Senior Manager, Customer Education

At Qualia weve built the leading B2B real estate technology that transforms the home buying and selling experience into a simple secure and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystemhomebuyers and sellers lenders title and escrow agents and real estate agentsonto a single shared digital closing platform providing greater clarity and transparency to real estate transactions. Today through our business customers across the country millions of consumers use Qualia to close on homes every year.

As the Senior Manager of Customer Education you will lead the strategy development and delivery of the programs and resources that help Qualia customers build proficiency adopt our products and achieve long-term value.

You will oversee Qualias customer education ecosystem including Qualia University the Knowledge Base customer-facing educational content one-to-many programming and one-to-one instructor-led training. You will also lead the growth of Qualias new paid customer training service developing the programs operating models and delivery standards needed to scale training as a consistent and valuable professional service.

This role will be responsible for creating a connected customer education strategy across self-service digital and live learning channels. You will ensure customers can easily find accurate relevant and role-specific education while helping the team prioritize the programs and content that have the greatest impact on customer adoption proficiency satisfaction and long-term success.

You will lead a multidisciplinary team responsible for customer content knowledge management digital learning and customer training. You will partner closely with Product Product Marketing Customer Success Support Professional Services Sales Operations and other stakeholders to translate customer needs product changes and business priorities into scalable educational experiences.

This role requires strong people leadership customer education expertise content and knowledge management experience operational rigor and the ability to move comfortably between long-term strategy and hands-on execution.

• Lead a multidisciplinary team responsible for customer content knowledge management digital education and instructor-led training and continue to foster the teams strong culture of customer empathy accountability collaboration creativity operational discipline and high-quality execution
• Own the vision strategy roadmap and operating model for customer education across Qualia with particular focus on how AI changes the practice of customer education at Qualia production delivery personalization assessment and what needs to be taught at all.
• Own the growth and P&L of Qualias paid training program pricing packaging margin capacity planning and sales enablement and define the boundary between free and paid offerings. Partner with Sales CS and Finance on positioning scoping contracting and fulfillment to hit annual bookings and utilization targets.
• Create a cohesive education ecosystem that connects Qualia University the Knowledge Base customer-facing content webinars workshops and instructor-led training
• Oversee the development and maintenance of self-paced and instructor led courses learning paths certifications knowledge articles videos job aids release education facilitator materials and other customer-facing resources
• Establish standards and operating processes for each of the teams programs including quality assurance content architecture taxonomy and governance
• Define and measure the success of each program analyze program performance and drive continuous improvement
• Communicate program strategy performance capacity considerations risks and recommendations to senior leadership
• Ensure customer-facing content remains accurate accessible relevant consistent and aligned with Qualias products brand and customer needs
• Build and maintain strong cross functional partnerships with Sales Product Marketing Customer Success Professional Services Finance Legal and Operations
• Manage relevant platforms tools vendors and budgets supporting customer education knowledge content and training programs

• 8 years of experience in customer education customer training content strategy knowledge management instructional design professional services customer success or a related function preferably in a B2B SaaS environment
• 4 years of people leadership experience including experience leading multidisciplinary or cross-functional teams
• Experience building and commercializing a paid customer training or professional services program including ownership of pricing packaging capacity planning and program P&L. Experience launching a program from inception strongly preferred.
• Experience owning a program budget or P&L utilization targets and unit economics
• Demonstrated experience developing and scaling customer education programs across digital self-service one-to-many and instructor-led formats
• Strong understanding of customer education strategy instructional program development adult learning principles content operations and knowledge management
• Experience owning or managing an LMS customer academy knowledge base or similar customer learning and content ecosystem
• Experience establishing content governance taxonomy quality standards intake processes operating models and measurement frameworks
• Strong program and project management skills with the ability to translate strategy into clear priorities and executable plans
• Strong analytical orientation with the ability to use customer insights program data and business outcomes to guide decisions
• Excellent written and verbal communication skills with the ability to translate complex products workflows and concepts into clear and accessible customer education
• Familiarity with AI-enabled content development knowledge search automation personalization or digital learning experiences is preferred
• Experience working in a complex regulated workflow-driven or vertical SaaS industry is preferred

Based in Austin TX with the ability to work in the office a minimum of two days per week is preferred.

Qualia is made up of incredibly bright mission-driven coworkers who are passionate about using technology to solve real-world problemsand were growing order to continue building an engaging and dynamic organization were committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves both in and out of the addition to comprehensive health plans a 401k program and commuter benefits we prioritize family and personal well-being through professional development parental leave and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires biweekly all hands meetings and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace and we welcome applicants from all backgrounds regardless of race color ancestry religion gender identity or expression sexual orientation marital status age citizenship socioeconomic status disability or veteran status.

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