Education Program Manager
F5
TN
há 6 dias

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position Summary

At F5, we take a human first approach. The F5 Learning Customer Experience (CX) team is looking for a Program Manager to join our growing education services organization to improve, and innovate our learning customer online experience and the creation of education offers meeting our customer’s needs.

The Program Manager of Digital Education Experience and Offer Development will have the opportunity to apply our human first approach from the outside-in, looking at how to create a seamless, intuitive experience for customers of our education services organization, throughout their education journey from discovery, through learning, and certification of new skills and abilities.

On this team, you will have the opportunity to demonstrate your strong leadership, communication and project management skills, and your ability to work effectively with cross-functional internal and external stakeholders across multiple disciplines including : customers, sales and SE communities, service partners, channels partners, analysts, industry leaders and influencers.

Primary Responsibilities

Overall Education Services Digital Experience

  • Oversees and manages global programs supporting the company’s business strategies and objectives.
  • Responsible for learning customer journey life cycle from the discovery of F5 learning solutions through purchase, support, renewal, and retention.
  • Designs, develops, and implements policies, practices and initiatives supporting and improving customer experience, loyalty & retention
  • Designs or modifies processes driving scalability, efficiency, velocity, and, ultimately, an enhanced learning customer experience.
  • Collects and analyzes data, information, and research through quantitative and qualitative mechanisms to understand current customer experience, identify issues, and make recommendations to address / solve such issues.
  • Defines, develops, and maintains appropriate reporting of key program metrics, including NPS.
  • Manages program implementation and ensures appropriate documentation is maintained.
  • Partners with other internal CX and Customer success teams to maximize customer experience throughout the overall customer life-cycle.
  • Coordinates and manages internal and external relationships for the products / services / platforms required to deliver superior customer experience.
  • Creates, implements, transforms, and executes innovative solutions using business acumen and industry expertise while also leveraging and amplifying existing programs in place across the company.
  • Communicates process and policy effectively to other strategic Program Managers, Leadership, business, and cross-functional partners
  • Education Services Offer Development

  • Owns Education Services offer life-cycle management process from offer identification, development, delivery, and end-of-life.
  • Designs, develops, and releases education offers meeting the needs of various learning customer segments, job roles, and specific needs.
  • Coordinates and manages internal and external relationships to develop learning offerings (paths) creating value beyond point course offerings.
  • Identifies gaps in current offers and works with Education Services content development teams to address gaps.
  • Works with Education Services certification teams to identify and promote learning paths associated with certification achievement.
  • Coordinates with Global Services product management to
  • Other tasks

  • Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
  • Performs other related duties as assigned.
  • The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

    Knowledge, Skills and Abilities

  • Knowledge of Offer Development practices
  • Knowledge of Product Management practices
  • Strong organizational and analytical skills and attention to detail
  • Excellent communication and collaboration skills
  • Ability to execute on multiple, concurrent, global programs simultaneously and prioritize appropriately
  • Qualifications

  • Bachelor’s degree and 8+ years of related experience.
  • 5+ years of experience in offer development
  • 3+ years of experience in customer experience / success or related experience.
  • 5+ years of practical Cornerstone LMS or similar experience
  • The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

    Please note that F5 only contacts candidates through F5 email address (ending with f5.com) or auto email notification from Yello / Workday (ending with f5.

    com or myworkday.com) .

    Equal Employment Opportunity

    It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.

    This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.

    F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job.

    Request by contacting accommodations f5.com.

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