Manager of Learning and Implementation

• Own the strategic direction and roadmap for both Implementation and Learning, deciding what gets built, in what order, and why, grounded in data rather than instinct.
• Manage and develop your team of implementation specialists and learning content specialists, setting clear priorities and standards and holding people accountable to them.
• Direct execution of Implementation, guiding your team's priorities and standards for how camps move through technical setup and onboarding.
• Direct execution of Learning, guiding your team's priorities for the curriculum, self-serve content, and knowledge base infrastructure that let classic and small camps launch with far less hands-on support.
• Design learning programs and implementation processes built to flex, not just scale, so they hold up as the UI evolves and new technologies (including AI-driven tools) reshape how camps interact with the platform.
• Partner across Support, Success, Sales, and Product — working especially closely with Product to keep Learning ahead of platform changes, so new features and modernization efforts launch with the training and content camps need already in place, not built after the fact.
• Define and report on the metrics that prove both pillars are working, from launch quality and time-to-value to support case deflection, and adjust the roadmap based on what the data shows.

We think a successful candidate will bring:

• You've managed people, including motivating a team, holding people accountable to clear expectations, and managing a budget responsibly.
• You've set strategy for an area of a business, translating goals into priorities, tradeoffs, and a clear plan for how the work should move forward.
• You have experience with Learning and Implementation roles in SaaS businesses, and are familiar with best practices in those disciplines, including how AI is changing customer onboarding, enablement, and learning.
• You've used real data to set priorities, make tradeoffs, and explain why one path should come before another, even if you have not owned the full roadmap for a function before.
• You know how to define what success should look like, track whether the work is having the intended impact, and adjust your approach when the data says something is not working.
• You've represented your work in a high-stakes conversation, whether that's with a senior leader, a frustrated customer, or a cross-functional group with competing priorities.