolution.
Ability to develop reports and dashboards using Power BI or a comparable reporting tool.
Ability to use Microsoft Dynamics or another CRM platform.
Knowledge of e-learning products, online course platforms or digital education services.
Knowledge of webshop integrations and online payment platforms, such as Stripe.
Knowledge of Learning Management Systems and the operational requirements of digital learning platforms.
Understanding of how LMS, CRM, CMS and webshop systems interact, including enrollment processes, data flows and online payments.
Strong data management and analytical skills, including the ability to identify inconsistencies, investigate issues and draw meaningful conclusions from operational data.
Strong organizational and problem-solving skills, including the ability to prioritize requests, coordinate multiple stakeholders and follow issues through to resolution.
Ability to communicate clearly and accurately with customers and colleagues, verbally and in writing.
Ability to manage competing priorities.

Responsibilities

Coordinate day-to-day operation of the Academy’s digital learning infrastructure, including the LMS and its connections with the webshop and other relevant systems.
Maintain accurate course information, pricing, enrollment flows and operational data across relevant platforms.
Investigate system and process issues and coordinate resolution with internal colleagues and external technology providers.
Document key processes, system dependencies and operational procedures to support continuity and knowledge sharing.
Maintain operational data and produce recurring reports and dashboards to monitor performance, identify trends and highlight improvement opportunities.
Identify opportunities to simplify processes, reduce manual work and improve the reliability of Academy operations.
Contribute to Academy-related projects by coordinating actions, tracking progress and preparing stakeholder updates.
Manage and prioritize day-to-day activities within the agreed role scope, escalating significant issues, risks and dependencies to the Academy Programme Manager.
Coordinate with internal teams and external technology providers to ensure system changes and operational improvements are implemented accurately and effectively.
Act as a point of contact for Academy systems and operational questions, working with internal colleagues and external providers to resolve issues.
Maintain accurate records of customer interactions and share customer feedback and operational insights with relevant colleagues.
Support commercial activities by following up on relevant leads, recording interactions in the CRM and directing opportunities to appropriate colleagues.
Work with colleagues across GRI to coordinate activities, resolve operational issues and support a consistent customer experience.