Director, Learning Technology and Operations

Job Description

Primary function of Position:

The Director, Learning Technology and Operations is a product-led leader responsible for Intuitive’s enterprise learning technology ecosystem, including SAP SuccessFactors Learning and Percipio. The Director sets the product strategy and roadmap and drives continuous improvement.

This role reports to the Sr. Director, People Tech & Digital Employee Experience. The Director leads and develops the product management and global Learning Management System (LMS) administration teams across the US, India, and Mexico, and builds a scalable support model as the function moves into People Technology. The role partners with IT and Quality Management to keep the platform reliable and compliant, and with Learning & Development, HR, Procurement, and Finance organizations to deliver modern, easy-to-use learning experiences.

The ideal candidate has deep learning platform expertise, experience running learning systems in a regulated environment, and a proven record of leading change. Financial and vendor management skills, and the ability to use AI and automation to improve service and efficiency, round out the profile.

Key Responsibilities

Global Operations & Service Delivery Oversight

• Provide leadership oversight for global LMS operations and service delivery across the US, India, and Mexico, working through the Tier 1 and Tier 2 Operations Managers.
• Use data, ticket trends, and user feedback to set SLA, quality, and satisfaction targets and to identify where service can be elevated.
• Review performance with the Operations Managers on a regular cadence and hold them accountable for results.
• Simplify operations by standardizing and automating processes, knowledge content, and reporting, and by removing duplicative work.
• Set priorities and guide capacity and investment decisions to balance sustaining support against transformation work as demand grows.
• Establish the controls and standards that keep LMS operations accurate, secure, private, and audit-ready, including how approved changes are implemented and how completion records and objective evidence are archived in the GxP system.
• Serve as the executive escalation point for critical incidents and for cross-functional and vendor issues.

Leadership & Team Development

• Lead the product management team and the global LMS administration team of managers, administrators, and contractors, aligning both to a single product vision and setting clear expectations, goals, and accountability for results.
• Develop the team through coaching on complex technology decisions, defined career paths, skills development, and succession planning, building a leadership bench and cross-region capability.
• Foster a customer-centric culture focused on learner experience, accountability, continuous improvement, and learning.
• Manage workload and priorities across the team and the employee/contractor mix.
• Promote agile ways of working and strong cross-functional partnerships across HR, Quality, Technology, and business teams.

Organizational Change & Transition

• Lead the planning and execution of the transition of the LMS administration organization, processes, and platform operations into People Technology, with defined milestones, risks, and success measures.
• Maintain service continuity, compliance, and audit readiness throughout the transition, with no degradation in SLAs or user experience.
• Align operating model, governance, tooling, and ways of working with People Technology and Digital Employee Experience standards, and identify opportunities to share services and capabilities across People Technology platforms.
• Lead change management and communication for the team, stakeholders, and users.

Partnership with IT and Quality Management

• Partner with IT on the technical roadmap, release schedule, upgrades and patches, integrations, and platform performance, providing clear requirements and acceptance.
• Participate in release testing and validation and support IT in creating and maintaining validation documentation.
• Establish joint operating rhythms with IT, including release planning, incident and escalation reviews, and shared project tracking, so that service issues and platform changes are resolved quickly.
• Partner with Quality Management so that approved training content, assignments, and removals are implemented accurately and on time.
• Support quality audits and corrective and preventive actions (CAPAs) by providing LMS reports and records when requested.
• Align LMS processes and work instructions with quality procedures and change control and establish clear decision rights and escalation paths with IT, Quality, and Learning & Development.

Financial Accountability

• Own the annual budget for the learning technology operations, vendor services, contractors, and program spend; forecast accurately and manage variances.
• Build business cases and ROI/TCO analyses for new capabilities, platform changes, and resourcing decisions, and present them to senior leadership.
• Drive efficiencies and cost avoidance through license and content rationalization, process standardization, and optimization of the regional and employee/contractor delivery mix.
• Track and report operating metrics such as cost per ticket, cost per learner, and license utilization to demonstrate value and guide investment decisions.

Vendor Management

• Act as the key liaison between internal customers, technical resources, and vendors, and jointly own with IT the relationships and contracts with SAP, Percipio, learning content providers, and managed service and contractor partners, including negotiation, renewals, and commercial terms in partnership with Procurement.
• Hold vendors accountable to SLAs, quality standards, and roadmap commitments through regular performance reviews, and escalate and resolve issues.
• Drive key product enhancements on behalf of Intuitive and represent Intuitive’s needs in vendor roadmaps and user communities.

Product Management & Strategy

• Own the product vision and roadmap for the learning technology ecosystem, and align it with IT’s technical roadmap, in sync with Intuitive’s business growth goals and people priorities.
• Translate business needs, voice-of-customer input, and enhancement requests into a prioritized, scalable roadmap with clear KPIs and measurable outcomes.
• Define release requirements, confirm acceptance of scope and lock scope with IT, and establish and execute the global launch plan, including training, collateral, and communications.
• Define and execute LMS controls, permissions, and best practices, and own monitoring of all learning domains.
• Establish an operating model for the large community of stakeholders and departments that request and maintain learning content, including intake, standards, and lifecycle management, in partnership with Learning & Development.

Governance, Quality & Compliance

• Govern policy and practice through cross-functional learning technology governance forums, including executive and advisory input.
• Ensure LMS operations meet audit readiness, certification governance, and GxP-compliant record-keeping requirements defined by Quality and Regulatory, working with IT on the validated state of the platform.
• Own release documentation, including work instructions and procedures, and oversee the functional health of integrations with systems such as Veeva, Workday, product lifecycle management, and ServiceNow.

Learning Experience & Skills-Based Enablement

• Lead the evolution of how employees discover, access, and engage with learning through improved search, personalization, guided workflows, and self-service.
• Define the functional requirements and data model needs to support skills-based talent development in partnership with Talent Management, Learning & Development, and HR systems teams.

AI & Automation

…