Sr. Digital Customer Education Specialist, Premium & Paid Programs

Job description

*Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.* **AI at BambooHR:** At BambooHR, we believe in leveraging cutting-edge technology to empower people and transform HR. We’re actively integrating AI into our solutions and workflows to enhance efficiency and drive innovation. To that end, we’re looking to our existing team members and future hires to share this forward-thinking mindset: individuals who are curious about AI’s potential, eager to learn and adapt, and ready to explore how intelligent tools can elevate their work along with BambooHR’s impact on setting people free to do great work. Join us in reimagining the future of HR! **Essential Job Duties** The Sr. Digital Customer Education Specialist defines and owns BambooHR's market-facing premium and paid HR education programs — including certifications, cohorts, and workshops — and serves as a standards-setter for instructional design and facilitation excellence across the Digital Customer Education team. This role shapes the topic roadmap and SME strategy across HR practice areas such as compliance and performance management, as well as AI fluency and AI workforce strategy, and owns outcomes across the full program lifecycle — discovery, design, delivery, measurement, and iteration. It architects complex, behavior-changing learning experiences that build durable customer capability, reduce friction, accelerate time-to-value, and improve adoption and self-service outcomes. The Sr. Digital Customer Education Specialist facilitates advanced customer-facing sessions (certification cohorts, webinars, learning labs, workshops) with expert-level presence and real-time adaptation, consulting and coaching senior HR practitioners in their own context, while mentoring teammates in facilitation craft, narrative clarity, and AI-enabled workflows. Working cross-functionally with Marketing, GTM, Customer Success, Product, and CX leadership, this role uses systems thinking and learning analytics to identify where education can create measurable customer value and influence commercial outcomes — lead generation, paid-program monetization, adoption, retention, and expansion — and shapes the education strategy and standards for these programs within the broader education roadmap. You will: - Define and own the premium and paid HR education portfolio end-to-end, from customer discovery and scope recommendation through delivery, measurement, and iteration. - Shape the topic roadmap and SME strategy across HR practice areas and AI capability, including which topics warrant paid programs, certification, or premium content. - Lead major education programs and flagship learning experiences with measurable outcomes tied to customer value, adoption, self-service, and customer success, and to the commercial outcomes the programs are intended to create. - Define the learning approach for assigned complex topic areas, product areas, or journey stages, including goals, program and certification architecture, sequencing recommendations, and measurement plans. - Lead cross-functional delivery for flagship programs (scope, dependencies, stakeholder alignment, launch readiness, and post-launch iteration). - Design the call-to-action and conversion approach for education experiences with Marketing and GTM, and proactively surface opportunities where education can generate leads or create new and expanded revenue. - Create reusable templates, playbooks, and best practices that raise quality and consistency across the team, and hold quality, consistency, and accuracy as paid programs scale. - Mentor Specialist I/II team members through feedback, reviews, co-facilitation, and coaching. - Design multi-layered learning experiences that drive behavior change and adoption through practice, reinforcement, and learner-centered progression. - Build and direct the SME model — recruiting, briefing, and leveraging internal and external experts — and translate expert knowledge, research, and HR domain expertise into structured, scalable curricula: objectives, session plans, exercises, assessments, job aids, facilitator guides, digital courses, and video. - Host and facilitate complex customer sessions with advanced instructional presence, clarity, empathy, and real-time adaptation, consulting and coaching senior practitioners live. - Ensure learning aligns to customer goals, product expectations, and journey context; adjust delivery based on questions and sentiment. - Use AI to redesign how programs are researched, designed, produced, delivered, and operated, and build reusable workflows and prompt libraries that improve quality and velocity across the team. - Lead AI experimentation for segmentation, personalization, and optimization for owned programs. - Evaluate emerging AI tools and recommend integration opportunities that improve effectiveness and measurable outcomes, and set standards for accurate, responsible use. - Use