Senior Customer Success Program Manager

JOB SUMMARY 

Code.org is seeking a Customer Success Program Manager. You will be part of the team that crafts the website, tools and platform that provides the most popular K-12 Computer Science curriculum to students and educators around the world. Specifically, you will own the entire customer success experience using a variety of channels to connect 1:1 with our passionate teachers and help address their questions, resolve their issues, and hear their feedback about our offerings. You will act as the “voice of the customer” by identifying, synthesizing and championing needed new product initiatives and issues that need addressing from the perspective of customer success.

DUTIES AND RESPONSIBILITIES

In this role, you will:

• Connect with teachers, administrators, and parents with questions on Code.org’s offerings via 1:1 support and community forums

• Continue our standard for outstanding customer success experience - breaking the mold of preconceived notions on contacting support and what that entails for a user

• Oversee and lead the day to day work of customer support staff, including potentially contractors

• Collect and synthesize feedback from our base of millions of teachers and students worldwide using a variety of proactive and reactive feedback sources

• Act as the “voice of the customer”, advocating on behalf of teacher and student feedback in terms of what features we build, and what issues we address

• As part of the Product team, collaborating closely with product managers to provide regular updates on “Voice of Customer” themes

• Define the metrics for customer success at the organization, actively monitoring these success metrics and adjusting existing processes / crafting new processes to solve new and long-standing user-facing issues

• Proactively anticipate future support needs with seasonal influxes of site traffic and new product launches

• Identify critically important / showstopping issues reported by our users, and properly raise to engineering teams, along with tracking longstanding but non-urgent issues

• Help refine our support team processes, ex. writing new “stock answers” through collaboration across teams (ex. Curriculum, Advocacy, Teacher Training, Marketing)

• Direct the writing of new walkthroughs accompanying new product launches - including for mass emails to millions of teachers

• Help drive one of the biggest movements in K-12 / CS education!

We provide an encouraging environment that moves quickly, but also allows for experimentation and acknowledges that mistakes are part of the learning process.

EXPERIENCE & QUALIFICATIONS

We seek candidates who have:

• A bachelors degree, and 3+ years of customer success / support experience

• Experience working with a support ticketing platform (e.g. Zendesk)

• Passion for helping others, and delighting our users with your compassion, elaborate accuracy, and timeliness of support

• Experience supervising the work and tasks of others

• Keen eye for content that could be deemed inappropriate / offensive / unsafe for classroom settings

• Excellent personalized communication skills to connect with teachers with a range of tech savvy know-how, and/or frustrated users wanting immediate assistance

• Excellent written communication skills to help organize, synthesize, and advocate for “voice of customer” features and issues to address

• Ability to “see the forest for the trees” and identify common denominators between seemingly unrelated issues, and find solutions to interconnected problems

• Experience using data to make decisions, particularly with user research

We prefer candidates who also have:

• Background in writing / creative writing / storytelling (please send writing samples!)

• Experience working with UI/UX design

• Teaching or volunteering experience in K-12 classrooms

• Written communication skills in other languages beyond English

• Work experience or skills at the ~12th grade level in any of the following programming languages: Javascript, Java, HTML/CSS

In addition, candidates must:

• Be a U.S. Citizen or Permanent Resident

• Pass a pre-employment background check

• Be willing to travel a minimum of two times per year for team events 

WHAT IS THE INTERVIEW PROCESS LIKE?

Step 1: Informational Interview / Technical Screening - learn more about the role and share your experience (~45 minutes) Step 2: Interviews with several members of the Code.org team (~ 4 hours) Step 3: Final Interview (1 hour) Step 4: Reference Checks 

All interviews are currently being conducted virtually via Zoom

TO APPLY

Our team will review all applications on an ongoing basis and if we believe your qualifications would make a great fit, we'll contact you to schedule an informational interview.

COMPENSATION & BENEFITS PACKAGE

The expected salary range for this position is $90,000 - $100,000. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, and skillset.