Manager, CX Training

About the role

Playlist is seeking a Manager, CX Training to lead and grow its Customer Experience training function. You will shape the learning strategy for both internal teams and external customers, ensuring that product knowledge and adoption accelerate across the organization.

Key responsibilities

• Lead, coach, and develop a high‑performing CX Training team.
• Own the strategy, roadmap, and day‑to‑day execution of CX training and certification programs.
• Design and scale learning solutions that drive product proficiency, employee onboarding, and ongoing enablement.
• Establish and continuously improve processes, standards, and operating rhythms to boost efficiency and learner experience.
• Partner with CX leadership, Product, and Product Marketing to identify training needs and prioritize initiatives.
• Leverage data, learner feedback, performance metrics, AI tools, and industry best practices to evaluate and enhance program effectiveness.
• Manage training tools, systems, and workflows, including LMS and certification platforms.
• Ensure training content remains accurate, engaging, and aligned with product updates and business goals.

Required profile

• Proven people‑management experience with a track record of coaching high‑performing teams.
• Demonstrated success building and scaling training, enablement, or customer education programs in a SaaS or technology environment.
• Strong understanding of instructional design, adult learning methodologies, and certification programs.
• Experience using data, analytics, and AI tools to measure effectiveness and improve learner outcomes.
• Excellent project and stakeholder management skills, able to juggle multiple priorities and cross‑functional partnerships.

Required skills

• Learning Management Systems (LMS)
• Content authoring tools
• Certification platforms
• Reporting and analytics tools
• AI‑enabled training technologies

What we offer

• Competitive wages and benefits
• Opportunity to shape learning strategy for a fast‑growing SaaS company
• Collaborative, mission‑driven culture focused on intentional living