analytics and experimentation to improve timing, modality, content clarity, and learning effectiveness through iterative testing. - Partner with Journey Operations to recommend signal-based education interventions and education-led solutions to adoption blockers. - Translate customer learning insights into actionable recommendations for Product, Product Marketing, and Digital Service experiences. - Represent education in strategic conversations with Marketing, GTM, Product, Product Marketing, Support, and CX leadership; influence decisions through insight, data, and narrative clarity. - Align stakeholders on learning goals, constraints, and success measures for owned programs; communicate risks and tradeoffs clearly. **What You Need to Get the Job Done** - 5+ years of experience in customer education, enablement, instructional design, or digital learning (or equivalent practical experience), including material ownership of revenue-generating education — premium content, paid programs, certification, cohort learning, or professional services — from discovery through delivery and measurement. - Expert-level facilitation skills with real-time adaptation and strong customer-facing presence, including consulting and coaching credibility with senior HR practitioners. - Advanced instructional design and adult learning expertise with a track record of behavior-change outcomes and of turning SME knowledge and research into scalable curricula. - Depth or demonstrated ability to build depth in HR practice areas such as compliance and performance management, plus fluency in AI capability and AI workforce strategy topics. - High applied AI fluency with a demonstrated ability to redesign programs, workflows, and delivery models using AI — not only to accelerate production — and to evaluate AI outputs for accuracy and fit. - Commercial and GTM partnership: understands customer expectations, scope, positioning, and how education generates leads and creates measurable business value. - Strong systems thinking, synthesis, and narrative clarity; ability to influence cross-functional, Marketing, and GTM leaders. - Demonstrated ability to mentor others through feedback, coaching, and standards-setting. - Bachelor's degree or equivalent practical experience required. **What Will Make Us REALLY Love You** - Experience designing lifecycle-triggered learning and in-product education experiences. - Experience with learning analytics, experimentation frameworks, and connecting education outcomes to adoption metrics. - Experience creating reusable playbooks/standards that scale quality across a team. - Experience designing or owning certification or credentialing programs. - Experience in HR, HR technology, people consulting, talent development, or workforce transformation. - Experience with responsible AI, organizational AI adoption, change management, or AI governance. - Experience in SaaS or another fast-moving, customer-facing technology environment. **What You'll Love About Us** - A [Great Company Culture](https://www.greatplacetowork.com/certified-company/5003334) that has been recognized by multiple organizations like [Inc](https://www.inc.com/profile/bamboohr), and [Salt Lake Tribune](https://topworkplaces.com/company/bamboohr-llc/saltlake/) - Comprehensive health, life, and disability insurance - Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life - 401k plans with up to 6% company match - $2000 Paid-Paid Vacation bonus - EAP through Headspace - Check out all our [benefits that benefit you](https://www.bamboohr.com/careers/benefits) **About Us** At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective. We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office. What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you. [](http://www.greatplacetowork.com/certified-company/5003334) ***BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know.*** ***BambooHR is An Equal Opportunity Employer--M/F/D/V******Because our team members are trusted to handle sensitive information, we require all candidates that receive and accept employment offers to complete a background check before being hired.*** ***For information on California Privacy Policy, [click here](https://www.bamboohr.com/legal/california-privacy-notice).*** ****Our process utilizes AI as an assistant to efficiently process and analyze candidate data. Recruiters and hiring managers maintain full oversight and accountability, ensuring that all final selection and rejection decisions are human-made and based solely on objective job qualifications. Please see our [General Privacy Notice](https://www.bamboohr.com/legal/privacy-policy) and [California Privacy Notice](https://www.bamboohr.com/legal/california-privacy-notice) for more details.**** ***See our [AI Guidelines for Candidates](https://www.bamboohr.com/about-bamboohr/careers/ai-guidelines-for-candidates) for details on how BambooHR uses AI in recruiting, how we expect candidates to use AI, and what is not allowed.***