Director, Customer Learning – Customer Operations

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn't just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

**Travel to Office expectations**

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

We are seeking a seasoned leader in education services to modernize and scale our customer learning programs. As Director, Customer Learning – Customer Operations, you will be responsible for driving the strategy, execution, and cross-functional alignment of our customer education initiatives to ensure customers and employees derive maximum value from our platform through engaging, modern, and measurable learning experiences. You will provide leadership for learning program managers, LMS administrators, and certification team members, while designing, building, and maintaining sustainable and repeatable e-learning modules and courseware for both customers and internal staff.

This team is responsible for designing and delivering scalable learning experiences that empower customers to adopt and maximize the value of PointClickCare solutions. They create and manage training programs, certifications, and enablement resources tailored to various user roles (internal staff, partners and customers) and maturity levels. By driving product proficiency and engagement, the team plays a critical role in accelerating customer success and reducing support dependency.

Key Responsibilities:

• Define and execute the strategic roadmap for all customer education initiatives (onboarding, adoption, certification, renewal).
• Design, deliver, and continuously optimize mixed-mode learning content (e-learning, live virtual training, live on site training, video, simulations, microlearning).
• Lead the management of our learning delivery platforms (LMS / LXP), ensuring they are leveraged for personalization, scalability, and analytics.
• Lead, hire, and develop a high-performing team of instructional designers, learning management system specialists, implementation training staff and operations professionals.
• Define, track, and analyze key metrics to measure the impact of education services and drive continuous improvement.
• Manage budget, resources, and, where applicable, revenue and pricing for certification / paid training offerings.
• Stay on top of industry trends ‒ Adopt new learning technologies and modalities, leverage AI for personalized learning and analytics, ensure education is modern, accessible, and efficient.
• Build and maintain strategic relationships with external training partners to drive mutual growth, support implementation through staff augmentation, and ensure consistent, high-quality delivery of services across the ecosystem.

Qualifications and Skills

• 8-10 years of experience in designing and scaling education / training / customer enablement programs, preferably in a SaaS or tech-centric environment.
• Proven leadership / people management background.
• Deep understanding of adult learning theory, instructional design methodologies, and content production (video, interactive, etc.).
• Strong experience with LMS / LXP / learning technology platforms.
• Excellent metrics / analytic mindset: ability to define and measure education ROI.
• Ability to think strategically AND execute tactically.
• Experience with emerging learning technologies or innovation (AI, adaptive learning, etc.).

Bonus Skills:

• Bachelor's degree in Education, Instructional Design, Adult Learning, Business, or similar. Advanced degree a plus.
• Senior care – LTPAC, Ambulatory, Acute and payer experience
• A natural ability to thrive in a fast-paced environment with continuous change.

$160,000 - $178,000 a year At PointClickCare, base salary is one of the many components that make up our total rewards package. The CA base salary range for this position is $160,000 - $178,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all CA locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

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Corp F/L3

PointClickCare Benefits & Perks:

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs and Resources

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition … and more

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.

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