Customer Education & Training Leader

NAVEX; Charlotte (NC); Hybrid; USD 112,500 - 137,500; Full time

Benefits offered by this job

Hybrid work model

Job summary

NAVEX in Charlotte, NC, is seeking a Manager of Customer Education to lead a team of Technical Writers and Learning Consultants who create product documentation and training. You will shape content strategy, oversee delivery, and ensure customers gain maximum value from NAVEX software.

This hybrid role emphasizes collaboration with Product, Engineering, and Customer Success, plus practical use of AI tools to enhance content.

Qualifications

• 5+ years of experience as a Technical Writer or Instructional Designer
• 3+ years of proven people management experience or leading a team of direct reports
• Excellent written and verbal communication skills
• Experience with Jira, Sharepoint and Salesforce; MadCap Flare and Videate are a plus
• Ability to connect the dots and tell our story to customers across multiple products
• Strong problem-solving and organizational skills
• Strong stakeholder and project management skills with multiple projects in a fast-paced environment
• Culture agility and comfort in a candid environment
• AI readiness and curiosity to use AI to elevate work
• Fuel performance and outcomes aligned with NAVEX values

Responsibilities

• Manage the day-to-day operations of a team of Technical Writers and Learning Consultants
• Research and deploy best-in-class technology tools to ensure efficient, high-quality content delivery
• Deliver engaging technical documentation and training courses for NAVEX customers
• Ensure content is optimized for human and AI utilization
• Measure and maximize content impact for customers
• Coach and mentor staff focusing on development, satisfaction, and retention
• Set clear goals and monitor performance, adjusting as needed
• Track work across products with dynamic schedules for on-time delivery
• Collaborate with Product Management, Engineering, Customer Success and Services
• Explore tool usage to communicate product roadmaps effectively

Skills

Written & verbal communication

People management

Stakeholder management

Project management

Problem solving

Cross-functional collaboration

AI readiness

Culture agility

Leadership

Tools

Jira

Sharepoint

Salesforce

MadCap Flare

Videate

Job description

NAVEX in Charlotte, NC, is seeking a Manager of Customer Education to lead a team of Technical Writers and Learning Consultants who create product documentation and training. You will shape content strategy, oversee delivery, and ensure customers gain maximum value from NAVEX software.

This hybrid role emphasizes collaboration with Product, Engineering, and Customer Success, plus practical use of AI tools to enhance content.