Senior Director, Learning Services

About the opportunity

As the Global Sr. Director of Learning Services you will be a key leader within the Customer Experience team, shaping our customer and partner enablement strategy to ensure the success of our customers and our training business.

You will be responsible for defining and executing training roadmaps, a content development strategy, train and (re)certify customers and partners, and collaborate with sales, marketing, and delivery organizations to grow our education business and community of Contentful practitioners, enabling them to learn and adopt the Contentful platform quickly and easily.

At this stage of Contentful’s journey, and given the potential growth of the Professional Services organization in particular, we’re looking for candidates who both have the required experience as well as a strong ‘builder ethos’. To us, this means you are willing and able to collaborate closely with other teams and departments, and you have a natural tendency to step outside of your job description - or even your comfort zone - if that’s what it takes to support your team, your peers or anyone else that’s working towards making our customers successful.

What to expect

• Build, lead, coach and mentor a global team of Technical Trainers, Learning Experience Designers, and Learning Services Operations Specialists
• Responsible for the Learning Experience of all Contentful Customers
• Responsible for the Learning Services Strategy and Execution at Contentful
• Partnering with various Contentful teams, partners, and customers in the development of training roadmaps, learning content, and training assets to ensure excellent and engaging training
• Defining, implementing, and managing enablement and certification programs for customers and partners to grow the global Contentful ecosystem
• Planning, logistics and scheduling to optimize training coverage to maximize training opportunities for Customers and Partners
• Identifying, tracking, and reporting weekly on key business performance metrics to ensure consistent delivery of our learning services
• Oversee Learning Services Operations
• Look for ways to leverage Training data across the Customer Experience Organization and Contentful
• Creating processes for continuous improvement and collecting feedback from our customers, partners, and stakeholders to refine learning services to best meet their needs
• Leveraging learning analytics and customer success metrics to continuously optimize learning paths and content for maximum impact on customer retention and growth.
• Collaborating closely with Product Management and Engineering to ensure learning content aligns with new feature releases and product updates, providing timely and relevant education.
• Serving as a champion for innovation leveraging blended learning modalities and state of the art technologies to enhance the learner experience and drive best practices throughout the global Contentful community

What you need to be successful

• 5+ years building and leading a customer education and training business P&L at an enterprise SaaS software company
• Prior experience with managing, coaching and developing team members and first-line managers across different geographical locations, cultures and timezones
• Proven management skills to lead teams to create goals and work towards them, as well as measure the results
• Direct experience working with industry-leading LMS technologies and -platforms
• Experienced in using instructional design models and adult learning principles to create courses, curricula and certification programs
• Experience with agile methodologies for content development and iteration, allowing for rapid response to product changes and market demands.
• Ability to map learning experiences to the customer journey, identifying key touchpoints where education can drive engagement and success.
• Demonstrated success in fostering and growing a vibrant community of practitioners around a SaaS product."
• Strong understanding of cloud-based software architectures and the ability to translate complex technical concepts into accessible learning materials.
• Proven ability to lead and influence cross-functional teams (e.g., Sales, Marketing, Product, Support) to align on learning objectives and execution."
• Strong presentation skills showing the value, capabilities, and differentiators of complex service solutions to internal and external audiences
• Thrives in the midst of ambiguity, yet creates simplicity and clarity for the organization
• Extremely collaborative, embraces working cross-functionally. Always in team-building mode, whether across the company or within their organization
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