Digital Customer Onboarding Manager, Craft Education

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider Craft Education as the next step in your career.

 

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all.  

 

At Craft, we’re revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs.  Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs.  Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits.

 

Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs.  We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.  

 

If you’re looking to join the work-based learning revolution, we’d love to talk with you.  At Craft, you’ll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development.  We couldn’t be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you’ll consider joining us.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Professional 308

Pay Range: $73,000.00 - $109,400.00

Job Description

The Digital Customer Onboard Manager is responsible for building digital customer success processes from the ground up. Creates scalable, proactive strategies by leveraging technology and data. Guides customers through their journey on Craft, ensuring they achieve desired outcomes and realize the platform's full value. This role is central to creating a seamless digital experience, with a particular focus on helping customers with limited digital literacy become self-sufficient in their use of Craft.

Primary Responsibilities

• Builds and optimizes digital customer onboarding processes from the ground up, using technology to deliver scalable solutions that address common customer needs.
• Builds automation processes for customer outreach and health monitoring.
• Designs and implements digital workflows to streamline customer onboarding and engagement that balance automation with personalization.
• Analyzes customer health metrics and proactively addresses friction points.
• Responds to customer needs dynamically and adjusts processes based on feedback.
• Diagnoses engagement and onboarding issues and proposes and implements scalable solutions.
• Develops in-app guidance and resources to improve user self-sufficiency.
• Identifies, implements, and integrates the digital tools needed to streamline customer onboarding, education, and support within Craft, using platforms like Notion, Salesforce, and Zendesk.
• Develops automation workflows to enhance customer interactions, including tracking engagement metrics, delivering targeted resources, and managing customer health.
• Designs and leads a structured digital onboarding process to help customers efficiently set up apprenticeship programs and manage recruitment on Craft.
• Tailors onboarding sessions to meet customers’ varying experience levels, providing clear guidance on program setup, recruitment, content management, and platform navigation.
• Creates digital resources and self-service tools, such as tutorials, webinars, and FAQs, to help customers become self-sufficient on Craft.
• Collaborates with the Customer Education Lead to ensure content is accessible and aligns with our customers’ specific needs, especially around apprenticeship program launch and recru