Job Details

Chicago, IL Full Time 4 Year Degree $65000.00 - $75000.00 Salary/year Negligible Education

Description

POSITION SUMMARY

The Manager, Learning Operations, is responsible for the tactical execution and operational excellence of the PCMA Institute. This role ensures seamless delivery of all learning products and manages daily operations, instructor relationships, learner success, and sponsorship fulfillment activities.

Essential Duties And Accountabilities

Operations Management (40%)

Manage all course instructor relationships including recruitment, contracts, performance management, and course scheduling
Own complete LMS administration, user experience optimization, and technical troubleshooting
Execute sponsorship fulfillment activities and deliverable coordination
Coordinate webinar production from registration through post-event follow-up
Implement systematic processes for course updates, promotion, and instructor engagement
Establish independent decision-making frameworks with appropriate VP approval mechanisms

Learner Success & Customer Experience (25%)

Lead learner success initiatives, including support, satisfaction surveys, and retention programs
Manage customer support operations and issue resolution
Develop and maintain learner feedback loops and satisfaction metrics
Coordinate with Customer Service Associate to ensure seamless learner experience
Monitor and improve course completion rates and learner engagement

Process Optimization & Systems (20%)

Oversee department reporting, analytics, and KPI tracking
Implement operational process improvements to reduce inefficiencies
Manage quality control and compliance for all learning deliverables
Coordinate cross-functional collaboration with Business Development, CEMA, Spark, and Regional teams
Develop systematic instructor recruitment pipeline for new topic areas

Strategic Support & Collaboration (15%)

Support department strategic initiatives through operational execution
Provide operational insights for product development and strategy decisions
Manage event support for PCMA signature events as needed
Collaborate with Learning Design Manager on content delivery optimization
Ensure operational readiness for new product launches and consulting services
Perform other duties as requested by supervisor.
Represent PCMA in a professional manner in all areas of responsibilities, both with internal and external clients.

Qualifications

KNOWLEDGE, SIILLS, AND ABILITIES

Proficiency with LMS platforms (experience with multiple systems preferred)
Advanced knowledge of webinar platforms and virtual event technology
Strong analytical skills with experience in reporting and data analysis
Proficiency in CRM systems and customer support platforms
Advanced Microsoft Office Suite skills
Exceptional organizational and process management skills
Strong relationship management and communication abilities
Problem-solving mindset with attention to detail
Ability to work independently while maintaining appropriate escalation protocols
Experience managing multiple stakeholders and competing priorities
Customer service orientation with focus on learner satisfaction
Ability to travel 10-15% annually for PCMA signature events and instructor meetings

Minimum Qualifications

Bachelor's degree in Business Administration, Operations Management, Education, or related field
5+ years of operations management experience, preferably in learning/training organizations
3+ years of experience managing instructor or facilitator relationships
Experience with Learning Management Systems (LMS) administration and optimization
Project management certification (PMP, Agile, etc.) preferred

Preferred Qualifications

Association or membership organization experience
Experience with continuing education (CE) administration and compliance
Background in adult learning principles and training delivery

Physical Requirements And Environmental Conditions

Ability to perform work utilizing a computer for extended periods of time.
Ability to sit / stand for extended periods of time in performing the work.
Ability to walk for extended periods of time in performing the work.
Ability to pull or push objects of varying weights in performing the work.
Ability to grasp objects utilizing the fingers (fine motor manipulation).
Ability to travel by air or ground transportation as required in performing the work.
Ability to lift up to 15 pounds.

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Manager, Learning Operations