Manager, Learning Operations and “student

**Description**:
CHA Learning, the professional development division of HealthCare_CAN_, is looking for a dynamic Manager, Learning Operations to lead our passionate and high-performing “Student Success Team” and oversee CHA Learning’s operations. You are curious, agile, _and _passionate, with a great sense of humour - all of which makes you a great fit with our team who likes to have fun while making a difference to the professional development of healthcare professionals who care for us all.

**The Manager, Learning Operations and Student Success** has a passion for continuous learning, and a strong aptitude for managing people and projects. They are a leader dedicated to supporting health professionals looking to grow or enhance their careers. The Manager liaises with CHA Learning’s Directors of Strategic Solutions and the Vice-President Learning & Development to ensure the successful alignment of the Division’s business priorities with its operations. Under the direction of the Vice-President Learning & Development, the incumbent will develop and execute a strategy that contributes to _student success_. In support of this, the incumbent leads our “Student Success Team” that includes CHA Learning’s Program Coordinators, Learning Assistant, and Student Information Systems Specialist who support the delivery of CHA Learning’s products and services and provide exceptional service to students, faculty, and partners. The Manager will also lead and support a variety of projects and initiatives in collaboration with our high-performing team. In sum, the Manager works very closely with all of CHA Learning, including its staff, faculty, students, partners and other organizations (including HealthCare_CAN_ member organizations) to ensure CHA Learning delivers the highest quality professional development and empowers health professionals with the knowledge, skills and relationships to impact health system improvement.

**_ About Us:_** _HealthCareCAN, a charitable not-for-profit organization, provides voice and representation for Canada’s healthcare organizations and research institutes - and, CHA Learning, as the professional development division, uniquely develops and delivers online education to Canada’s healthcare professionals. With an existing reach of over 1500 learners a year and growing, o_ur programs are widely recognized for_ _delivering exceptional value to the health care sector as we support the further development of Canada’s health workforce. _
- **Location**: Ottawa (preferred) Hybrid, with capacity to work mostly from home
- **Employment type**: Full-Time (permanent)

**Duties and Responsibilities**:
**People Management (30%)**
- Manages and maintains the Student Success Team which includes their training, objective-setting, coaching and performance management.
- Communicates, liaises, and works cooperatively with the Student Success Team to establish, improve, document, and administer operational processes that support “student success.”
- Oversees daily operations of learning programs and service delivery, including but not limited to allocating resources and setting priorities, in support of CHA Learning’s operational goals and targets.

**Student Experience & Operational Excellence (30%)**
- Leads the student success strategy which includes all phases of student engagement from potential student to alumni, graduation process, systems integration, and evaluation.
- Evaluates operational processes and provides oversight for their design so that they add value to the customer’s or other stakeholders’ experience and maximize the use of staff and technology resources.
- Leads the co-design and implementation of successful customer service strategies with the coordination team to deliver on the CHA Learning’s service standards (e.g., timeliness and accuracy of information).
- Is accountable for the effective use, improvement and integration of current and future learning systems and initiatives.
- Maintains and updates CHA Learning policies and procedures as necessary, ensuring they support both CHA Learning operations and the student experience.
- Monitors and makes recommendations on operational and customer service performance using relevant indicators, annual audits and stakeholder evaluations. Works with program coordinators and directors to use student, partner and faculty feedback to improve service and student success.
- Monitors overall student registrations to identify opportunities for improved communication (including website) or services to ensure quality of customer experience, conversion of prospective students to active students, and student success.
- Ensures the learning systems are maintained and configured for the delivery of CHA Learning products and services, in collaboration with the team and the Learning Systems Specialist.
- Provides leadership and guidance to program coordinators in handling challenging or extenuating situations when requ