Community Specialist

Summary

Join D2L's Talent Acquisition team as a Community Specialist and enjoy a varied role encompassing community moderation, social media management, and customer engagement. You will create and deliver customer-facing materials for D2L's global client base through the Brightspace Community. This position requires strong writing, interpersonal, project management, and process implementation skills. You will collaborate across multiple teams, fostering respectful communication. The role offers opportunities to contribute to the design of customer journey maps and develop learning resources. A competitive salary and benefits package are offered.

Requirements

• Corporate Communications (Internal and External)
• Community Engagement
• Project Management
• Data Analysis
• User Experience Design
• Working Collaboratively
• Knowledge Management
• Ability to engage with internal and external stakeholders through verbal and written (professional and social), Video/Graphic communication
• Delivering Online and In Person Presentations
• 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
• Effectively manages and communicates time via tracked project phases
• Designing Project phases to support Community OKRs
• Executing on the delivery of Community Projects
• Use a variety of inputs to gather and synthesize data on key Customer & Internal Stakeholder Engagement Questions
• Design and facilitate User Experience Testing
• 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
• 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
• Create and maintain Community/Learning Center/ Tweet related documentation and content
• Respond to and triage knowledge requests delivered to Community Inbox and Slack channels
• 2-3 years prior experience in Customer Service capacity

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

Preferred Qualifications

• 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

Benefits

• Wellness Subsidy
• Equity Grants
• Variable Incentive
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• 2 Paid Days off for Catch the Wave 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 at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne