Success Education Manager, Course Development

As a leading member of the Calix Success Education team, you are responsible for data-driven design, development, delivery, evaluation, and evolution of Customer Success through our portfolio of 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 products, 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. 

In this role you are responsible for providing foundational and advanced broadband education for Calix Customers, employees, partners, prospects, and the public. 

The Success Education Manager, Course Development performs the core duties listed above, plus: 

• Serves as a thought and people leader on the team, guiding and creating best practices for revenue generating projects.  
• Owns internal processes, managing projects and workstreams for non-revenue generating projects. 
• Demonstrates a critical eye for process improvement and proven ability to create and drive change. 
• Has built strong internal partnerships and is trusted at senior levels within the organization.  
• Collaborates and often leads program strategy.  
• Acts as a subject matter expert in the Education Services discipline, methodologies, and best practices. 
• Exercises judgment and operates proactively, anticipating issues and averting them before they occur. 
• Presents at large company and customer events. 
• Applies instructional design best practices and methodologies for optimizing the modern learning organization with scalable people, processes, and tools, including rapid development methods, platform extensions, VR/AR and mobile-friendly content, and effective SME partner utilization. 
• Creates, measures, and balances revenue-generation program, eLearning course, and instructor-led class development.
• Oversees people leadership/professional development of all Course Developers. 

Experience: 

• 5+ years of technical instructional design or product development oversight. 
• Demonstrated telecom industry competencies, including knowledge of the pillars of broadband experience providers, support for their KPIs and additional metrics, and cybersecurity awareness. 
• 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 Calix learning experience platforms, including all integrations with 3rd party platforms.
• Knowledge of Calix competitive landscape and technical ecosystem. 
• Technical education product developemt and management including performance metrics.
• Expert project management and program delivery. 
• Confidently delivers customer feedback and product enhancements to internal product and engineering teams. 

Skills: 

• As a seasoned, expert member of the team the Success Education Manager, Course Development performs their role with very infrequent supervisor check-ins.  
• Performs highly complex tasks and delivers on role competencies with expert judgment. 
• Credible and reputable instructional design expert and team role model.
• Works very comfortably with executives at key customer engagement. 
• Acts in an advisory capacity in the Calix community.  
• Proposes improvements to revenue-generating and strategic processes and works with management to implement those improvements, as a project team member and/or lead on multiple concurrent projects. 
• Demonstrates expert written and verbal communication skills, executive level presence and experience in facilitation. 
• Demonstrates ability to build and grow strong trusted advisor relationships at a deep level. 
• Proven leadership experience in developing and managing high performing teams.
• Provides portfolio of courseware and assessments showcasing intermediate-to-expert level Articulate 360 design, development, delivery, and evaluation skills.
• Demonstrated Learning Administration Management/Learning Experience platform migration planning. 
• Provides executive-facing communications and planning in support of strategic goals. 
• Demonstrates AI-assisted design strategies for internal and external audiences. 

Education: 

• BA/BS (or equivalent) degree required, Master’s or equivalent via professional development preferred. 
• Proven success in role-based requirements demonstrated in prior on-the-job assignments. 

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