Manager, Digital Learning Support

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

The Sauder IT & Analytics portfolio partners with faculty, staff, students, and other institutional stakeholders to deliver and sustain relevant, reliable, and innovative information technology solutions. Operating within a dynamic and fast-paced environment, we are committed to driving evidence-based decision-making in support of academic and operational excellence.

The Manager, Digital Learning Support 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 using digital technologies.

Additionally, the Manager, Digital Learning Support provides training, troubleshooting, and expertise on digital instructional strategies, digital tools, and assessments, while working with institutional partners to implement innovations and continuously improve the digital learning environment.

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 UBC Learning Technology Innovation Centre (LTIC)/Learning Technology Hub (LTHub), UBC IT, technical staff within the UBC Sauder IT & Analytics portfolio, UBC Sauder academic program offices and teaching faculty.

Work Performed

• Manages and is responsible for the day-to-day support and optimization of the UBC Sauder learning ecosystem across all platforms and programs.
• Provides leadership and guidance to the team utilizing a diverse set of educational technology 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.
• Makes decisions and recommendations on the use of the appropriate technology services and products and the purchase of software in relation to LTE.
• 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.
• Develops and monitors key performance indicators from various sources (ServiceNow, LTE Analytics, stakeholders) regularly and prepares both informal and formal reports as required.
• Provides advice on integrating technologies with diverse teaching approaches, including active learning, blended learning, and flipped classrooms.
• Conducts testing of new or customized application modules within the learning ecosystem to ensure application meets specifications.
• Provides, and coordinates, technical support for instructors who use educational technology tools in online exams and other assessments (e.g., midterms, finals) annually, ensuring seamless delivery and adherence to best practices.
• Consults with the school’s senior leadership and faculty to assess the needs and provides recommendations on priorities.
• Contributes to 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.
• 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 UBC LTIC/LTHub, UBC IT and UBC Sauder IT & Analytics to provide educational technology and training 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, support staff 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 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.
• Manages and leads a team and is responsible for performance management and evaluation, professional development, absence management, etc.
• 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’ Digital Learning Support 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 and collaboration skills are required.
• 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.