Head of Customer Education & Learning

NAVEX; Portland (OR); Hybrid; USD 120,000 - 135,000; Full time

Job summary

NAVEX is seeking a Manager of Customer Education to lead Technical Writers and Learning Consultants. You will guide content strategy, oversee documentation and training, and ensure value delivery across NAVEX products.

You’ll manage a high-performing team, collaborate with Product, Engineering, and Customer Success, and drive content that informs and enables customers while embracing AI-enabled improvements.

Qualifications

• 5+ years as Technical Writer or Instructional Designer.
• 3+ years of people management experience.
• Excellent written and verbal communication skills.
• Experience with Jira, SharePoint and Salesforce; MadCap Flare and Videate a plus.
• Ability to connect the dots and tell our story to customers across multiple products.
• Strong problem-solving and organizational skills.
• Stakeholder management and project management across multiple projects.
• Culture agility and AI readiness.

Responsibilities

• Manage day-to-day operations of a team of Technical Writers and Learning Consultants.
• Research and deploy best in class tools to deliver high-quality content.
• Deliver engaging documentation and training to help customers use NAVEX products.
• Ensure content is optimized for human and AI use.
• Measure and maximize content’s customer impact.
• Coach and mentor staff, focusing on development and retention.
• Set clear team goals and address performance as needed.
• Track work across products with dynamic schedules to ensure on-time delivery.
• Collaborate with Product Management, Engineering, Customer Success and Services.

Skills

Technical Writing

Instructional Design

People Management

Content Strategy

Cross-functional Collaboration

Tools

Jira

SharePoint

Salesforce

MadCap Flare

Videate

Job description

NAVEX is seeking a Manager of Customer Education to lead Technical Writers and Learning Consultants. You will guide content strategy, oversee documentation and training, and ensure value delivery across NAVEX products.

You’ll manage a high-performing team, collaborate with Product, Engineering, and Customer Success, and drive content that informs and enables customers while embracing AI-enabled improvements.