Director, Customer Learning – Customer Operations (US)

Director, Customer Learning – Customer Operations (US)

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact.

Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn't just survive, it thrives.

We are seeking a seasoned leader in education services to modernize and scale our customer learning programs. As Director, Customer Learning – Customer Operations, you will be responsible for driving the strategy, execution, and cross-functional alignment of our customer education initiatives to ensure customers and employees derive maximum value from our platform through engaging, modern, and measurable learning experiences. You will provide leadership for learning program managers, LMS administrators, and certification team members, while designing, building, and maintaining sustainable and repeatable e-learning modules and courseware for both customers and internal staff.

This team is responsible for designing and delivering scalable learning experiences that empower customers to adopt and maximize the value of PointClickCare solutions. They create and manage training programs, certifications, and enablement resources tailored to various user roles (internal staff, partners and customers) and maturity levels. By driving product proficiency and engagement, the team plays a critical role in accelerating customer success and reducing support dependency.

Key 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.

Qualifications & Skills:

• 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.).

Bonus Skills:

• Bachelor's degree in Education, Instructional Design, Adult Learning, Business, or similar. Advanced degree a plus.
• Senior care – LTPAC, Ambulatory, Acute and payer experience
• A natural ability to thrive in a fast-paced environment with continuous change.

$170,000 - $189,000 a year

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.