Customer Education Program Manager

Role Description

In this role, you will join a dedicated team within the Customer Experience (CX) - Scaled Support Team, which is responsible for designing and implementing services that create a world-class support experience for our users. You will design and implement innovative and scalable training solutions aimed at enhancing the onboarding and activation journeys for our customers. As a Customer Education Program Manager, you will drive initiatives that ensure the continuous delivery of high-quality, customer-centric support experiences within Dropbox and with our support partners. 

Our team is committed to understanding the customer journey and transforming workflows to meet the evolving needs of our diverse user base. With a focus on personalization and AI integration, we aim to enhance our learning initiatives on learn.dropbox.com, ensuring that our educational programs align with these innovative approaches. Your role will be pivotal in fostering these advancements to create tailored learning experiences that resonate with our customers and adapt to their unique needs.

Responsibilities

• Develop and implement customer education programs to enhance product understanding and usage.

• Manage workflows with third party contributors

• Collaborate with product teams to ensure alignment of educational materials with product features and updates.

• Create and maintain a comprehensive content library of educational resources, including tutorials, webinars, documentation, and multimedia content such as videos, demonstrations, images, and GIFs.

• Analyze customer feedback and program effectiveness to continuously improve educational offerings.

• Conduct training sessions and workshops for customers to promote engagement and knowledge sharing.

• Work with marketing to promote educational programs and resources to customers.

• Monitor industry trends and competitor offerings to ensure the program remains competitive and relevant.

• Partner with the analytics team to assess customer engagement metrics, develop comprehensive reports for customer success partners, and evaluate the effectiveness of specific resources to provide insightful analytics for stakeholders.

Requirements

• Proven, results based, experience in training and training leadership preferably in the technology operations sector with dynamic, fast-growing organizations

• Deep understanding of training program design, implementation, delivery methods and processes

• Experience working with an LMS 

• Strong verbal and written communication skills

• Self-learner, resourceful and attentive to detail 

• Exceptional time management skills in a fast-paced, deadline-oriented work environment

• Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact through training

• Strong communication and influencing skills, experience working with global cross-functional and external partners

• Strong project management experience with the ability to lead multiple projects within tight timeframes.

• Passionate about customer experience and making life simpler with technology through training

• Customer support/contact center training experience a plus

• A degree level qualification in a business or technical discipline, and ideally an additional certification in a training area or equivalent business experience, BA or MS preferred in aligned field of study

Preferred Qualifications

• 5+ years in customer education, program management, instructional design, or a related field, ideally within a SaaS or tech environment.

• Degree in Instructional Design, Learning Technologies, Education, or a related field

• Platform Management Expertise: Experience managing a CMS, content hub, or e-learning platform (e.g., Contentful)

• Relevant certifications such as Certified Professional in Learning and Performance (CPLP), Certified Customer Success Manager (CCSM), or project management credentials (PMP, PMI-ACP)

• AI and Personalization Knowledge: Familiarity with using AI, machine learning, or tagging in a CMS to deliver personalized learning experiences.

Compensation