Manager, Customer Education

NAVEX is transforming the world by making it safer and more ethical, and they are seeking an experienced Manager of Customer Education to lead a team focused on customer education initiatives. The role involves managing a team of Technical Writers and Learning Consultants to create product documentation and training courses that enhance customer understanding and utilization of NAVEX products.

Responsibilities:

• Manage the day-to-day operations of a team comprised of Technical Writers and Learning Consultants
• Research and deploy best in class technology tools to ensure the most efficient and highest quality content delivery possible
• Deliver engaging technical documentation and training courses to help our customers successfully use their software
• Ensure content is optimized for both human and AI utilization
• Measure and maximize content’s customer impact
• Coach, mentor and inspire staff with a focus on individual development, employee satisfaction, and retention
• Provide clear individual and team goals, ensuring each team member understands their role, making changes when necessary and proactively addressing performance issues
• Track work across multiple products with dynamic schedules, ensuring on time content delivery
• Collaborate cross-functionally with various stakeholders, including Product Management, Engineering, Customer Success and Services teams
• We have great tools, and even greater people, and we’re hopeful you can show us ways to use them even more efficiently to help communicate what’s coming with our products!

Requirements:

• 5+ years of experience as a Technical Writer or Instructional Designer
• 3+ years of proven people management experience or effectively managing and leading a team of direct reports
• Excellent written and verbal communication skills
• Experience with Jira, Sharepoint and Salesforce
• Ability to connect the dots and tell our story to customers across multiple products
• Strong problem-solving and organizational skills
• Strong stakeholder management and project management skills with demonstrated ability to manage multiple projects simultaneously and in a fast-paced environment
• Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values
• Experience with MadCap Flare and Videate is a plus