Manager, Product & Customer Learning (14 months Term)

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren’t built with sustainability in mind. That’s where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America’s SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we’re poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Job Description

The Manager, Product & Customer Learning is responsible for leading and delivering innovative learning solutions that align with the company’s strategic goals and operational needs. This role involves managing a high-performing team to develop and implement training programs for clients, suppliers, and internal stakeholders, driving customer retention and product adoption. Partnering with key stakeholders, this individual will leverage cutting-edge instructional design methodologies & tools, ensure program quality, and evaluate learning outcomes to meet evolving business requirements.

Team Leadership & Operations

• Oversee the day-to-day operations of the Product & Customer Learning team, including:
• Recruiting, coaching, and retaining a skilled and engaged team.
• Conducting performance management and professional development.
• Ensuring sufficient resourcing for customer and supplier training needs.
• Foster a culture of continuous improvement and learning within the team.
• Stay informed about industry trends in AI tools as it relates to content creation and learner’s user experiences.
• Stay informed about industry trends and provide thought leadership to enhance learning strategies.
• Create, maintain and update team processes, both internally within the team and between greater stakeholder groups.

Program Development & Delivery

• Design and implement learning solutions & services using best practices in instructional design and adult learning.
• Create and lead the development of engaging learning content to support products & services and drive product adoption across various modalities, including but not limited to:
• eLearning
• Instructor-led training (both virtual and in-person)
• In-app guides and tooltips
• Video
• Partner with Product teams to align internal and external training initiatives with product releases.
• Deliver training programs as needed, including occasional onsite training and travel.
• Quality assure team content by reviewing and providing meaningful feedback.

Strategic Collaboration

• Work with senior leaders and subject matter experts to identify and address learning needs for diverse global audiences.
• Collaborate with senior leaders to communicate updates on team strategy, processes and project plans that align with cross-departmental and organizational goals.
• Develop a comprehensive learning strategy and translate it into actionable programs, including certifications and assessments.
• Collaborate with HR to integrate career growth and progression strategies into team building, and change management strategies into training initiatives.

Measurement & Continuous Improvement

• Use evidence-based feedback to refine training programs and enhance participant outcomes.
• Set and implement strategies to maintain content integrity and align with changing business needs.
• Maintain and continuously improve current training metrics program.
• Track and evaluate the effectiveness of learning programs through metrics and analysis.

Technology & Systems Management

• Manage the product & customer training content in the external learning management system to ensure a seamless user experience for internal team members, customers, suppliers, and partners.
• Stay updated on emerging technologies (especially AI tools) in learning and enablement to drive innovation in program delivery.

Qualifications

• Bachelor’s degree in Instructional Design, Adult Education, or a related field (or equivalent experience).
• 8+ years of experience in designing and implementing learning solutions, with a focus on corporate B2B settings.
• Proven experience leading teams and managing complex projects in a fast-paced environment.
• Proven experience with large and/or net new product releases.
• Knowledge of adult learning theories, instructional design methodologies, and eLearning standards.
• Excellent communication, facilitation, and interpersonal skills.
• Strong analytical and organizational skills, with the ability to manage multiple priorities and meet deadlines.
• Familiarity with learning management systems and in-product training tools.

Additional Information

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact talent@assent.com and we will be happy to help. 

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