Senior Manager, Product Learning Experience

Loftware is a global leader in supply chain solutions, providing cloud-based labeling platforms. The Senior Manager, Product Learning Experience will design and execute product learning for employees, customers, and partners, blending product training and documentation into a modern learning experience.

Responsibilities:

• Develop and execute a unified vision and strategy for product education and documentation to support Product, Sales, and Customer Success goals
• Align team priorities directly in support of Product Management roadmap and new releases, and collaborating with Sales and Customer & Technical Support teams to serve both external users and internal employees
• Lead the provision of internal product training, collaborating with People Operations to support onboarding and ongoing education initiatives
• Define, communicate, and deliver an operational plan leveraging OKRs and KPIs
• Champion innovation and operational excellence to maintain high standards of quality and usability
• Manage, mentor, and develop a diverse team of technical writers, education instructors, content developers, and learning specialists
• Foster a collaborative, innovative culture that prioritizes user-centric outcomes and encourages cross-team cooperation
• Streamline processes to eliminate duplication, enabling scalable solutions across regions, products, and user bases
• Monitor team performance and implement strategies for professional growth and skill development
• Act as the primary contact for internal stakeholders on documentation and education initiatives
• Represent the team in cross-departmental meetings, with particular alignment with product roadmaps and go-to-market strategies
• Gather and act on feedback from customers, support teams, and partners to improve resources and user experiences
• Incorporate the use of AI into our delivery mechanisms
• Lead the development and delivery of our online learning platform, The Academy
• Manage technical documentation and user manuals
• Ensure resources are accurate, up-to-date, and accessible online
• Collaborate with Product Managers to document new features and develop new training courses
• Create engaging and effective e-learning content including use of new technology to meet user needs
• Use data and user insights to improve courses and delivery methods
• Tracking of user engagement with online help resources and educational materials
• Customer satisfaction scores related to documentation and education initiatives
• Timeliness and quality of deliverables aligned with product launches
• Team growth and skill development

Requirements:

• 7+ years of experience in technical writing, instructional or educational design, or a related field, with 5+ years in a leadership role
• Strong understanding of SaaS products and user education best practices
• Exceptional written and verbal communication skills, with the ability to simplify complex technical concepts
• Proven track record of managing global teams in a high-growth environment
• Experience with content management systems (CMS), learning management systems (LMS), and documentation tools
• Familiarity with instructional design methodologies and e-learning tools (e.g., Articulate, Adobe Captivate)
• Background in customer education or product training
• Data-driven mindset with experience using analytics to measure content effectiveness
• Bachelor's degree in a relevant field (e.g., Communications, Education, Computer Science)