Customer Education Program Manager

About the role

This role focuses on creating and delivering valuable learning materials for Ashby users. You will be responsible for the entire lifecycle of educational content, from initial concept to final publication, ensuring it empowers customers to succeed with our platform.

Key facts

What you'll do

• Develop new educational resources such as courses, guides, and recorded sessions from start to finish.
• Define the purpose and audience for each learning piece, gather expert input, and design the content structure.
• Update and enhance existing learning materials to reflect current product functionality.
• Transform complex product processes into easy-to-understand, actionable guidance that explains the 'why' behind tasks.
• Collaborate with Customer Success, Product, Marketing, and Recruiting Operations Consulting teams to identify educational needs and deliver timely content.
• Contribute to the development of scalable systems and quality standards for customer education.
• Explore and implement alternative content formats like brief tutorials or in-app guidance.
• Manage approximately 2-3 significant new content projects per quarter, alongside ongoing maintenance.

Requirements

• Deep, hands-on familiarity with Ashby workflows and user experience.
• Proven ability to teach complex subjects effectively through writing or live instruction.
• Skill in managing multiple projects concurrently and adapting to changing priorities.
• Strong written communication abilities, capable of making intricate topics clear and useful.
• Comfort with recording voiceovers for customer-facing materials.
• Experience taking ownership of projects from initial problem definition through to completion.
• Ability to effectively gather information from subject matter experts.
• Sound judgment in determining the appropriate scope and depth for educational content.

Nice to have

• Experience in a customer-facing role such as a recruiter, recruiting operations specialist, implementation consultant, or customer success manager.
• A history of improving teaching or documentation processes.
• A focus on achieving tangible outcomes rather than just appearances.

Skills & tools

• Ashby platform

Practical notes

• The interview process includes an introductory call, hiring manager interview, a take-home assignment, a final panel interview, a deep dive with the Global Head of CS, a collaboration session with the VP of CS, and a CEO interview.
• Benefits include a 10-year stock option exercise window, unlimited PTO (four weeks recommended), 12 weeks of paid US family leave, a $100/month education budget, extended health benefits, and a generous budget for equipment and office furniture.
• Ashby uses its own platform for hiring and ensures an equitable process for all applicants.