Manager, Education Services

| Austin

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2019 "Best Place to Work" in Austin, is looking for a seasoned professional to lead the day to day operations of the Education Services team to ensure effectiveness, efficiency, and scalability including building reporting and managing team metrics using SFDC.

What You’ll Do

  • Recruit, manage, motivate, and coach the team to maximize their individual potential and professional growth as well as the ability to function effectively as a team.
  • Build a culture of accountability and urgency by transparently leveraging metrics and reporting to drive the right behaviors.
  • Enforce repeatable processes and best practices that consistently deliver a world-class educational experience. Managing training action plans with enterprise merchants, agency partners, Professional Services, and sales before, during, and after learning sessions.
  • Work with the L&D and Professional Services teams to manage scheduling and administration of training - including Learning Management System administration - for BigCommerce customers who have purchased Education Services packaged offerings
  • Lead our team of trainers providing new hire and continuing education to BigCommerce staff on processes, product, competitive knowledge, and soft skills necessary to achieve success 
  • Effectively manages team members, including training specialists and eCommerce Growth Coaches, to ensure team objectives and delivery goals are being carried out
  • Displays extensive working knowledge of industry standards and practices, including product details and company services offered
  • Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
  • Monitors department issues and merchant complaints to define patterns and work to lessen those recurring issues
  • Regularly audits work being done and customer service being provided to ensure all standards are met and that all services are carried out effectively, correctly, and thoroughly
  • Evaluate learning content and make recommendations about best delivery models
  • Maintain a thorough understanding of the BigCommerce platform features, benefits and differentiators
  • Establish and maintain excellent working relationships with all key stakeholders; in particular Professional Services, Sales, and Agency partner teams
  • Continuously discover and implement new learning techniques and industry best practices to maximize efficiency and drive learning through engaging, instructive, and professional training
  • Works closely with, mentors, develops and coaches L&D trainers via in-person meetings and remotely monitors performance metrics
  • Provides input to the Director of Learning & Organizational Development on employee performance, individual struggles, unique strengths, and overall morale; provide reporting and analysis on key performance metrics on a weekly and monthly basis
  • Active participant in interview team for new team members as needed

Who You Are

  • 3 years experience in leading teams in an Enterprise software or SaaS organization.
  • 5-7 years combined experience in SaaS platforms; ideally with a focus in one or more of the following areas: product training (strongly preferred), customer service, content creation, development, or instructional design
  • Ability to evaluate, measure, mentor, transform and inspire a diverse existing team 
  • Bachelor’s degree in Education, Computer Sciences, Instructional Design, or equivalent experience preferred
  • Be passionate in helping team members grow and succeed
  • Own the client experience and outcomes, and inspire and hold team members accountable to the same.
  • Build intra-company relationships to address challenges and take advantage of opportunities.
  • Communicate effectively to all levels of the business verbally and in writing
  • Be well-spoken and provide concise and appropriate feedback to the leadership team that results in greater efficiency and understanding
  • Demonstrated success leading corporate software training programs
  • Orientation to consistent, high-quality execution
  • Passion for creating and delivering training content that utilizes cutting-edge adult learning theory methodologies and best practices
  • Confidence and courage to work with all internal and external stakeholders; from C-Suite to individual contributor
  • Excellent organizational skills (i.e. particularly with regard to managing your projects and time independently in ambiguous and/or rapidly changing environments)
  • Ability to work with and coordinate demands from multiple internal stakeholders in a fast paced, dynamic environment
  • Willingness to travel (25%)- Globally

Diversity & Inclusion at BigCommerce
We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

We're downtown at: 211 E 7th St Suite 500, Austin, TX 78701. We also have an amazing office in NW Austin: 11305 Four Points Drive, Austin TX 78726.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

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