Senior Manager, Customer Education

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About the role

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. WHAT YOU'LL WORK ON As the Senior Manager of Customer Education, you will lead the strategy, development, and delivery of the programs and resources that help Qualia customers build proficiency, adopt our products, and achieve long-term value. You will oversee Qualia’s customer education ecosystem, including Qualia University, the Knowledge Base, customer-facing educational content, one-to-many programming, and one-to-one instructor-led training. You will also lead the growth of Qualia’s new paid customer training service, developing the programs, operating models, and delivery standards needed to scale training as a consistent and valuable professional service. This role will be responsible for creating a connected customer education strategy across self-service, digital, and live learning channels. You will ensure customers can easily find accurate, relevant, and role-specific education while helping the team prioritize the programs and content that have the greatest impact on customer adoption, proficiency, satisfaction, and long-term success. You will lead a multidisciplinary team responsible for customer content, knowledge management, digital learning, and customer training. You will partner closely with Product, Product Marketing, Customer Success, Support, Professional Services, Sales, Operations, and other stakeholders to translate customer needs, product changes, and business priorities into scalable educational experiences. This role requires strong people leadership, customer education expertise, content and knowledge management experience, operational rigor, and the ability to move comfortably between long-term strategy and hands-on execution. RESPONSIBILITIES • Lead a multidisciplinary team responsible for customer content, knowledge management, digital education, and instructor-led training and continue to foster the team’s strong culture of customer empathy, accountability, collaboration, creativity, operational discipline, and high-quality execution • Own the vision, strategy, roadmap, and operating model for customer education across Qualia with particular focus on how AI changes the practice of customer education at Qualia — production, delivery, personalization, assessment, and what needs to be taught at all. • Own the growth and P&L of Qualia's paid training program — pricing, packaging, margin, capacity planning, and sales enablement — and define the boundary between free and paid offerings. Partner with Sales, CS, and Finance on positioning, scoping, contracting, and fulfillment to hit annual bookings and utilization targets. • Create a cohesive education ecosystem that connects Qualia University, the Knowledge Base, customer-facing content, webinars, workshops, and instructor-led training • Oversee the development and maintenance of self-paced and instructor led courses, learning paths, certifications, knowledge articles, videos, job aids, release education, facilitator materials, and other customer-facing resources • Establish standards and operating processes for each of the team’s programs including quality assurance, content architecture, taxonomy and governance • Define and measure the success of each program, analyze program

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