Full-Time Manager, Product & Customer Learning

Manager, Product & Customer Learning (14 months Term)

The Manager, Product & Customer Learning leads and delivers innovative learning solutions aligning with company strategy and operational needs.

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

Partners with key stakeholders, leverages instructional design methodologies & tools, ensures program quality, and evaluates learning outcomes to meet evolving business needs.

Team Leadership & Operations

• Oversees daily operations, including recruiting, coaching, retaining skilled & engaged team members.
• Conducts performance management & professional development.
• Ensures sufficient resourcing for customer & supplier training needs.
• Fosters a culture of continuous improvement & learning.
• Stays informed on industry trends in AI tools related to content creation & learner experiences.
• Provides thought leadership to enhance learning strategies.
• Creates, maintains, & updates team processes, internally & with stakeholders.

Program Development & Delivery

• Designs & implements learning solutions using best practices in instructional design & adult learning.
• Creates & leads engaging learning content to support products/services and drive product adoption across modalities (eLearning, instructor-led training, in-app guides, video).
• Partners with product teams to align internal & external training initiatives with product releases.
• Delivers training programs, including occasional onsite training & travel.
• Quality assures team content by reviewing & providing feedback.

Strategic Collaboration

• Works with senior leaders & subject matter experts to identify & address learning needs for diverse global audiences.
• Collaborates with senior leaders to communicate updates on team strategy, processes, & project plans aligning with organizational goals.
• Develops a comprehensive learning strategy and translates it into actionable programs (certifications, assessments).
• Collaborates with HR to integrate career growth & progression strategies into team building & change management strategies into training initiatives.

Measurement & Continuous Improvement

• Uses evidence-based feedback to refine training programs & enhance participant outcomes.
• Sets & implements strategies to maintain content integrity & align with changing business needs.
• Maintains & continuously improves current training metrics.
• Tracks & evaluates learning program effectiveness through metrics & analysis.

Technology & Systems Management

• Manages product & customer training content in external LMS to ensure seamless user experience.
• Stays updated on emerging technologies (AI tools) in learning & enablement to drive innovation.

Qualifications

• Bachelor’s degree in Instructional Design, Adult Education, or related field (or equivalent experience).
• 8+ years experience designing & implementing learning solutions, focused on corporate B2B.
• Proven experience leading teams & managing complex projects in fast-paced environments.
• Proven experience with large and/or net new product releases.
• Knowledge of adult learning theories, instructional design methodologies, eLearning standards.
• Excellent communication, facilitation, & interpersonal skills.
• Strong analytical & organizational skills, ability to manage multiple priorities & meet deadlines.
• Familiarity with learning management systems & in-product training tools.

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