Manager, Learning Experience and Support

RiseMe; Montreal (administrative region); Hybrid; CAD 85,000 - 125,000; Full time

Benefits offered by this job

Remote and hybrid work

Birthday off

Volunteer time off

Global learning opportunities

Job summary

IATA is seeking a Learning Experience Leader to drive learner journeys and platform design across our training ecosystem. You will collaborate with product, technical, and data teams to ensure scalable, accessible experiences for a global audience.

You will lead governance of course structures, user flows, badges, and learner communications, while shaping standards for content and navigation across platforms.

Qualifications

• Experience designing learner journeys across LMS and connected platforms.
• Ability to translate business needs into system configurations.
• Strong stakeholder engagement and cross-functional collaboration.

Responsibilities

• Lead end-to-end design and governance of learner journeys across platforms.
• Oversee LMS configuration including catalogs, tracks, badges, and communications.
• Bridge business stakeholders, product teams, and technical functions.
• Provide leadership for issue resolution and user-support excellence.
• Set content and experience standards for consistency and accessibility.
• Create and maintain documentation for learning journeys and configurations.
• Identify opportunities for feature improvements and innovation.
• Collaborate on roadmap with Technical Systems Management and Data Governance.
• Coach and develop team members to high performance.

Skills

Learning Experience Design

Stakeholder Engagement

Cross-functional Collaboration

Project Management

Team Leadership

Education

Bachelor’s degree in Educational Technology/IS or related field

Tools

LMS platforms

Instructional design tools

Job description

Employment Type:Permanent
Contract Duration:

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED -We do the right thing, INNOVATIVE -We make tomorrow better, INCLUSIVE -We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

About the team you are joining

At IATATraining, you will join a diverse, mission‑driven team that believes in the power of learning to connect people, strengthen communities, and elevate global aviation standards. We are a small but highly effective group responsible for the systems that power our learning experience, platforms that enable skills development for thousands of professionals worldwide.

For more than 50 years, our training solutions have helped organizations operate safely, efficiently, and sustainably, while creating meaningful career opportunities for the people they employ. As part of this legacy, you will play a key role in advancing how learning is designed, delivered, and experienced across our ecosystem, ensuring that it remains engaging and aligned with evolving industry needs.

Reporting to the Head Commercial Excellence, you will lead the Learning Experience function, driving the design, configuration, and optimization of learner journeys across our platforms. You will work at the intersection of business needs, user expectations, and system capabilities, ensuring that learning solutions are intuitive, scalable, and aligned with modern digital standards. Your leadership will directly impact a high‑visibility environment where user experience is critical: each year, we serve over 100,000 students, deliver more than 1,000 classes, and support a global network of 350+ instructors and 400+ training partners.

In this context, delivering a seamless, learner‑centric experience across multiple touchpoints is essential to our success. You and your team will be at the forefront of shaping how users interact with our training ecosystem, translating business and customer needs into meaningful, effective, and engaging learning experiences.

What your day would be like

The incumbent is responsible for:

• Learning Experience Design & Governance: Lead the end‑to‑end design and governance of learner journeys across all training platforms. Translate business and customer needs into intuitive, engaging, and scalable learning experiences. Define standards for course structures, user flows, and platform configurations to ensure consistency, usability, and alignment with modern digital learning practices.
• Platform Configuration & Quality Assurance: Oversee the configuration of learning experiences within the LMS and connected systems, including course catalogs, experience tracks, badges, certifications, and learner communications. Ensure all changes are tested, validated, and meet defined quality, usability, and compliance standards before release.
• Stakeholder Engagement & Requirements Management: Act as the primary bridge between business stakeholders, product teams, and technical functions. Gather, refine, and prioritize requirements related to learner experience, ensuring they are clearly translated into actionable specifications for system configuration and development.
• Operational Excellence & Support Oversight: Provide leadership for the resolution of learner experience–related issues, ensuring efficient triage and high‑quality support. Collaborate with technical and data teams to resolve system-related challenges while maintaining a seamless experience for end users.
• Content & Experience Standards: Establish and maintain standards for how learning content is structured and presented across platforms. Ensure consistency in navigation, accessibility, and learner engagement, while supporting the evolution toward more flexible, skills‑based, and digital learning formats.
• Knowledge Management & Documentation: Drive the creation and continuous improvement of documentation related to learning journeys, configurations, and user guidelines. Ensure that knowledge is accessible, up to date, and supports both internal teams and end users.
• Innovation & Continuous Improvement: Identify opportunities to enhance the learner experience through new features, improved workflows, and better use of platform capabilities. Champion innovation in learning design, personalization, and user engagement.
• Cross‑Functional Collaboration & Roadmap Contribution: Work closely with Technical Systems Management, Data Governance, and product teams to ensure the evolution of platforms aligns with user needs and business strategy. Contribute to the system enhancement roadmap by advocating for improvements that elevate the overall learning experience.
• Team Leadership & Capability Development: Provide direction, coaching, and performance management for team members. Foster a culture of accountability, continuous learning, and operational excellence. Ensure the team is equipped with the skills, tools, and processes needed to support a modern, data‑driven learning ecosystem.

We would love to hear from you if

• You have strong understanding of modern learning principles, including learner journey design, user experience (UX), skills‑based learning, and digital content structuring within LMS and integrated platforms.
• Proven ability to translate business requirements into effective system configurations, with solid knowledge of LMS capabilities, integrations, and how learning platforms interact within a broader technology ecosystem.
• Excellent ability to engage with cross‑functional stakeholders, gather and prioritize requirements, and align learning experience initiatives with business objectives, customer expectations, and product strategy.
• University degree in educational technology, information systems, or a related field or relevant experience in learning and development roles.
• 8+ years of progressive experience working with technology platforms and enterprise systems, including roles such as LMS Manager, Instructional Designer, Learning Product Manager, Learning Solution Manager, or similar.
• Demonstrated ability to work effectively in an international and multicultural environment.
• Problem solving skills, ability to find work around solutions and ability to prioritize based on the cost/benefit analysis and defend tough decisions based on the 80/20 rule.
• Proven organizational skills with the ability to handle multiple projects simultaneously while maintaining high attention to detail;
• Excellent English skills (verbal & written), knowledge of other languages is an asset.
• Knowledge and experience of learning technologies and instructional design tools.
• Ability to work independently, manage timelines, and drive results without close supervision.

Travel Required: N