Lead global customer support, community, and knowledge strategy at D2L, using analytics and artificial intelligence to improve operational outcomes.

The Vice President will define and execute cohesive strategies across Administration, End-user Support, Community, Knowledge, and Localization. This leader manages global teams, supports retention and revenue targets, and collaborates across departments to improve efficiency and customer satisfaction. Previous global support management experience is required.

Key Responsibilities:

- Lead multiple global support, community, knowledge, and localization teams
- Set strategy, objectives, capacity plans, and staffing requirements
- Manage budgets, margins, metrics, and operational performance




- Lead escalations and represent support with customer executives
- Drive process improvement, case deflection, and customer satisfaction

Requirements:

- 10+ years of customer support experience
- At least five years in leadership roles
- Global support management experience in a SaaS setting
- Artificial intelligence implementation experience delivering business outcomes
- Bachelor's degree required; MBA or graduate degree preferred

Shape D2L's global support strategy through customer leadership, analytics, artificial intelligence, and operational excellence.

📌 Vice President Global Customer Support (Kitchener)
🏢 D2L
📍 Kitchener