SUMMARY

The Associate Director, Digital Learning serves as the product manager, technology innovator and cross-functional collaborator related to NACD’s external education On Demand asynchronous learning offerings. This is not an internal Learning & Development role, but rather a role with revenue goals related to external learning offerings. The Associate Director is the owner of the relationship with our external LMS vendor and the lead for product set-up, launches, administration, reporting and maintenance to serve our member learning needs. This role will also be leading an RFP and being part of the implementation team for a new LMS in 2027.

This role works cross-functionally with Digital, Technology, Solutions & Innovation (DTSI), Content Leads and/or external partners, Credentialing, Marketing, Member Engagement, and other stakeholders to ensure that all NACD on demand programs and certificates are implemented meeting the standards for customer service, delivery, as well as continuing education credit.

This role manages one instructional designer related to asynchronous course development.

This is a "hybrid" role.  The selected candidate will work in our corporate office in Arlington, VA (Tuesdays-Thursdays).

ESSENTIAL DUTIES AND RESPONSIBILITIES

LMS Innovation

• Maintains an awareness of industry standards as related to education delivery platforms specific to asynchronous learning for external professional development (not internal L&D, K-12, nor university usage).
• Develops and implements plans for new education technology to bring additional educational products to market to meet financial and customer satisfaction objectives including establishing business requirements, understanding client needs, procurement, identifying and implementing on operational requirements such as:

• co-branded partitions for OnDemand partnerships
• partnership opportunities with universities, partners, chapters and other licensing clients

• Identifies process improvements, writes SOPs, and implements measures to streamline efforts, improve productivity, and accuracy via new technology exploration or implementing novel methods using existing technology
• Executes RFI and RFP process for LMS vendors, makes recommendations for vendors, and contracts with vendors.
• Monitors utilization of contracted licenses with growth in On Demand volume and programs.
• In partnership with Digital, Technology, Solutions & Innovation (DTSI) oversees operational effectiveness and continuity, including:
• manages vendor relationships, routine trouble shooting and software updates
• identifies potential product additions and shares vendor integration roadmaps for incorporation into NACD systems
• provides oversight and technical direction
• plans and executes version control and software updates to education technology platforms
• expands available functionality to align with NACD education strategy

Collaboration & Communication

• Troubleshoots and resolves elevated registration, accreditation, and technology use issues.
• Identifies and implements long-term solutions to volume sales processes and course licensing administration.

• Provides regular leadership and coaching to direct reports, to ensure they achieve success in their assigned tasks, goals, and career path
• Works collaboratively with other departments and content leads to ensure clarity for all communication and online information and to ensure department processes work synergistically
• Develops, communicates, implements, and maintains standards, processes, roles, and responsibilities, service level agreements, system requirements, and other guidelines to team members.

Analysis and Process Improvement

• Creates key data reports, both regularly scheduled as well as requested, to allow for strategic decision-making
• Works with key stakeholders to determine, implement, and monitor program standards and business rules/exceptions.
• Encourages operational excellence and adherence to deadlines and agreed upon timelines
• Innovates to develop and implement processes and procedures to help enhance the experience for digital learning. Supports and cultivates policies and procedures with a member-first mentality

Operations

• Provides project management oversight including but not limited to, asynchronous course set up and launches, registration processes and builds, standardized email communications, website interfaces, course completion and education credit syncing & tracking
• Provides accuracy and timeliness in asynchronous registration processing and communication and provides final approval for messaging via our content management system (CMS).
• Oversees standard operating procedures (SOPs) as needed and reviews and updates cancellation, transfer, and refund policies. Ensures policies are included in workflows and procedures with Education department and other interdependent departments.

On Demand Program Administration

• Executes all administrative requirements for all LMS delivery platforms until programs grow to support additional staff.
• Administers third party certificate programs, including certificates offered in partnership with CMU. including new registration signups, troubleshooting, invoicing for non-standard payments and credit allocation. Updates Salesforce accordingly in a timely manner.
• Executes Continuing Professional Education (CPE) credit processes to ensure processing of CPE in a timely manner. Ensures successful distribution of CPEs to participants and makes necessary adjustments prior to distribution to participants.
• Implements, and maintains standards, processes, roles, and responsibilities, service level agreements, system requirements, and other guidelines.
• Processes registrations, cancelations, transfers, refunds and credits
• Responds to incoming emails, phone calls, and provides guidance while making sound decisions to resolve all customer service inquiries for OnDemand products.
• Enters discount codes and ensures complimentary registrations as needed
• Updates weekly dashboard of registration activity and revenue.
• Adheres to project timelines and all stages of system enhancements and/or upgrades as deemed necessary.

Other Duties

• Alerts VP, Education & Experience of issues, problems or concerns
• Supervises, mentors, trains and provides leadership oversight of Program Manager, Instructional Design encouraging growth, progression and advancement while facilitating open dialogue.

OTHER REQUIREMENTS

• Stands/walks for long periods of time at events
• Climbs, balances, stoops, kneels, crouches, or crawls as needed
• Lifts between 20 and 50 pounds on occasion

EDUCATION/QUALIFICATIONS

A bachelor’s degree and seven to ten years of experience in customer service, asynchronous learning, and Learning Management Systems (LMS) for external customers.  Must possess strong technical, project management, and problem-solving skills, and be a team player with a positive attitude and professional work ethic. Must have 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. Must possess and exhibit exemplary attention to detail, excellent communication and interpersonal skills, and ability to handle confidential information in a professional manner. 

Must demonstrate ability to work independently as a self-starter as well as work as part of a team and collaboratively across the organization, handling multiple activities and priorities while meeting deadlines and maintaining the utmost professionalism, organization, and extreme attention to detail.  Must exhibit exceptional communication and interpersonal skills with an ability to understand and follow oral and written instructions and to deal effectively with internal/external customers and vendors. Proficiency in Microsoft Word, PowerPoint, and Excel is required. Experience with and familiarity with Salesforce, LearnUpon, Welcome and Monday.com is preferred.