LMS Specialist

Purpose: The Learning Management System (LMS) Specialist provides operational support technical expertise for the organization’s Learning Management Systems, ensuring reliable training delivery, accurate reporting, and a positive learner experience. This role identifies and resolves system issues, maintains data integrity, and drives continuous improvement of learning operations to support business priorities.  

Essential Functions: 

• Owns the end-to-end LMS content lifecycle, including uploading, testing, publishing, and maintaining eLearning modules, videos, job aids, and instructor-led training materials, ensuring content is functional, accessible, and optimized across user types and devices 

• Organizes, structures, and maintains learning paths, curricula, and course structures, balancing accuracy, usability, and evolving training requirements; proactively identifies outdated, duplicated, or misaligned content and recommends improvements 

• Maintains accurate user data (new hires, transfers, terminations, role changes, organizational updates) by partnering with HRIS and People & Culture teams to investigate discrepancies, determine root causes, and resolve data issues related to job codes, locations, reporting structures, and employment status 

• Evaluates and maintains data integrity standards through consistent naming conventions, tagging, and data hygiene practices, improving searchability, reporting accuracy, and long-term system reliability 

• Serves as a trusted first point of contact for LMS-related inquiries, independently assessing issues, determining appropriate solutions, and delivering clear, user-friendly support to field managers and People & Culture partners 

• Troubleshoots complex LMS issues including login challenges, course accessibility, browser/device compatibility, and completion errors; resolves issues independently or escalate appropriately to the LMS vendor, IT, or HRIS 

• Generates, analyzes, and distributes training reports related to completions, overdue training, compliance requirements, and operational needs; identifies risks, gaps, or inconsistencies and supports leaders with actionable insights 

• Partners cross-functionally with global Learning and HRIS teams, as well as IT, Instructional Designers, and Field Learning leadership to ensure learning assignments, publishing standards, and system configurations align with LMS standards and real-world operational workflows 

• Supports system updates, enhancements, and testing by identifying potential impacts, validating functionality, and ensuring continuity of training delivery; exercises sound judgment during audits and training validations to ensure records are accurate, complete, and defensible 

Reporting Relationship: The LMS Specialist reports to the Senior Manager of Learning Development & Optimization 

Minimum Qualifications, Knowledge, Skills, and Work Environment:  

• Education and Experience: The combination of education and professional experience must exceed 5 years: 

• In a technical role: Requires 5 years of experience engaged in delivering LMS programs 

• A bachelor’s degree in a program related to the functional area can count for 3 of the 5-year requirement 

• In the industry: 3-5 years of Hospitality, F&B and/or Retail experience  

• Specialized Training: 

• Training that leads to knowledge of eLearning formats such as SCORM, MP4, and HTML5 

• Specialized Skillset/Competencies/Traits: 

• Demonstrated experience working with an LMS (e.g., Axonify, Workday Learning, Cornerstone, Docebo, SuccessFactors, or similar) 

• Familiarity with HRIS data fields and how HR system information flows into an LMS 

• Strong independent judgment, problem-solving, and critical thinking to identify issues, resolve data and system challenges, and continuously improve learning operations in support of business priorities 

• Experience supporting data integrity, system testing, quality control, or process improvement initiatives preferred 

• Exceptional customer service and communication skills 

• Strong attention to detail; familiar working with digital systems and data entry 

• Ability to follow structured processes, maintain consistency, and meet deadlines 

• Proficient in Microsoft Office; tech-savvy with the ability to learn new systems quickly and teach others 

• Business acumen  with the ability to understand the long-term implications of Learning & Development planning and to advance the organization’s goals 

• Demonstrated ability to understand the needs of the business, stakeholders, the employee population and individual circumstances 

• Demonstrated history of creating and maintaining positive work environments  

• Location: This role is based at the North America Support Center in Bethesda, MD