Manager, Learning Experience and Support

IATA Consulting; Montreal (administrative region); Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Remote and hybrid work options

Work from abroad policy

Birthday off

Job summary

IATA Consulting seeks a senior Learning Experience professional to design and govern learner journeys across our training platforms. You will translate business needs into intuitive, scalable learning experiences, ensuring consistency, accessibility, and engaging user journeys across multiple platforms.

Reporting to the head of Commercial Excellence, you will lead a team, drive platform improvements, and collaborate with product, data, and technical teams to deliver high-impact learning

Qualifications

• Strong understanding of modern learning principles and learner journey design.
• Ability to translate business needs into system configurations for LMS platforms.
• Excellent stakeholder engagement and requirement prioritization.
• Experience working in international/multicultural environments is a plus.

Responsibilities

• Lead end-to-end design and governance of learner journeys across platforms.
• Oversee LMS configuration, course catalogs, tracks, badges, and communications.
• Coordinate with stakeholders to translate requirements into actionable specs.
• Provide leadership for issue resolution and user support.
• Establish standards for content structure, navigation, and accessibility.
• Create and maintain documentation for learning journeys and configurations.
• Drive continuous improvement of learning experiences and platform capabilities.
• Collaborate with teams to align platform roadmaps with business goals.
• Mentor and develop team capabilities in learning design and delivery.

Skills

Learner journey design

UX / UI

Cross functional collaboration

English proficiency

Project management

Analytical thinking

Independent work

Education

University degree in Educational Technology / Information Systems

Tools

LMS platforms

Content authoring tools

Data governance tools

Job description

Employment Type:Permanent
Contract Duration:

Why you will love working here

• 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 globalaviation standards. We are a small but highly effective group responsible for the systems that power our learning experience, platforms that enable skillsdevelopment for thousands of professionals worldwide.

For more than50 years, our training solutions have helped organizations operate safely,efficiently, and sustainably, while creating meaningful career opportunitiesfor the people they employ. As part of this legacy, you will play a key role inadvancing how learning is designed, delivered, and experienced across ourecosystem, ensuring that it remains engaging and aligned with evolving industryneeds.

Reporting tothe Head Commercial Excellence, you will lead the LearningExperience function, driving the design, configuration, and optimization oflearner journeys across our platforms. You will work at the intersection ofbusiness needs, user expectations, and system capabilities, ensuring thatlearning solutions are intuitive, scalable, and aligned with modern digitalstandards. Your leadership will directly impact a high‑visibility environmentwhere 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 thiscontext, delivering a seamless, learner‑centric experience across multipletouchpoints is essential to our success. You and your team will be at theforefront of shaping how users interact with our training ecosystem,translating business and customer needs into meaningful, effective, andengaging learning experiences.

What your day would be like

The incumbentis 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 strongunderstanding of modern learning principles, including learner journeydesign, user experience (UX), skills‑based learning, and digital contentstructuring within LMS and integrated platforms.
• Proven ability totranslate business requirements into effective system configurations, withsolid knowledge of LMS capabilities, integrations, and how learningplatforms interact within a broader technology ecosystem.
• Excellent abilityto engage with cross‑functional stakeholders, gather and prioritizerequirements, and align learning experience initiatives with businessobjectives, customer expectations, and product strategy.
• University degreein educational technology, information systems, or a related field orrelevant experience in learning and development roles.
• 8+ years ofprogressive experience working with technology platforms and enterprisesystems, including roles such as LMS Manager, Instructional Designer,Learning Product Manager, Learning Solution Manager, or similar.
• Demonstratedability to work effectively in an international and multiculturalenvironment.
• Problem solvingskills, ability to find work around solutions and ability to prioritizebased on the cost/benefit analysis and defend tough decisions based on the80/20 rule.
• Provenorganizational skills with the ability to handle multiple projectssimultaneously while maintaining high attention to detail;
• Excellent Englishskills (verbal & written), knowledge of other languages is an asset.
• Knowledge andexperience of learning technologies and instructional design tools.
• Ability to workindependently, manage timelines, and drive results without closesupervision.

Travel Required: N

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!