Head of Customer Education - Miro Academy

About the Team

The Scaled Customer Experience (SCE) team provides value at scale for all of our users and customers through well-crafted learning experiences, campaigns, and resources to ensure their success. We use digital, live, and on-demand methods to connect Miro customers to the best practices that will help them build the next big thing. Our team combines the best of automated, experiment-driven digital connection with innovative learning content that delivers both substance and delight directly to our users.

About the Role

We're looking for a facilitator and learning consultant to deliver best-in-class product training experiences, facilitate webinars and other large-audience scaled events expertly, and maintain positive relationships with our valued customers. The senior facilitator partners with the Manager of the Miro Academy and members of the team to craft and maintain a library of entertaining and educational content. The role will suit those best who love working cross-functionally, get joy from live training and responding to user questions, and those who get excited about novel approaches to crafting content.

What you’ll do

• Set a clear vision for Miro Academy in concert with the SCE leadership team and drive execution of an ambitious roadmap that enables our users and drives behavior change at scale through on-demand, live and digital resources, focusing on adoption of Miro uses cases and education offering utilization growth QoQ 
• Lead a team of instructional designers, customer-facing facilitators and contract staff to produce engaging content, deliver key learning experiences, and drive utilization of offerings across all Miro users, accounts and plans
• Craft and lead strategies for Academy expansion over the next year, including but not limited to partner, developer and creator training, badging and localization
• Own and run the Miro Academy platform as a product, overseeing content strategy, technical enhancements, offerings and releases, ensuring high CSAT and NPS across all programs, in alignment with product releases and messaging, and in coordination with internal teams from operations, IT, analytics, product and marketing 
• Operationalize learning offerings into GTM motions within sales and customer success in partnership with the Digital Success team
• Increase the rate of resource creation and content quality through use of AI, process enhancements, and sophisticated content taste and editorial chops 

What you’ll need

• 5 years of people management experience leading instructional design, training or education content production teams. Managing people managers or team leads is a plus
• 6+ years building and delivering engaging customer-facing educational content in a variety of modalities in consultation with stakeholders and SMEs, ideally at SaaS or tech organizations
• Enthusiasm for both leading a team of instructional designers and rolling up your sleeves as an instructional designer yourself 
• Experience setting and consistently meeting ambitious education program and production goals in a fast-paced, dynamic environment for both self and small teams
• Seasoned in scoping, distributing and tracking work progress across your team 
• Highly proactive, analytical and product-driven approach to building and maintaining a customer-facing academy of resources 
• Experience using data and assessments to evaluate and report on the performance of educational content and deep experiencing creating and presenting executive reports for VP+ audience

What's in it for you

• 401k matching + Competitive equity package
• Excellent Medical, Dental and Vision health benefits
• Fertility & Family Forming Benefits
• Flexible time off
• Lunch, snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Up to $2,000 of charitable donation matches each year

The reasonably estimated salary range is specific to New York and may not be applicable to other locations. The range for this role is $180k - $220k. Final compensation and total package components will be based on individual factors such as the candidate's skills, qualifications, and experience.