Scott Dennis

Global support, operations, and learning-technology leader with 25+ years spanning higher education, EdTech, and SaaS. Leads a 250-person global frontline organization supporting Canvas LMS at 275M annual-user scale and approximately 770,000 support tickets annually.

Experience building 24/7 operations across North America, EMEA, and APAC, transforming BPO and in-house operating models, and deploying AI-enabled support capabilities. Earlier career includes campus and statewide eLearning leadership across Washington's community and technical college system.

Director, Global Frontline Technical Support - INSTRUCTURE, INC.

(2021-01)

Promoted into global support leadership with a major increase in organizational scope, moving from leadership of an 11-person team to approximately 220 people; the organization has since grown to 250 frontline professionals within a 400-person Support function, with 5 direct and approximately 250 indirect reports.

• Lead global frontline operations supporting Canvas LMS at approximately 275 million annual-user scale and handling approximately 770,000 support tickets annually across service models ranging from administrator-only coverage to 24/7 support for all users.
• Achieved 99.02% SLA attainment and 92.35% First Contact Resolution in Q4 2025 while handling 159,331 incoming contacts; Q4 customer satisfaction reached 89%, with Teacher CSAT reaching 93.9% earlier in 2025.
• Lead adoption and operationalization of in-house agentic support-assist tools using Claude and Gemini, integrating generative AI into frontline workflows and agent coaching to increase organizational scalability and effectiveness.
• Expanded and operate global support capabilities across the United States, United Kingdom, Spain, Hungary, and the Philippines, supporting a follow-the-sun model across North America, EMEA, and APAC.
• Led the transition of seasonal support capacity from South Africa to Manila, reducing operating costs by approximately 50% while substantially improving customer satisfaction.
• Established and scaled strategic BPO partnerships, including a Philippines workforce of approximately 95 support professionals, while leading workforce strategy, vendor management, operational consistency, and continuous improvement across regions.

Philippines Site Leader - Concurrent Expatriate Assignment - INSTRUCTURE, INC. - Manila

(2025-01 - 2025-09)

While continuing to lead the global frontline support organization, relocated to Manila to establish Instructure's local Philippines entity, build the operating foundation, and lead the transition of approximately 95 BPO employees to direct Instructure employment while preserving operational continuity.

• Previously established and scaled the Philippines BPO partnership; subsequently led APAC capacity expansion and integration of the Manila organization into Instructure's global operating model and culture.

Senior Director, Community & Documentation - INSTRUCTURE, INC.

(2018-01 - 2021-12)

Led Community, customer-facing documentation, and related change-management capabilities supporting a global SaaS customer base; built organizational structures and programs designed to improve self-service, adoption, and customer experience.

Training Manager - INSTRUCTURE, INC.

(2012-01 - 2018-12)

Joined Instructure during its startup-stage growth and led training initiatives, bringing prior higher-education eLearning, LMS administration, instructional design, and faculty-development experience into a rapidly scaling EdTech SaaS environment.

eLearning Professional Development Manager - WASHINGTON STATE BOARD FOR COMMUNITY & TECHNICAL COLLEGES

(2009-11 - 2012-09)

• Led statewide eLearning professional-development and training initiatives serving Washington's 34 community and technical colleges and trained more than 1,000 faculty members annually through online and face-to-face programs.
• Coordinated with campus leaders, vendors, development teams, councils, and commissions; managed vendor acquisition, RFPs, and development projects involving learning management systems, lecture capture, web conferencing, and related technologies.
• Collaborated with the Gates Foundation and Washington State partners to develop a fully open-learning-based associate degree curriculum, expanding access to openly licensed course materials and scalable instructional resources.

eLearning Manager - LOWER COLUMBIA COLLEGE

(2000-03 - 2009-11)

Led campus eLearning and instructional-technology operations supporting students and faculty across classroom, hybrid, and online learning.

• Administered the ANGEL LMS; supervised technical support, orientations, and training; served as instructional designer and consultant for online programs and course-development initiatives; and led faculty professional development and accreditation-related eLearning initiatives.
• Represented the college on the statewide eLearning Council and as the Southwest Washington regional representative.

Information Systems Technician, Crime Analyst, Commissioned Police Officer - CITY OF LONGVIEW, WASHINGTON

(1997-01 - 2000-12)

Linguist/Interpreter, Aircrew, Network Administrator - UNITED STATES NAVY - NAVAL SECURITY GROUP ACTIVITY, MISAWA, JAPAN - Misawa, Japan

(1992-01 - 1997-12)

Veteran, Honorably Discharged | Held the nation's highest security clearance

M.S.

• Organizational Leadership - Southern New Hampshire University (2022-01)

M.P.A.

• Public Affairs - Washington State University, Vancouver (2008-01)

B.A./B.S.

• Business / Management Information Systems - Washington State University, Vancouver (2003-01)

Graduate Certificate - Instructional Design - Washington State University (2005-01)