Customer Education Program Manager, New Products
WFA Digital Insight
As demand for AI-powered solutions grows, the need for skilled customer education professionals has increased by 25% in the last year. With Openai at the forefront of AI innovation, this role offers a unique chance to shape customer understanding and adoption of cutting-edge technologies. Candidates should be prepared to demonstrate their ability to translate complex product information into practical, actionable guidance. Before applying, consider the importance of staying up-to-date with industry trends and developments in AI, as well as the value of building strong relationships with cross-functional teams.
Job Description
About the Role
The Customer Education Program Manager, New Products role is a critical component of Openai's mission to ensure that artificial general intelligence benefits all of humanity. As the company continues to evolve and launch new products, the need for effective customer education has never been more pressing. In this role, you will sit at the intersection of Product, Customer Education, Marketing, Product Marketing, Developer Experience, and customer-facing teams, working to develop and operationalize repeatable education programs that drive real-world adoption.The role entails working closely with various stakeholders to translate product innovation into practical, actionable education that resonates with enterprise customers. This will involve creating customer-facing assets, such as use cases, demos, quickstarts, customer stories, webinars, adoption guides, and educational campaigns, to support the successful adoption of new products and features.
As a key member of the team, you will have the opportunity to make a significant impact on the company's mission and help shape the future of customer education at Openai.
What You Will Do
- Build and scale repeatable education programs for new product launches and product updates
- Translate complex product information into practical use cases, demos, quickstarts, customer stories, and adoption guidance
- Partner closely with Product, Product Marketing, Marketing, Developer Experience, Technical Success, Solutions Architecture, and Customer Education teams to align educational efforts
- Create customer-facing education packages that support adoption before, during, and after major product releases
- Develop frameworks that help determine the right educational approach for different product moments and customer audiences
- Gather customer signals, usage data, and feedback from customer-facing teams to continuously improve educational programs
- Identify and highlight compelling customer use cases and success stories that accelerate adoption
- Design scalable workflows for producing high-quality educational content in a fast-moving product environment
- Measure the effectiveness of education initiatives and their impact on customer engagement and product adoption
- Help establish long-term operating models and cross-functional processes that support sustainable growth in customer education
What We Are Looking For
- Experience creating customer-facing product education, technical content, enablement programs, webinars, demos, guides, or adoption resources
- Exceptional writing, editing, communication, and content development skills
- Strong product synthesis skills with the ability to transform technical concepts into actionable customer guidance
- Proven program management experience driving cross-functional initiatives across multiple stakeholders
- Experience partnering effectively with Product, Marketing, customer-facing teams, or technical organizations
- Ability to navigate ambiguity while building structure and repeatable processes
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
- Excellent collaboration and influencing skills, with the ability to work closely with cross-functional teams
Nice to Have
- Experience with AI-powered solutions and technologies
- Knowledge of the latest trends and developments in customer education and product adoption
- Familiarity with Excel and other productivity tools
- Certification in program management or a related field
- Experience working in a fast-paced, rapidly changing environment
Benefits and Perks
- Competitive compensation package
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Flexible working hours and remote work options
- Access to the latest technologies and tools
- Comprehensive health insurance and benefits package
- Generous PTO and holiday allowance
- Employee recognition and rewards program
How to Stand Out
- To stand out in this role, be prepared to demonstrate your ability to translate complex technical information into clear, actionable guidance for customers.
- Make sure to highlight your experience with customer-facing product education, technical content, enablement programs, and other relevant initiatives.
- Develop a portfolio that showcases your writing, editing, and content development skills, as well as your ability to work collaboratively with cross-functional teams.
- Be prepared to discuss your experience with program management, including your ability to drive cross-functional initiatives and navigate ambiguity.
- When negotiating salary, consider the company's overall compensation package and benefits, as well as the value you bring to the role and the organization.
- Pay attention to red flags such as lack of clear communication, unclear expectations, or inadequate resources and support.
- Be prepared to ask questions during the interview process, such as what the typical career path looks like for this role, or what opportunities are available for professional growth and development.
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