Senior Manager, Partner Experience and Programs
Udemy
Manager, Customer Education – Production & Innovation
intercom Inc,.
full-time
Posted on:
Location Type: Hybrid
Location: Dublin • 🇮🇪 Ireland
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- Define, codify and evolve the production process, with a strong focus on video and AI production tools and processes
- Define and maintain voice, tone, design, style, and user experience across Customer Education content and surfaces
- Partner with LXDs and producers to lead creative direction
- Formalize inputs for content roadmap from CSM, Support, Product, Growth and ad hoc business requirements; assess, prioritize and manage expectations
- Build and maintain a clear production roadmap and calendar to ensure timely content launches
- Directly produce and deliver impactful educational content as part of hands-on work
- Own performance metrics for content, including on-time shipping, learner sentiment, and content performance
- Lead innovation in production processes and champion new technologies
- Partner closely with teams across the business to support product adoption
- Report to the Director of Customer Education
Requirements
- 5+ years of proven experience leading customer education production and delivery in education
- 3+ years managing contractors, vendors, and/or direct reports
- Track record of scaling production through tooling, workflows, and process innovation
- Comfortable with new technology and a solid understanding of AI and customer experience tools
- Strong cross-functional collaboration skills
- Natural storyteller able to explain complex topics simply and engagingly
- Strong data-driven and operational mindset, with experience A/B testing and leveraging data visualization platforms such as Tableau
- Player-coach with strong execution chops; hands-on role rather than people-manager-only
Benefits
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers
- Cycle-to-Work Scheme with secure bike storage
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
- Relocation support for those moving to our offices
- Hybrid working policy (expect employees to be in the office at least three days per week)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
video productionAI production toolscontent roadmap managementA/B testingdata visualization
Soft skills
cross-functional collaborationstorytellingoperational mindsetexecution