Teams at D2L

Serves as a trusted technical advisor to strategic customers, providing guidance on infrastructure, projects, integrations, support incidents, and product adoption. Leads customer meetings, escalations, enablement sessions, account growth initiatives, and cross-functional resolution efforts. Mentors team members, communicates technical issues to nontechnical stakeholders, improves internal processes, and supports customer success through proactive relationship management and after-hours availability.

Leads D2L’s Artificial Intelligence Transformation Office portfolio, driving enterprise AI adoption, process redesign, technology modernization, change management, and measurable operational outcomes. Develops AI literacy, governance, reusable design patterns, and enablement programs while identifying high-impact use cases across business functions. Partners with senior leaders, IT, Security, Legal, and Privacy to prioritize initiatives, manage risks, oversee adoption, and sustain improvements in efficiency, quality, decision speed, and organizational capacity.

Leads D2L’s global Customer Support, Community, Knowledge, and Localization organizations. Owns support strategy, staffing, budgets, performance, customer satisfaction, SLAs, margins, operational metrics, escalations, and continuous improvement. Partners cross-functionally with Product, Engineering, Sales, Marketing, and Services to improve customer outcomes, develop offerings, enable revenue growth, and implement AI-driven support workflows. Manages leaders, executive communications, third-party providers, and global support operations in a SaaS environment.