{"id":3899571,"url":"https://alion.io/job/d2l-vp-customer-support-community-and-knowledge","title":"VP, Customer Support, Community, and Knowledge","company":{"id":3408,"name":"D2L","domain":"d2l.com","url":"https://alion.io/company/d2l","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":74,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":76,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Early Careers","role_family":"Early Careers","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kitchener, Canada","Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-11-06T22:13:30Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T15:53:23Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. \nNew models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.\nD2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.\nD2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.\nEvery application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.\nGeneral Description:\nThe VP of Customer Support, Community, and Knowledge will define and executea cohesivecompany strategy for Administration and End-user Supportand Community in addition to ensuring high quality and localized content creation of D2L product and services. Our ideal candidate will ensure D2Lconsistently delivers supportthat exceeds customers’expectations, lead a global team with high performanceand willcontribute to the company achievingrevenue and customer retention targets. This leader will work closely with other departmental leaders to enable positive outcomes, operational efficiency and foster a collaborative culture at all levels. \nHow Will I Make an Impact?:\nPerformance and People \nYou will attract, recruit, train and retain top talent; supporting team members growth and development. \nYou lead by example, showing others what great looks like to up-level your next level of leaders, and so on throughout the org. Nothing is beneath this role. \nYou are responsible for multiple teams of Admin Support, End User Support, Community, Knowledge and Localization. Ensuring cross-functional collaboration across teams is critical to generating great client outcomes. \nYou will be responsible for capacity planning, ensuring staffing requirements are met, and making hiring decisions in partnership with leadership team. \nResponsibility for allocating budgets across teams to achieve operational target margins. \nYou will act as a coach and mentor to your Leaders helping them to grow their skills and increase performance over time. \nYou will provide career path opportunities, give regular feedback, and create a collaborative and open environment. \nYou’re mindful of driving operational excellence through efficiency, speed to resolution, and acting with urgency while consistently maintaining high customer satisfaction levels. \nAct with urgency when high priority customer escalations arise from time to time, and lead from the front in these moments. \nYou will be responsible for performance management in accordance with company policies and procedures. \nYou will build relationships and look for opportunities to collaborate and knowledge share with Services, Product Development, Engineering, Sales, Marketing and other Customer Engagement teams \nYou will help grow and develop new leaders within Global Support, Community and Knowledge and the broader Customer Engagement division. \nPrevious experience managing a global support organization is required. \nPeople Leadership and Performance \nYou are passionate about people leadership and leading effective teams. \nYou will manage a team of D2Lers and champion a high performing culture. \nYou will connect your team’s day to day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members. \nYou will collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams. \nResponsible for supporting vision, planning and defining team objectives, and leading execution of objectives. \nWork with your peers and leaders to drive productivity, efficiency, and hold team accountable for high quality outcomes on a consistent basis. \nPlay key role with interviewing, hiring and onboarding new team members. Provide expertise and coaching/mentorship to the team members. \nProduce and actively participate in knowledge sharing as well as professional development initiatives. \nPresent updates to Executive audiences on a regular basis. \nSynthesize large amounts of operational data, metrics, KPIs and customer feedback to make operational decisions and support leaders to be more efficient. \nYou will bring a highly analytics mindset to D2L and be an authoritative subject matter expert on all areas of Customer Support. \nCustomer Management \nYou will act as a leadership sponsor (when asked) and escalation point for customers, representing Global Support with prospects and customer executives \nYou will the achievement of a 85%+ average CSAT score across all channels, with the goal of increasing this baseline over time. \nYou will define a Community strategy ensuring case deflection results are achieved and that customers leverage high-quality Community assets on an increasing basis over time. \nYou will innovate within Global Support, Community and Knowledge in order to drive costs down, while providing a phenomenal customer experience \nYou have experience implementing Artificial Intelligence into key workflows and processes to increase the customer experience and efficiency of overall Support operations. \nYou have experience optimizing the life-cycle of a support case, and detecting inefficiencies