Operations Manager, Learning Technology Ecosystems Full Time

This position is eligible for a hybrid work arrangement, however, may be subject to change due to operational requirements.
Location: UBC Vancouver Campus
Job Profile: AAPS Salaried – Information Systems and Technology, Level C
Job Title: Operations Manager, Learning Technology Ecosystems
Department: Learning Services | UBC Sauder School of Business
Compensation Range: $6,747.50 – $9,701.42 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date: October 13, 2024
Note: Applications will be accepted until 11:59 PM on the Posting End Date.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

UBC Sauder School of Business is one of the world’s leading business faculties. The school consistently ranks among the top 100 in the world and is recognized internationally for excellence in research and learning, an outstanding faculty and unmatched global partnerships. A collaborative and respectful culture within which all members of our community can thrive is a key principle in our strategic plan, and one that underpins our educational mission.

We acknowledge that UBC Sauder at the Vancouver Campus is situated within the traditional, ancestral and unceded territory of the Musqueam. We acknowledge that UBC Sauder at the UBC Robson Square is situated on the traditional territory of the Musqueam, Squamish and Tsleil-Waututh.

UBC Sauder’s Learning Services team supports faculty in the pursuit of teaching excellence with services and resources to facilitate the design, development and delivery of effective and engaging learning experiences in face-to-face, blended and online environments.

The Operations Manager, Learning Technology Ecosystems is responsible for the overall operational support and delivery of the critical learning technology ecosystem (LTE) that supports UBC Sauder’s teaching and learning environment. The incumbent is also responsible for the effective communications, planning, and support for activities related to teaching excellence.

The Operations Manager is responsible for analyzing emerging trends in technology and learning ecosystem architecture, evaluating alternatives, completing feasibility studies, identifying customer-driven opportunities that can be incorporated into future strategic initiatives, and making strategic methodology and development recommendations. The Operations Manager provides leadership over the development and launch of digital projects and is a key point-of-contact for much of the school’s internal communications.

Organizational Status
Reports to the Director, Learning Technologies. Manages a team and works closely with other members of the Learning Services team. Collaborates with the Center for Teaching and Learning Technology and UBC Sauder IT, UBC Sauder program offices and teaching faculty.

Work Performed

– Manages and is responsible for the day-to-day support of the UBC Sauder learning ecosystem across all platforms and programs.
– Provides leadership and guidance to the team utilizing a diverse set of tools and requests from faculty and program offices and is responsible for the UBC Sauder learning service catalogue both in leading subordinates and contributing directly when required.
– Develops and monitors key performance indicators from various sources (ServiceNow, LTE Analytics, stakeholders) regularly and prepares both informal and formal reports as required.
– Designs HTML and CSS based templates for use within LMS course and program modules.
– Conducts testing of new or customized application modules within the learning ecosystem to ensure application meets specifications.
– Assesses comprehensive needs with UBC Sauder Senior Associate Deans, senior leadership, faculty and employees; formulates objectives that include an evaluation of performance metrics and provides recommendations on priorities.
– Develops plans by conducting research, analysis and evaluation of new educational technology initiatives that support departmental, program and/or school objectives. Determines proper methodologies to implement for Learning Services and UBC Sauder.
– Serves as a project manager when required to oversee planning, execution and overall success of assigned projects.
– Makes decisions and recommendations on the use of the appropriate technology services and products and the purchase of software in relation to LTE.
– Coordinates, manages, develops, and publishes quick reference guides/job aids for specific and selected educational technologies for the training and reference by support resources (Teaching Assistants, Division Assistants, Program Managers, A/V classroom support staff) for tier 1 assistance.
– Collaborates with the Center for Teaching and Learning Technology and UBC Sauder IT to provide educational technology and professional development opportunities support for UBC Sauder faculty and employees.
– Researches and participates in relevant, external technology-enabled teaching sessions to identify faculty training opportunities and resources.
– Plans, coordinates and conducts LTE training workshops for faculty, employees and teaching assistants.
– Participates in campus learning technology committees and communities, as required, on behalf of the UBC Sauder Learning Services.
– Provides just-in-time concierge support for clients; offers flexibility in contact modes and hours of availability for client support.
– Contributes to ensuring Learning Services has appropriate resources (staffing, software, hardware) to meet current and anticipated needs. Learns the demand cycles within each program over the academic year and monitors requests to ensure service targets are met. Along with the Director, contributes and prioritizes annual budget cycle requirements.
– Provides clarity on the current state of tools and services, to envision what a future state three years ahead might look like, and to outline a roadmap to move from current to future state.
– Performs other related duties as required.

Consequence of Error/Judgement
Makes decisions impacting teaching and learning. Develops resources, training plans, systems and organizational practices, all of which must meet the high standards of a global business school and respect core values of UBC Sauder School of Business. Errors in judgement impact faculty efficiencies and student satisfaction.

Supervision Received
Reports to the Director, Learning Technologies. Works under general program or departmental guidelines. Work is reviewed in terms of quality and effectiveness in meeting departmental and program goals.

Supervision Given
Manages and provides leadership to the Learning Services Operations team, including employees and students. Is responsible for hiring, discipline, evaluation, professional development and termination.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of three years of related experience, or the equivalent combination of education and experience.

– Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
– Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

– Experience working in technology-enabled learning and faculty/employee support environment.
– Knowledge of and comfort in a dynamic work environment with technology and technological teams, as well as a diverse set of stakeholders.
– Outstanding communication skills are required.
– ITIL certification and experience with resource ticketing and allocation systems are preferred.
– Demonstrated excellent customer service skills.
– Exceptionally high level of professional work standards.
– Ability to solve problems creatively in a challenging environment with limited supervision and direction.
– Ability to thrive in a team setting in a diverse, complex and fluid environment.