Director of Customer Education

This is a fully remote position, open to applicants in California.

📋 Description

• Responsible for overseeing key metrics related to customer education, including time-to-value, activation depth, certification velocity, ticket deflection, and education's impact on NRR.

• Establish Loop Academy from the ground up - select the Learning Management System (LMS), create the information architecture, outline the curriculum framework, and deliver the initial cohort of video walkthroughs and certification programs personally before expanding the team.

• Manage all internal processes related to instructional design, video production, written guides, in-product nudges, live cohorts, and certifications, operating it as a content studio.

• Adapt every product interface and agentic workflow into the most effective format for restaurant operators’ learning—be it short-form videos, written playbooks, in-product nudges, cohorts, or credentials.

• Collaborate with Product and AI Engineering to measure educational effectiveness—tracking viewership, identifying drop-off points, and recognizing behavior changes—and incorporate these insights back into the curriculum and product strategy.

• Develop a certification program that restaurant operators can carry into future employment—akin to HubSpot Academy or Trailhead credentials—but tailored for the restaurant sector. Oversee the contractor and agency framework, including instructional designers, video producers, and freelance studios, while managing the financial aspects of content delivery.

⛳️ Requirements

• Possess 6-10 years of experience leading customer education, learning, or academy operations within SaaS, AI, consumer internet, or fintech companies—having established the function from scratch at least once rather than taking over an existing setup.

• Have personally scripted, recorded videos, designed assessments, and launched certifications—not just overseen others in these tasks. The initial work of this role should be executed by someone who can perform the tasks, not merely describe them.

• Hold a well-informed perspective on the LMS landscape, the authoring tools available, and the distinction between training that is delivered and training that effectively drives behavior change.

• Think analytically in terms of metrics, funnels, and dashboards—you have previously convinced a product team that education serves as a leading revenue indicator rather than a mere cost center.

• Demonstrate the capability to decompose complex issues into manageable components and establish the necessary processes and systems to tackle them.

• Exhibit leadership qualities while also functioning as an individual contributor in past roles—comfortable navigating the dual responsibilities of a player-coach during the initial 12-18 months of an emerging function.

• Possess the ability to analyze intricate customer and business challenges from a commercial perspective, making trade-offs to achieve optimal customer outcomes.

• Embody Loop’s core cultural values of radical ownership, customer obsession, and a commitment to promptly addressing challenges. Show a strong desire for personal development and aspire to create an academy that sets a benchmark in the industry—whether as an operator or a future founder.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and personal growth.

• Flexible working environment and work-life balance.

• Comprehensive health benefits and wellness programs.