Learning System Administrator

Locations:Atlanta, GA, Austin, TX, Denver, CO, Toronto, ON, Washington, DC
About the position
At Cloudflare, we are committed to excellence and innovation, not just as it relates to the products we sell, but also for the onboarding services we provide our customers. This role is responsible for Cloudflare's Customer Education delivery including digital and instructor-led education offerings. The Customer Education organization is focused on accelerating customer adoption of Cloudflare's products by creating thoughtful, scalable, easy-to-use learning and certification experiences to help customers develop the skills, knowledge, and abilities necessary to get the most out of Cloudflare's solutions.
The Learning System Administrator will be responsible for day-to-day administration of the Learning Management System (LMS), including maintenance, support, and training. The person will coordinate with the Customer Education Team to create new programs, offerings, courses, and to drive improvements and innovations related to the delivery of the educational offerings. The candidate will enhance and improve the customer learning experience by regularly reviewing feedback and will investigate ways to improve efficiencies through integrations, plug-ins, and other system add-ons. This role requires hands-on implementation, integration, and administration. As a member of the Customer Education team, you will work across multiple teams including Product, Sales, Marketing, Customer Success, Enablement, and IT.
What you'll do

• Manage the day-to-day operations and maintenance of the Learning Management System (LMS) by collaborating with a team of education content development professionals including maintaining the LMS content quality, version control, and archival information.
• Provide end-user troubleshooting, issue remediation, technology request assistance, and escalation management. Monitor reoccurring issues, system/data or process gaps and proactively identify potential sources of increased efficiency and enhancements.
• Develop, build, and maintain all elements related to LMS functionality, including but not limited to content integrations and creation, curriculum programs, LMS structure, and reporting.
• Develop standardized LMS operational processes and procedures, guidelines and documentation and ensure the LMS governance model is being followed. These processes include customer setup, registration, and reporting.
• Build and maintain all Cloudflare LMS integrations, components, plug-ins and connected products (working with IT).
• Ensure that education content is running properly at all times within the various learning platforms - without interruption, quality degradation, and without experiencing any avoidable technical issues that could diminish the overall user experience.
• Supervise, interact with, and serve as the liaison between 3rd Party vendors.
• Lead technical research and development to enable continuing innovation within the LMS infrastructure.
• Collaborate with the team to research and recommend training delivery technologies and evaluate existing e-learning solutions for future development opportunities.
• Develop and project manage highly complex training projects relating to LMS improvement, course delivery, and content creation.
• Provide LMS training and support to internal and external staff, students, and users.

Examples of required skills, knowledge, and experience

• Bachelor's degree in learning technology, computer science, or a related field.
• 5+ years of customer-facing experience in a technology and education delivery environment.
• Understanding of e-learning standards including SCORM, AICC, and xAPI.
• Significant experience managing the entire education delivery workflow from customer onboarding, delivery of services, registrations, and reporting.
• Excellent communication skills including written, verbal, and interpersonal with all organizational levels. Experience with global customer-facing support.
• Highly tech savvy with the ability to work effectively with a variety of learning management systems. Must have 3+ years of experience working with learning management systems to deliver educational content outside the organization.
• A hands-on doer who loves wearing multiple hats, jumping in, and taking initiative to identify and build solutions.
• Excellent stakeholder management skills with the ability to collaborate with cross-functional teams.
• Collaborate effectively with multiple Cloudflare teams including Product, Sales, Customer Success, Marketing, and Support to ensure development of the highest quality tests for a global customer base.
• Experience in selecting, implementing, and managing learning management systems software.
• Strong analytical and problem-solving skills with a data-driven approach to decision making.

Compensation
Compensation may be adjusted depending on work location.

• For Colorado, Georgia, and Texas based: Estimated annual salary of $113,000.00 to $139,000.00
• For New York City, Washington, DC Metro and California based (excluding Bay Area): Estimated annual salary of $120,000.00 to $146,000.00

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave