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