Rollins Member Support & LMS Specialist

The Rollins Center for Language & Literacy at the Atlanta Speech School
The Rollins Center for Language & Literacy is a professional development center founded in 2004 at the Atlanta Speech School, with the singular purpose of breaking the cycle of illiteracy for children who have been denied access to educational opportunity. Rollins does this by extending the science-based instruction received by each child at the Atlanta Speech School to every child through facilitation and coaching in regional schools and, globally, through the free online Cox Campus.

Cox Campus (www.coxcampus.org) democratizes the sciences of healthy brain development, language and literacy – making accredited professional coursework, content and community free to all.  We are committed to literacy and justice for all.  We do this through an equity-based learning platform where together we build the expertise and agency needed so that every adult can play a role in helping each child find their voice and live boldly to reshape the world.

Member Support and LMS Specialist: The Member Support and LMS Specialist is responsible for the development, implementation, delivery, and maintenance of support resources used for instructional functions on Cox Campus – an equity-based online learning platform. This role provides end-user support during and after the implementation process for both external partners and internal team members, serving as the expert on the LMS’s end-user functionality. Additional responsibilities include improving the user experience on the LMS in collaboration with the Cox Campus Technical Operations team and development partners, including user navigation and the accessibility of digital content for platform end users. 

Essential Job Duties:

LMS & Helpdesk Management:

• Will serve as an expert of the Cox Campus platform’s functionality
• Responsible for responding promptly and professionally to member support tickets within Zendesk.
• Responsible for onboarding Rollins staff, end-users, and partnerships to Cox Campus support tools and resources.
• Provides implementation support to internal and external users of Cox Campus
• Provides insights into user pain points and provides customer support using Zendesk
• Track and monitor recurring issues to identify trends and provide solutions.

Member Experience

• Ensures optimal user experience is maintained by sharing input in accordance with user experience best practices (UI and user navigation experience)

• Collaborate with teams to ensure member support documents meet the accessibility and brand requirements.
• Collaborate with the internal team to streamline support processes and improve the member experience.

Research/Data:

• Participates in internal and external usability studies in collaboration with stakeholders, Internal Staff, and online members of LMS to improve the user experience
• Tracks user experiences and assists with identifying user pain points around interaction/navigation on Cox Campus
• Leverage data of user experiences into insights to recommend improvements
• Analyze member feedback and support interactions to recommend improvements in resources and processes.

• Bachelor's in a relevant field, or equivalent experience

• Degree or Experience in Education Technology (preferred)
• Experience with LMS platforms from both a back-end and UX perspective, including current knowledge of best practices in online learning
• Experience with helpdesk technology (Zendesk, Bento, Freshdesk, etc.)
• Knowledge and practical experience of user-centered design
• Strong written and verbal communication.
• Must possess strong organizational and prioritization skills
• Proficient in various technologies, design tools (Adobe Creative Suite), project management tools and other software applications

• Quick to learn new applications
• Must be able to complete projects and prioritize deliverables with minimal supervision
• Ability to work and communicate both independently and as part of a team
• Bilingual in English and Spanish is a plus

Physical Demands and Work Environment

The Rollins Center is a hybrid workplace, with both in-person and site-based work, as well as remote work. The Specialist will work at the Rollins Center at the Atlanta Speech School and will have the opportunity to work remotely from home when possible.  Some travel is expected to the Rollins Center at the Atlanta Speech School and to national conferences.

The physical demands described here are representative of those required of an employee to successfully perform the essential functions of this job.

• Light physical effort equal to frequent lifting or moving of lightweight materials
• Regularly required to sit or stand, bend, and reach. Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting

Compensation and Benefits:

This is a full-time position offering a generous benefits package, including personal and sick days, health/dental/life/vision, and long-term disability insurance. The Speech School subsidizes staff and family health insurance premiums. Other benefits include a Flexible Spending Account, a 403(b) Plan, reduced costs for some Atlanta Speech School services, complimentary meals during working hours, and accrued sick leave.

Salary: Salary is commensurate with experience.

To Apply: To ensure that your application is considered, please submit a cover letter or written submission and resume.