Manager, Customer Education

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

At NAVEX, we're transforming the world-making it safer, more ethical, and ensuring every voice is heard. That's real impact.

Our high-performance culture is driven by our values. We move with speed, passion and purpose - as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.

NAVEX provides a full suite of integrated risk and compliance management software products. We're an industry leader with exciting plans to continue growing, and we're looking for an experienced, driven, enthusiastic manager to be a part of this growth! If you've been looking for a company where you can feel like the products are making a positive impact in the world, then look no further! We help companies build ethical workplace cultures.

You will be part of an incredibly talented team who live and breathe customer education-from world-class software documentation to engaging online learning experiences. As the Manager of Customer Education, you will lead a team of Technical Writers and Learning Consultants who create both internal and customer-facing product documentation and training courses. Your team ensures stakeholders not only understand how to use NAVEX products but also gain the knowledge and confidence to get the most value from them. Help us tell the story of the amazing stuff we're building-through content that informs, teaches, and inspires!

We are looking for candidates who are located near one of our office locations - Lake Oswego, OR, Houston, TX, or Charlotte, NC. This will be a hybrid role.

In this role, you'll thrive surrounded by an engaged, collaborative team that is deeply committed to your success. Join us and help shape what's next!

What you'll get:

• Meaningful Purpose. Your work helps organizations operate with integrity and protect their people-at a scale few companies can match.
• High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

What you'll do:

• 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!

What you'll bring:

• 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. Experience with MadCap Flare and Videate is a plus
• 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

Our side of the deal:

• We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way.
• The starting pay for this role is $125,000 per annum with a 5% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more.

NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.