Manager, Education Services

Calix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value.As a member of the Calix Education team, you are responsible for data-driven design, development, delivery, evaluation, and evolution of Customer Success through our education and certification programs. You have passion for enabling customers through a robust Learning Experience Platform, including eLearning, instructor-led courses, and certification programs while providing the highest quality user experience through exceptional, performance-based content and engaging digital experiences to maximize learning outcomes. You work cross-functionally with product, sales, customer success, and technical support to develop quality content in multiple formats for a range of Calix solutions and personas, collaborating to ensure the effectiveness of all offerings.You are responsible for providing foundational and advanced broadband education for Calix Customers, employees, partners, prospects, and the public through a wide range of education offerings.Our guiding principles are to:Build customer autonomy, affinity, and affiliation through all we do. Support prospecting, retention, and growth through targeted, data-driven and evidence-based education solutions. Collaborate, create, and communicate with efficiency and effectiveness within the entire Calix customer ecosystem.The Manager of Education Services demonstrates understanding that:Customers who are highly engaged with Calix Education increase their knowledge, skills, and autonomy, supporting demand and lead generation, product renewals, and case deflection and can provide engaging education programs and the metrics to prove it.Reporting to the Regional Vice President of Customer Education, the Manager of Education Services performs the core duties listed above, and directly oversees those of the Senior Technical Trainers, including the following duties: Serves as a thought and people leader on the team, guiding and creating best practices for revenue generating projects.  Leads development of education product success measures, including reporting on revenue, quality, and usage in dashboards to serve as cross-functional business intelligence and education lead generation.Owns internal quality processes, managing projects and workstreams for revenue generating products and team initiatives. Initiatives may include Finance, Quality and Compliance, Organizational Reporting, Partner Education, Support Queue Management, and Team Project Management functions.Demonstrates a critical eye for process improvement and a proven ability to create and drive change. Builds strong internal partnerships and initiatives that increase trust in education services at senior and executive levels within the organization.  Collaborates with RVP and leads initiatives for scaling instructor-led customer education program and strategy, including the development of a cross-functional customer and subscriber education ecosystem.  Serves as a subject matter expert in Workforce Education methodologies, assessment, and industry best practices. Plans for and presents at large company and customer events.Develops and provides Premier Success Enterprise customer “white glove” programs.Applies instructional design best practices and methodologies for optimizing the modern learning organization with scalable tools, including rapid development methods, platform extensions, VR/AR and mobile-friendly content, and effective SME partner utilization within an outside of Calix. Experience 10+ years of technical instructional design and educational product development, including certification.Strong knowledge of Calix product and platform features, capabilities, and best use; ability to apply wide variety of concepts, practices and procedures. Able to articulate value of the platform, including cross-cloud integrations.  Knowledge of Calix competitive landscape and technical ecosystem. Expert project management and program delivery. Confidently delivers customer feedback and product enhancements to internal product and engineering teamsCompetencies Skilled/DemonstratedBA/BS (or equivalent) degree required, Masters or equivalent professional development, including PMP, preferred.As a seasoned, expert member of the team, the Manager, Course Development performs their role with very infrequent supervisor check-ins:Performs highly complex tasks and delivers the role with expert judgment.Typically, is known as an expert and team role model.They work very comfortably with executives at key customer engagement.Often acts in an advisory capacity in the Calix community.Proposes improvements to processes and works with management to implement those improvements, as a project team member or lead on multiple projects.Proven competencies:Customer FocusManages AmbiguityCollaboratesTech SavvyDrives ResultsAction OrientedCommunicates EffectivelyNimble LearningDrives EngagementCultivates InnovationCompensation will vary based on geographical location (see below) within the United States. Individual pay is determined by the candidate's location of residence and multiple factors, including job-related skills, experience, and education.For more information on our benefits click here.There are different ranges applied to specific locations. The average base pay range (or OTE range for sales) in the U.S. for the position is listed below.San Francisco Bay Area Only:145,200.00 - 217,900.00 USD AnnualNational Major Cities plus, CA, CO, NY Metro area:126,300.00 - 189,500.00 USD AnnualRegional plus NY:113,700.00 - 170,600.00 USD Annual