New

Senior Manager, Customer Education

Cox
$108,800.00 - $181,400.00 / yr
parental leave, paid time off, paid holidays, 401(k)
United States, Vermont, Burlington
Jul 09, 2025
The Senior Manager, Customer Education is responsible for leading the design and implementation of the learning strategy and curriculum supporting Cox Automotive Dealer Clients. This includes creating a blueprint for Customer Education to support the learning needs of customers as they move through change management of existing processes and implementing new platforms and technology. This role will define success metrics to determine customer proficiency with solutions, create training curriculum and content for customers, and where appropriate, internal audiences, execute learning events, and develop a plan for ongoing product-based learning. This role will work with subject matter experts and build cross-functional relationships across CAI to gather content and best practices, identify key processes and knowledge required for success and then translate that information into a training solution for Cox Automotive customers. The Senior Manager will direct the activities of Instructional Designers, as they pursue departmental quarterly goals and objectives and special projects. The Senior Manager will evaluate performance and develop team members. The Senior Manager regularly collaborates with leaders across support and implementation to identify new training needs and opportunities, recommend learning and development solutions targeted to solve business problems, and support organizational objectives for business growth. They will be familiar with how to develop instructor led training, online remote training, online self-paced training, training videos, as well as other creative methods for delivering training content. This role will manage the implementation and ongoing maintenance of the client LMS. The candidate will also be responsible for training delivery and measurement, i.e. knowledge checks, quizzes, and testing as well as interpreting the validity and reliability of the assessment methods. Under the direction of the Senior Director of Learning and Development/Training, this individual will collaborate with peers and direct reports to capture feedback and results from training programs and ensure feedback from stakeholders and learners is incorporated into future training, lesson plans, and other deliverables. This includes feedback from external clients and internal team members from Client Operations. The ideal candidate is an experienced leader with a track record of building high-performing teams, leading and coaching other people-leaders, developing individual team members, and implementing successful change management strategies. This leader is knowledgeable in adult learning theory and corporate training, a fast learner, a self-starter, and a team player. What You'll Do Recommends course design, technology, and instructional delivery methods. Manages professional employees, which may include Instructional Designers who create learning content, and Trainers who facilitate the delivery of this content. Engages with business partners and identified subject matter experts to create and/or oversee the creation of training project plans, curriculum, and materials to address client training needs and capability gaps. Manages relationships across various teams and locations for the design, delivery, and implementation of training to external audiences. Manages the Client Learning Management System (Docebo) Creates strategic vision and drives execution of client-based training programs. Attends readiness/go-to-market meetings across the organization to stay informed of upcoming initiatives and product releases that may require learning solutions. Work cross-functionally to align materials with direction of product, legal, marketing and other key stakeholders. Reviews and evaluates new project requests and leads backlog reviews, determining the priority of each project and ensuring appropriate assignment of resources. Monitors Learning & Development across the industry to identify advances and trends that may benefit the company, and stays current on best practices in corporate training, change management, and emerging learning technologies. Negotiates and manages services and costs with external providers and consulting companies. Partners with the technology and analytics lead to develop the analytics strategy for the department. Assesses the effectiveness of the training programs and evaluates the performance of the development and delivery teams and the results achieved by the learners. Participates in creating and presenting Quarterly Team Meeting presentations to the department, and strategy presentations to executives. Partners with the Knowledge Management team to ensure consistency between what is trained in the classroom and the on-demand resources available to trainees. Provides additional design support as needed, including creating curriculum, designing web-based training, and creating content. Location: Qualified candidates must reside in one of the following locations: Atlanta, GA Burlington, VT Kansas City, MO Mission, KS North Hills, NY Travel: Up to 15% annually, as needed What's In It For You At Cox, we reward your hard work with meaningful benefits. First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You'll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more. Who You Are Minimum Bachelor's degree in related discipline (Human resources, Organizational Development, Instructional Design, Education, etc) with 8 years of experience in a related field (marketing, commerce analytic experience, etc.). The right candidate could also have a different combination, such as a master's degree and 6 years' experience; a Ph.D. and 3 years' experience in a related field; or 12 years' experience in a related field. 3 plus years of experience in management or leadership role Working knowledge of adult learning theory and best practices Skilled in project management and change management practices and initiatives Leads with vison, painting a clear picture of the purpose and strategy of each initiative, demonstrating the benefits and gaining buy-in from direct reports and stakeholders. Demonstrated success working across multiple business lines/departments in support of strategic initiatives Open-minded, flexible, adaptable to change, and a strong team player Ability to proactively identify issues that may impact success of customers and resolve through creation of educational materials Critical Thinking skills to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Must be able to prioritize work daily and be comfortable with minimal oversight in a fast-paced environment Outstanding written and verbal communication skills and the ability to communicate clearly and persuasively with all levels of the organization, including executives Self-motivated with critical attention to detail, deadlines, and reporting Able to treat confidential material appropriately Strong knowledge of the automotive industry and/or Cox Automotive Retail Solutions Preferred Experience in corporate training Experience leading people leaders and individual contributors Deep understanding of automotive dealership processes and key CAI software solutions e.g. vAuto, DealerTrack, Xtime, etc. Advanced degree in Human Resources, Organizational Development, Instructional Design, Education, etc. USD 108,800.00 - 181,400.00 per year Compensation: Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.