Customer Education Program Manager

What you'll do at Ashby

• Own net-new customer education work from concept through publication, including courses, playbooks, recordings, and other learning assets
• Define the goal and shape of each learning asset — what it should help customers do, for whom, and in what format — then gather SME input, design the approach, and build it
• Refresh and improve existing Academy content so it stays aligned with how Ashby actually works today
• Translate complex Ashby workflows into clear, practical, outcome-oriented education — the kind that helps customers understand not just what to do, but why it matters
• Partner cross-functionally with CS, Product, PMM, and RecOps Consultants to identify high-value education opportunities and get the right assets out at the right time
• Contribute to the systems, standards, and workflows that help Customer Education scale while maintaining high-quality learning experiences
• Help us explore adjacent formats when useful — lighter-weight tutorials, in-app guidance, and other just-in-time learning moments

Typical workload: Manage 2-3 new courses or major playbooks per quarter, plus ongoing refreshes and maintenance of existing content. Most time goes into building the work yourself (writing, recording, designing learning flows).

Examples of work

• Build a new Academy course that helps customers adopt a new Ashby feature or module
• Turn product and SME input into a practical playbook tied to a real recruiting outcome
• Record voiceover for a customer-facing learning asset
• Audit and refresh an existing course after a product change so it reflects how Ashby works today
• Partner with RecOps Consulting or other SMEs to build something that helps customers apply a concept, not just understand it
• Experiment with lighter-weight format when a full course isn't the right answer

Role requirements

• Deep Ashby fluency: understand how its workflows are structured, where users get stuck, and what it takes to use it effectively (hands-on experience as a recruiter, recruiting ops practitioner, implementation specialist, CSM, or equivalent deep usage)
• Ability to translate complex product workflows into clear, practical, scalable learning experiences
• Strong writer who can make complicated things feel clear and useful
• Comfortable recording voiceovers for customer-facing content
• Experience teaching something complex (live, writing, or both) and turning it into scalable content
• Ability to juggle multiple projects without losing momentum when priorities shift
• Own work end-to-end from problem framing through build and launch
• Work well with subject matter experts to pull needed input from busy stakeholders
• Good judgment on scope: know when to go deep, lightweight, or optimize for speed

Nice-to-haves

• Experience improving how something gets taught or documented
• Background owning meaningful work with real autonomy and caring about outcomes over optics
• Interest in shaping systems, standards, and workflows for scaling Customer Education

This is a hands-on maker role focused on building content yourself rather than strategy, coordination, or project management. Traditional customer education experience is not required.