Senior Manager, Product Learning Experience

Loftware External • Portsmouth, NH

13h • Hybrid

About The Position

At Loftware, It’s all right there — the scale, the expertise, and the opportunity to grow your career in a business-critical industry. Job Title: Senior Manager, Product Learning Experience Location: Portsmouth, New Hampshire (hybrid), Remote (U.S.-based candidates working EST hours), Reading, United Kingdom (hybrid or remote) or Šenčur, Slovenia (hybrid) Please note: Visa sponsorship is not available for this role. Role Description: The Product Learning Experience Manager designs and executes product learning for employees, customers, and partners. This role blends product training and documentation into a modern learning experience. The ideal candidate is a strategic thinker with leadership experience and passionate about delivering top-notch user education. They should have a strong understanding of SaaS products and a proven track record of managing global, cross-functional teams effectively.

Requirements

• 7+ years of experience in technical writing, instructional or educational design, or a related field, with 5+ years in a leadership role.
• Strong understanding of SaaS products and user education best practices.
• Exceptional written and verbal communication skills, with the ability to simplify complex technical concepts.
• Proven track record of managing global teams in a high-growth environment.
• Experience with content management systems (CMS), learning management systems (LMS), and documentation tools.

Nice To Haves

• Familiarity with instructional design methodologies and e-learning tools (e.g., Articulate, Adobe Captivate).
• Background in customer education or product training.
• Data-driven mindset with experience using analytics to measure content effectiveness.
• Bachelor’s degree in a relevant field (e.g., Communications, Education, Computer Science).

Responsibilities

• Develop and execute a unified vision and strategy for product education and documentation to support Product, Sales, and Customer Success goals.
• Align team priorities directly in support of Product Management roadmap and new releases, and collaborating with Sales and Customer & Technical Support teams to serve both external users and internal employees.
• Lead the provision of internal product training, collaborating with People Operations to support onboarding and ongoing education initiatives.
• Define, communicate, and deliver an operational plan leveraging OKRs and KPIs.
• Champion innovation and operational excellence to maintain high standards of quality and usability.
• Manage, mentor, and develop a diverse team of technical writers, education instructors, content developers, and learning specialists.
• Foster a collaborative, innovative culture that prioritizes user-centric outcomes and encourages cross-team cooperation.
• Streamline processes to eliminate duplication, enabling scalable solutions across regions, products, and user bases.
• Monitor team performance and implement strategies for professional growth and skill development.
• Act as the primary contact for internal stakeholders on documentation and education initiatives.
• Represent the team in cross-departmental meetings, with particular alignment with product roadmaps and go-to-market strategies.
• Gather and act on feedback from customers, support teams, and partners to improve resources and user experiences.
• Incorporate the use of AI into our delivery mechanisms.
• Lead the development and delivery of our online learning platform, The Academy.
• Manage technical documentation and user manuals.
• Ensure resources are accurate, up-to-date, and accessible online.
• Collaborate with Product Managers to document new features and develop new training courses.
• Create engaging and effective e-learning content including use of new technology to meet user needs.
• Use data and user insights to improve courses and delivery methods

Benefits

• We offer comprehensive training to all employees and place an emphasis on employee development.
• At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture.
• We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status.
• We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level