Senior Manager, User Education

Job Description

We’re looking for a Senior Manager, User Education with a range of experience directing teams that support SAAS products. As a leader in our User Education team, you’ll provide day-to-day and strategic leadership for a fun, vibrant, and hard-working team of Technical and UX writers. If you’re a leader who focuses on customer and company success, while paying close attention to the wellbeing of the team, we’d love to hear from you.

You’ll work closely with our Product management, Design, Software development, Customer support and other teams to ensure that our customers have the information they need to be successful with Hootsuite. We’re on a mission to make it easy for Hootsuite customers to become social marketing experts. While based in Hootsuite’s Vancouver office (post COVID19) or remotely across USA West, you will report to the Senior Director, User Education

WHAT YOU’LL DO:

• Develop the User Education discipline at Hootsuite and drive our strategy to build and improve our Help Center and in-product help experience.
• Create a team charter, define roles, and drive recruitment for User Education.
• Lead, mentor, and grow a global team of Technical and UX writers.
• Develop, iterate on, and drive our product content strategy across multiple audiences, always with a clear execution plan and timely reporting.
• Partner with other teams at Hootsuite to ensure that user education is a core tenet of Hootsuite’s software development lifecycle.
• Deliver on a global unified content strategy that supports the complete Hootsuite customer journey, ensuring that customers have the information they need to successfully use Hootsuite and grow their social media marketing expertise. Measure the effectiveness of our content, iterate, and improve.
• Create simple, approachable, modern, and conversational content that enables customers to self-solve their problems across all channels.
• Partner with the customer support organization to ensure that leading drivers of “how-to” questions are answered and discoverable through content.
• Partner with the Hootsuite Academy team to ensure that we have complementary paid training and certification offerings that together, combined with product documentation, offer an end-to-end solution to adopt Hootsuite’s products and improve our end customer’s social maturity and effectiveness.
• Establish a direct feedback loop with customers to prioritize and validate content decisions.
  

WHAT YOU’LL NEED:

• Extensive of experience in progressive User Education roles including at least two years of SAAS focus. You bring experience directing teams that serve a global audience. Experience managing or writing for a mix of audiences from consumer and small business to Enterprise. Experience with content that supports developers is a plus.
• You are creative and passionate about modern, conversational, mixed media content and have a varied portfolio that showcases this.
• You have experience with measuring and improving the performance and effectiveness of content, including SEO, solving for top customer issues, and driving up quality.
• We’re helping customers who want to support and drive their business with social. A background in business-focused social media is a plus.
• Deep experience with XML-based publishing tools and industry-standard Content Management Systems (CMS).
• You are comfortable with a fast-paced environment, able to adapt and help others evolve their work and roles.
• Accountability: holds self and others accountable to meet commitments,
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs,
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results,
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions,
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs,
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities.
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action,
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects,
• Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
• Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision.
• Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team.

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Share our values: We champion the power of human connection. We’re united globally by our shared values of innovation, grit, humility, and passion for customer success.

Make an impact: Working at the speed of social, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.

Learn and grow: We’re committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities. Our employees are teachers and learners who work out loud and share their knowledge to enhance each other’s growth.

We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. Our purpose is to champion the power of human connection and the heart of connection is inclusion. You belong here.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-TG1