Community Specialist

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.

JOB SUMMARY:

The Community Specialist is a person who loves variety in their day from: moderating Community discussions and triaging social media questions and inquiries to helping us track and grow customer engagement. This role offers opportunities to create, design, and deliver customer-facing materials that are delivered through the Brightspace Community to D2L's global client base.

Our next Community Specialist takes tremendous pride in their work, loves working collaboratively across multiple teams, and fosters respectful, open, professional communication. A successful Community Specialist must have strong writing, inter-personal, project management, and process implementation skills.

HOW WILL I MAKE AN IMPACT?

Major 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

WHAT YOU'LL BRING TO THE ROLE:

Competencies:

• Corporate Communications (Internal and External)
• Community Engagement
• Project Management
• Data Analysis
• User Experience Design
• Working Collaboratively
• Knowledge Management

Skills

• Corporate Communications: Ability to engage with internal and external stakeholders through verbal and written (professional and social), Video/Graphic communication Delivering Online and In Person Presentations
• Community Engagement: 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
• Project Management Effectively manages and communicates time via tracked project phases Designing Project phases to support Community OKRs Executing on the delivery of Community Projects
• Data Analysis Use a variety of inputs to gather and synthesize data on key Customer & Internal Stakeholder Engagement Questions Design and facilitate User Experience Testing
• User Experience Design 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
• Working Collaboratively 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
• Knowledge Management: 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 recommendations:

• 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
• Prior experience with course creation in Brightspace, HTML, CSS, Salesforce, Twitter are all assets
• 2-3 years prior experience in Customer Service capacity
• Strong organizational and tracking skills

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range$54,000—$67,000 CAD

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:

• 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
• Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.

D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at careers@d2l.com and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug-free workplace.