Senior Program Manager, Support Learning

GitHub, Inc.

7h • Remote

About The Position

GitHub is where the world builds software and where the world’s best go-to-market professionals build what's next. Just as AI is transforming the way developer teams work, it is revolutionizing how support teams help their Customers resolve their challenges. This is your chance to lead the development of an enablement program to help GitHub’s support organization transition to an AI powered future. This individual will lead the design, execution, and evolution of high-impact skilling programs, driving adoption of AI-powered workflows, enhancing technical troubleshooting skillsets, and ensuring support engineers are equipped to deliver world-class customer experiences in a fast-evolving technical landscape. You will be part of the global Field Enablement team. You will partner closely with Product, Engineering, Enablement, Learning & Development, and cross-functional stakeholders to deliver training solutions that accelerate engineer onboarding, reduce ticket escalations, and improve key business outcomes. The successful candidate is a strategic and innovative enablement professional, passionate about capability building, data-driven continuous improvement, and evolving the Support function alongside advancements in AI and automation.

Requirements

• 7+ years experience in learning program management, training facilitation, instructional design or technical enablement
• OR Bachelor's Degree in Education, Technology, Business, Psychology, or a related field AND 5+ years experience in enablement or learning design
• OR Master's Degree in Instructional Design, Learning & Development, or a related field AND 3+ years experience in enablement OR equivalent experience.
• Experience developing, scaling, and measuring learning initiatives for technical support organizations.
• Experience working with learning management systems (LMS), enablement platforms, and digital learning modalities with deep understanding of support workflows, technical troubleshooting,
• Experience delivering onboarding, technical upskilling, soft skill programs, and/or learning content in large-scale or global environments.

Nice To Haves

• 9+ years experience in technical enablement, support learning, or related fields.
• Experience in Customer Support or Technical Support organizations within technology/SaaS companies.
• Delivered enablement programs to drive AI centred workflows and digital support experiences.
• Familiarity with GitHub, AI-powered support tools, and enterprise-scale learning programs.
• Experience with outsourcing support operations and managing enablement for vendor teams.

Responsibilities

• Define and lead the global learning and enablement strategy for GitHub Support focusing on technical, operational, and soft skill development.
• Reduce ticket escalations and improve urgent ticket resolution by maintaining a regular cadence of technical skill deep-dives and targeted learning experiences.
• Partner with data, operational, and leadership teams to define, track, and communicate enablement impact metrics
• Champion continuous improvement by soliciting feedback, tracking business impact, and adapting learning strategy as Support evolves.
• Develop and deliver ongoing enablement Program for AI-infused support workflows and tools, advancing support engineer proficiency and adoption of new technologies.
• Design and implement a scalable, verifiable onboarding program that accelerates ramp time for new support engineers including integrated certifications and assessments.
• Collaborate with Product and Engineering teams to deliver feature/product release readiness programs tailored for Support, minimizing post-launch support spikes.
• Build and maintain a knowledge base of on-demand learning content, leveraging platforms, and proactively update programs in response to org needs and new product launches.
• Lead the design, build and delivery of live enablement sessions & eLearning courses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees