Associate Digital Learning & Platform Manager

The Associate Digital Learning & Platform Manager in Customer Acceleration will be the champion for our customers' digital learning journey. This role oversees the learning portal and its integration with other self-service resources to create an intuitive and effective learning experience that drives product adoption and customer success. They are responsible for gathering feedback and leading the evolution of our learning platforms and connected systems to enhance the user experience and achieve business goals. They’ll connect customer education to product adoption by strategically balancing learner needs, business objectives, and platform capabilities.

Job Duties and Responsibilities:

• Manage and optimize learning systems enhancements. Assesses and translates business objectives and stakeholder feedback/requests into purposeful and scalable solutions. Leads execution/change management.
• Collaborate cross-functionally with Product Strategy, Content, Operations, and Product Marketing to track, analyze, and maximize the impact of the broader digital learning experience on customer engagement, product usage, and retention. Leverage tools like Gainsight, Pendo, and Qualtrics to deliver the right learning across all relevant touchpoints.
• Oversee integrations between Skilljar and other systems, including Salesforce, hands-on lab environments and support/community platforms; making direct system updates and acting as a strategic advisor and active participant in cross-functional integration and enhancement efforts.
• Champion a learner-first approach, constantly optimizing UX and identifying areas to reduce friction. Partner with internal and external teams to implement HTML/CSS customizations and styling updates as needed.
• Lead user feedback initiatives, including conducting customer-facing feedback sessions, surveys, and A/B testing of different learning experiences and platform features. Synthesize insights from all sources into actionable strategies that boost learning engagement and effectiveness.
• Oversee governance over site, branding and taxonomy to ensure consistency, usability and scalability; own regular QA processes to identify and resolve functionality and user experience issues. Document policies and procedures related to the site.
• Handle select customer support inquiries as needed to ensure timely resolution and identify trends that can inform content or platform improvements.
• Stay current with LMS, customer education, help center and digital learning trends, tools, and best practices.

Required Skills:

• 4+ years of experience administering and customizing a learning management system (LMS) -- Skilljar strongly preferred.
• Experience working in a project-based environment, coordinating with multiple stakeholders, including developers, content teams, operations and IT.
• Experience and working knowledge of Salesforce.
• Experience learning or facilitating customer listening sessions, surveys, or workshops.
• Ability to create wireframes or mockups to communicate site structure, layout, and learner flow to developers and implementation teams.
• Strong analytical and problem solving skills.
• Strong communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Experience working cross-functionally across timezones and managing projects with multiple stakeholders.
• Demonstrated experience or strong conceptual understanding of integrating learning platforms with community features, social learning tools, or knowledge management systems.

Preferred Skills:

• Experience with API integrations and understanding of web technologies (HTML, CSS, JavaScript) relevant to platform customization.
• Understanding of instructional design or e-learning best practices.

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