across systems, handoffs and processes to consistently drive down backlog and case aging. \nYou will model and demonstrate an ability to turn complex and frustrating customer situations into positive outcomes with high satisfaction. \nDepartmental and Revenue \nYou will maintain and establish positive relationships with third party support providers ensuring they deliver the same high-quality case management experience (CSAT) within budget (margin achieved) \nYou are focused on delivering business results and have managed a global Support organization. \nYou will have departmental budget ownership, collecting and summarizing departmental metrics, operational activities, and other information and communicating these to the rest of the organization. \nYou will guide your team to effective and efficiently resolve cases, while increasing quality and performance while decreasing the cost of support. \nYou will be responsible for successful SLA/SLO adherence across all customers. \nYou will ensure target margins are achieved on a regular basis. \nYou will be responsible for managing, planning, and reporting on business metrics for the department, including financial, customer satisfaction, and initiative success. \nPrevious experience with budget ownership is required. \nSolutions & Offerings \nYou will drive innovation and continual process improvement within the department to ensure Global Support, Community and Knowledge delivers industry leading services. \nYou will proactively look for opportunities to grow the business and provide value to existing customers and prospects through new and improved capabilities and practices across the team. \nYou will work with your teams to create new solution offerings based on insights from the team, feedback from customers and industry trends. \nYou will interact with internal and external customer groups at all levels as well as with senior management and executives internally. \nYou will partner cross functionally to support GTM readiness for new offerings. \nYou will ensure that ongoing sales enablement is prioritized and delivered effectively. \nYou will partner with Product Management to find opportunities to improve the product to make Global Support, Community and Knowledge ever more efficient and to provide a phenomenal customer experience. \nWhat you’ll bring to the role: \nBachelor's degree in Business, IT, or related field; MBA preferred.\n10+ years of experience in customer support, with at least 5 years in a leadership role.\nProven track record of managing support teams in a SaaS environment.\nExperience implementing Artificial Intelligence to drive meaningful business outcomes. \nStrong understanding of customer support metrics and data analytics.\nExcellent communication and interpersonal skills.\nStrategic thinker with strong problem-solving abilities.\nAbility to work effectively in a fast-paced, dynamic environment. \nEducation Recommendations: \nBachelor's degree required; MBA or related graduate degree preferred \nTechnical and business-related degrees considered ideal \nThe expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.\nBase Salary Range\n$145,000—$180,000 CAD\nDon’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!\nWhy we're awesome:\n\nAt D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:\nImpactful work transforming the way the world learns\nFlexible work arrangements\nLearning and Growth opportunities\nTuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program\n2 Paid Days off for SkillsWave-related activities like exams or final assignments\nEmployee wellbeing (Access to mental health services, EFAP program, financial planning and more)\nRetirement planning\n2 Paid Volunteer Days\nCompetitive Benefits Package\nHome Internet Reimbursements\nEmployee Referral Program\nWellness Reimbursement\nEmployee Recognition\nSocial Events\nDog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.","description_format":"text","description_chars":10876,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Growth opportunities","Internet reimbursement","Pet friendly","Professional development","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms"],"lifecycle":[{"event":"open","at":"2026-11-07T00:17:34Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Approved LMIA in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":76,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/d2l-vp-customer-support-community-and-knowledge","json_url":"https://alion.io/job/d2l-vp-customer-support-community-and-knowledge.json","meta":{"generated_at":"2026-11-09T20:59:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8847,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3408},"rest":"https://alion.io/mcp/rest/get_company?id=3408"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fd2l-vp-customer-support-community-and-knowledge"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fd2l-vp-customer-support-community-and-knowledge"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fd2l-vp-customer-support-community-and-knowledge"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/d2l-vp-customer-support-community-and-knowledge\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fd2l-vp-customer-support-community-and-knowledge"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3899571}},{"tool":"search_jobs","arguments":{"company":"d2l.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3899571},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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