Full-Time Manager, Product & Customer Learning

Manager, Product & Customer Learning (1 year Term)

Lead and deliver innovative learning solutions aligning with company strategy and operational needs.

Manage a high-performing team to develop and implement training programs for clients, suppliers, and internal stakeholders, driving customer retention and product adoption.

Partner with key stakeholders, leverage cutting-edge instructional design methodologies & tools, ensure program quality, and evaluate learning outcomes to meet evolving business requirements.

Team Leadership & Operations

• Oversee team operations (recruiting, coaching, retaining, performance management, professional development).
• Ensure sufficient resourcing for customer and supplier training needs.
• Foster continuous improvement and learning within the team.
• Stay informed about industry trends in AI tools related to content creation and learner experience.
• Provide thought leadership to enhance learning strategies.
• Create, maintain and update team processes (internal and stakeholder).

Program Development & Delivery

• Design and implement learning solutions using best practices in instructional design and adult learning.
• Create engaging learning content supporting products & services to drive product adoption across modalities (eLearning, instructor-led training, in-app guides, video).
• Partner with Product teams to align training initiatives with product releases.
• Deliver training programs (occasional onsite and travel).
• Quality assure team content through review and feedback.

Strategic Collaboration

• Collaborate with senior leaders and subject matter experts to identify and address learning needs.
• Communicate updates on team strategy, processes, and project plans aligning with departmental and organizational goals.
• Develop a comprehensive learning strategy and translate it into actionable programs (certifications, assessments).
• Collaborate with HR to integrate career growth and progression strategies.

Measurement & Continuous Improvement

• Refine training programs using evidence-based feedback and enhance participant outcomes.
• Maintain content integrity aligning with changing business needs.
• Maintain and improve current training metrics.
• Track and evaluate program effectiveness through metrics and analysis.

Technology & Systems Management

• Manage product & customer training content in the external learning management system.
• Ensure a seamless user experience for internal team members, customers, suppliers, and partners.
• Stay updated on emerging learning and enablement technologies (especially AI tools) to drive program innovation.

Requirements

• Bachelor’s degree in Instructional Design, Adult Education, or related field (or equivalent experience).
• 8+ years of experience designing and implementing learning solutions.
• Proven experience leading teams and managing complex projects.
• Proven experience with large and/or net new product releases.
• Knowledge of adult learning theories, instructional design methodologies, and eLearning standards.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and organizational skills.
• Familiarity with learning management systems and in-product training tools.

Benefits

Competitive salary, bonus program, retirement options, flexible work options, volunteer days, corporate giving initiatives, professional development days and more.

Diversity and Inclusion

Assent is committed to diversity, equity, and inclusion.

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