Senior Program Manager, Customer Education Content Development

Locations:Atlanta, GA, Austin, TX, Denver, CO, Toronto, ON, Washington, DC

About the position

At Cloudflare, we are committed to excellence and innovation, not just as it relates to the products we sell, but also for the onboarding services we provide our customers. This role is responsible for Cloudflare's Customer Education content development including digital and instructor-led education offerings. The Customer Education organization is focused on accelerating customer adoption of Cloudflare's products by creating thoughtful, scalable, easy-to-use learning and certification experiences to help customers develop the skills, knowledge, and abilities necessary to get the most out of Cloudflare's solutions.

In this role, you will build and manage the customer learning strategy and experience by designing and delivering high quality and engaging materials, resources, and offerings to support the implementation and adoption of Cloudflare products. This job is a combination of project management, content design and development, and learning experience design. The role must be adept at working with employees and contractors outside the company with a long term goal of building a content development team. The person in this role will have an eye for design and high attention to detail, and also the capability to organize projects, check for consistency across multiple forms of content, and create content that is appropriate for the audience.

As a member of the Customer Education team, you will work across multiple teams including Product, Sales, Marketing, Customer Success, Enablement, and IT. This job role works closely with the Learning Tools team and the person must have extensive experience using Learning Management Systems to deliver customer education.

What you'll do

• Build a high quality, simple, and engaging customer learning journey and experience utilizing Cloudflare tools and properties such as Community and a Learning Management System.
• Help craft the strategy for the customer learning journey to meet the needs of all customers globally.
• Build and manage a team of content developers (long term) including hiring, performance managing, and regular feedback and reviews.
• Conduct needs assessments with multiple teams to gather input on customer training needs and expectations. You will also gather feedback about what's working well and where adjustments are needed.
• Manage the writing and editing of our curriculum resources and materials, engaging subject matter experts, research, and best practices as needed.
• Act as final quality assurance for all program materials, ensuring our content is accurate, on brand, culturally relevant and responsive, consistent in look at feel, and accessible to a range of literacy levels.
• Manage workflow for educational resource requests, edits, translation, and distribution.
• Develop processes and systems (both human and technological) to create, manage, and distribute content.
• Plan and execute the release of new materials and new products to internal and external stakeholders in coordination with program product managers.

Examples of required skills, knowledge, and experience

• Bachelor's degree in education, learning technology, technology management, or a related field.
• 6+ years of experience managing the content development function in a customer education environment. Must demonstrate an empathetic and collaborative leadership style.
• 5+ years managing the entire content creation workflow from concept to release with excellent organizational, project planning, and project management skills.
• Superior writing and editing skills with a demonstrable ability to distill complex ideas into clear, actionable guidance.
• Expert level experience working with content development software tools such as Adobe, Articulate, and Camtasia.
• Comfort with enforcing branding and style standards and providing diplomatic feedback and edits to others' work.
• Highly tech savvy with the ability to work effectively with a variety of content-creation software. Must have 6+ years of experience working with learning management systems to deliver educational content outside the organization.
• A hands-on doer who loves wearing multiple hats, jumping in, and taking initiative to identify and build solutions.
• Excellent communication and stakeholder management skills with the ability to collaborate with cross-functional teams.
• Collaborate effectively with multiple Cloudflare teams including Product, Sales, Customer Success, Marketing, and Support to ensure development of the highest quality tests for a global customer base.
• Experience in selecting, implementing, and managing learning management systems software.
• Strong analytical and problem-solving skills with a data-driven approach to decision making.

Compensation
Compensation may be adjusted depending on work location.

• For Colorado, Georgia, and Texas based: Estimated annual salary of $143,000.00 to 175,000.00
• For New York City, Washington, DC Metro and California based (excluding Bay Area): Estimated annual salary of 159,000.00 to 195,000.00

Equity
This role is eligible to participate in Cloudflare's equity plan.

Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave