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
- Given Contentful’s rapid growth, adaptability to change is a key component of the role
What’s in it for you?
- Join an ambitious tech company reshaping the way people build digital experiences
- Full-time employees receive Stock Options for the opportunity to share in the success of our company
- Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
- Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
- We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
- Company paid parental leave to care for and focus on your growing family
- Use your personal annual education budget to improve your skills and grow in your career
- Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
- An annual wellbeing stipend to care for your physical, financial, or emotional health
- A monthly communication stipend and phone hardware upgrade reimbursement.
- New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.
This role will need to be conducted in a state in which we are currently registered to do business.
Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of New York if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.
Salary Range: $276,000 - $337,000
[This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans.]
#LI-CD1 #LI-Hybrid
Who are we?
Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
Everyone is welcome here!
“Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!
If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.
Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have.
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