Manager, CX Training

Playlist

23h

About The Position

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. The Role You'll Play Lead, coach, and develop the CX Training team responsible for creating, delivering, and managing internal and external training programs, certifications, and learning resources. Own the strategy, roadmap, and day-to-day execution of CX training and certification programs for customers and internal teams, aligned to business goals and CX priorities Build scalable learning solutions that strengthen customer adoption, product proficiency, employee onboarding, and ongoing enablement across a growing CX organization Establish and continuously improve team processes, standards, and operating rhythms to increase efficiency, content quality, and the overall learner experience Partner with CX leadership, Product, and Product Marketing to identify training needs, prioritize initiatives, and support product and process changes Use data, learner feedback, performance metrics, AI tools, and industry best practices to evaluate effectiveness and improve programs over time Manage training tools, systems, and workflows, including learning management platforms and certification processes Ensure training content stays accurate, engaging, accessible, and aligned with product updates, customer needs, and business objectives

Requirements

Proven people management experience, with a track record of coaching, developing, and leading high-performing teams.
Demonstrated experience building, scaling, and leading training, enablement, or customer education programs in a SaaS or technology environment.
Experience designing and improving team processes, reporting mechanisms, and quality standards that increase efficiency and program impact.
Strong understanding of instructional design principles, adult learning methodologies, certification programs, and scalable learning strategies.
Experience using data, learner feedback, training analytics, and AI tools to measure program effectiveness and improve learner outcomes.
Ability to translate complex software, product, or process concepts into clear, engaging learning experiences for internal and external audiences.
Strong project and stakeholder management skills, with the ability to manage multiple priorities, timelines, and cross-functional partnerships.
Experience using learning management systems, content authoring tools, certification platforms, and reporting tools to manage and optimize training programs.

Responsibilities

Lead, coach, and develop the CX Training team responsible for creating, delivering, and managing internal and external training programs, certifications, and learning resources.
Own the strategy, roadmap, and day-to-day execution of CX training and certification programs for customers and internal teams, aligned to business goals and CX priorities.
Build scalable learning solutions that strengthen customer adoption, product proficiency, employee onboarding, and ongoing enablement across a growing CX organization.
Establish and continuously improve team processes, standards, and operating rhythms to increase efficiency, content quality, and the overall learner experience.
Partner with CX leadership, Product, and Product Marketing to identify training needs, prioritize initiatives, and support product and process changes.
Use data, learner feedback, performance metrics, AI tools, and industry best practices to evaluate effectiveness and improve programs over time.
Manage training tools, systems, and workflows, including learning management platforms and certification processes.
Ensure training content stays accurate, engaging, accessible, and aligned with product updates, customer needs, and business objectives.