Program Manager
1 month ago
TITLE: Program Manager, Product Certification and Customer Documentation Nimble AMS
Job Summary:
We are seeking an experienced and dynamic Program Manager to lead the design, development, and implementation of our Product Certification Program and oversee the continuous improvement of our product documentation for customers and internal departments.
This is a hands-on role that requires both individual contributor and cross-departmental collaboration duties. In this role, you will work closely with senior leadership to define the vision and strategy for these critical programs. You'll work closely with subject matter experts (SMEs) across the organization to develop comprehensive and effective content in addition to executing on the deliverables yourself. You will be responsible for executing the strategy with minimal hands-on support.
You will be responsible for the design, planning, and implementation of customer, employee, and partner programs. Your efforts will empower our partner organizations, internal departments, and customers to successfully onboard and use our product, while ensuring our product documentation is clear, comprehensive, and user-friendly. This is an opportunity to lead and shape key programs that directly impact the success of our partners and customers.
Key Responsibilities:
Product Certification Program:
- Design and implement a comprehensive certification program for product organizations, customers, and employees, ensuring it aligns with company goals and industry best practices.
- Develop certification materials, including training modules, exams, and evaluation criteria, in collaboration with subject matter experts.
- Manage the certification lifecycle, including ongoing assessments, renewals, and updates to program content.
- Gather feedback and continuously improve the certification program.
- Track and report on the success of the certification program, including metrics on partner performance and customer satisfaction.
Product Documentation:
- Oversee the creation and maintenance of high-quality product documentation, including user guides, FAQs, knowledge-base articles, and tutorials.
- Collaborate with product managers, developers, and other stakeholders to ensure documentation is accurate, up-to-date, and aligned with product releases.
- Implement a process for regular reviews and updates to documentation based on customer feedback and product changes.
- Develop strategies to make documentation easily accessible and understandable for all user levels, from beginners to advanced users.
- Monitor documentation usage and customer feedback to identify areas for improvement and drive enhancements.
- Update, edit and write documentation as needed by collaborating with SMEs across the business.
Cross-Functional Collaboration:
- Work closely with product management, customer support, marketing, and sales teams to ensure alignment between the certification program, product documentation, and overall company objectives.
- Serve as the primary point of contact for both internal and external stakeholders regarding the certification program and product documentation.
- Translate and update technical documentation into content friendly for several audience types.
Leadership and Strategy:
- Leverage adult learning theory to design engaging and effective training materials.
- Ensuring strategic alignment of the certification, training, and documentation initiatives with business goals
- Define and communicate the vision and goals for the partner certification program and customer documentation.
- Manage the end-to-end execution of projects, from planning through to delivery, ensuring that deadlines and quality standards are met.
- Monitor and report on the effectiveness of training initiatives.
- Stay up to date with industry trends and best practices in enablement and instructional design.
- Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders.
Qualifications & Skills:
- Bachelor’s degree in a relevant field (e.g., Business, Education, Technical Writing, or related disciplines) or equivalent experience
- 5+ years of experience in program management, certification programs, product documentation, or a related role.
- Proven track record of successfully developing and implementing certification programs and/or improving product documentation
- Strong project management skills with the ability to manage multiple priorities and deadlines.
- Ability to work independently and take initiative while collaborating effectively with cross-functional teams.
- Strong understanding of adult learning theory and instructional designs with their application in training programs.
- Organized, detail-oriented, a proactive self-starter and problem-solver
- Ability to work with multiple staff in different time zones
- Ability to find clarity in ambiguity and complexity - and to communicate the clarity to diverse audiences with different technical knowledge
- Utilize technological tools to create and enhance all training materials incorporating content that increases training engagement and builds learner confidence in software use (including AI, videos, etc.)
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