Hybrid Director, Customer Learning – Customer Operations

at PointClickCare

• Job title: Director, Customer Learning – Customer Operations
• Job type: Full Time
• Experience level: Lead
• Salary: CA$160,000 - CA$178,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Greater Toronto Area, Canada

About the role

• Director of Customer Learning managing customer education programs for a large health tech company. Leading initiatives to optimize user engagement and improve learning experiences.

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.

Requirements

• 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.).

Benefits

• 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!