eAcademy Support Manager

Summary: The LMS eAcademy Support Manager serves as the lead for the Providers’ Council’s online learning platform, Providers’ eAcademy. This role combines advanced Learning Management System (LMS) administration expertise with supervisory, project management, and member support responsibilities. The Manager will oversee day-to-day LMS operations, lead support and training initiatives, supervise program workflows and support functions, and help drive the continued growth and innovation of the Council’s online learning and credentialing programs.

This position requires strong experience working within an LMS, preferably Relias or a comparable platform as well as the ability to lead organizational administrators, coordinate projects, analyze trends, and provide support and assistance.

Providers’ eAcademy currently supports more than 100 Providers’ Council Provider member organizations and approximately 50,000 learners through a library of over 1,200 online courses designed to strengthen workforce development and organizational performance across the human services sector.

The LMS eAcademy Support Manager works collaboratively with the Education & Membership team and serves as the primary liaison with LMS vendors, participating organizations, and internal stakeholders to ensure a high-quality user experience and ongoing program growth.

Key Responsibilities

Providers’ eAcademy

• Serve as the lead administrator and subject matter expert for Providers’ eAcademy, LMS;
• Oversee daily eAcademy, LMS operations, platform functionality, user management, reporting, troubleshooting, and support processes;
• Monitor and track communication with Salesforce case tickets, log member interactions, and generate reports within Salesforce;
• Supervise and coordinate eAcademy support workflows, onboarding activities, and training initiatives to ensure timely and high-quality service delivery to all eAcademy members;
• Provide support and best-practice guidance to participating eAcademy organizations on implementation, learning strategies, compliance training, and workforce development planning;
• Act as the primary liaison between the Providers’ Council and LMS vendors, including Relias, regarding system updates, escalations, integrations, and enhancements;
• Monitor eAcademy usage data, learner engagement, and participation trends to identify opportunities for growth and improved utilization;
• Develop and maintain eAcademy procedures, training materials, support documentation, and operational standards;
• Ensure ongoing accreditation compliance for eAcademy programs, including maintaining National Alliance of Direct Support Professionals (NADSP) accreditation requirements and exploring additional credentialing opportunities;
• Support and oversee the Human Services Credentialing Program and related online learning initiatives;
• Coordinate eAcademy-related projects, platform enhancements, and new program development initiatives.

Supervision & Program Management

• Provide supervision and direction to the eAcademy team;
• Lead internal planning efforts related to eAcademy operations, annual goals, member engagement, and program expansion;
• Develop timelines, priorities, and implementation plans for various eAcademy initiatives;
• Develop and monitor annual program budgets, projections, and renewal processes;
• Ensure consistent communication and follow-up with participating organizations regarding renewals, usage, support needs, and engagement opportunities;
• Support the team to lead eAcademy trainings, demonstrations, webinars, and roundtables;
• Build relationships with training professionals, HR leaders, and nonprofit executives throughout the human services sector;
• Develop and implement marketing and outreach strategies in partnership with the Director of Education & Membership to expand participation and increase program engagement;
• Maintain the eAcademy listserv and facilitate peer learning and collaboration opportunities among participating organizations;
• Research and identify opportunities to expand eAcademy services into new sectors and audiences;
• Other duties as assigned.

• Qualifications & Requirements
• Bachelor’s degree in education, instructional technology, organizational development, human services, or related field required; Master’s degree preferred;
• Minimum 3–5 years work experience, including proficiency with Learning Management Systems (LMS) -- preferably Relias or a comparable platform;
• Prior supervisory, team lead, or project management experience strongly preferred;
• Demonstrated experience providing LMS administration, user support, training, and implementation guidance;
• Experience with CRM systems such as Salesforce preferred;
• Strong presentation, facilitation, communication, and relationship-building skills;
• Excellent organizational skills with the ability to manage multiple projects and priorities simultaneously;
• Proficiency with Microsoft Office Suite, including Excel;
• Experience with Zoom;
• Experience in nonprofit organizations, education, training, workforce development, or human services strongly preferred;
• Valid Massachusetts driver’s license required.

Our office is conveniently located in Framingham and may require travel up to 20% of the time. This position is eligible for a hybrid work schedule with remote work, as determined by management.

Salary and Benefits

The salary range for this position is $70,000 to $80,000 annually. The Council offers a generous benefit package, including vacation, sick, and personal time; 13 paid holidays; retirement benefits; and health/dental benefits. The office location in Framingham, MA has parking and an on-site fitness center for employees at no cost.

Please send cover letter and resume to Ann Schuler, Director of Education & Membership. Questions may also be directed to Ann at ***email_hidden***.