Director of Customer Education

Director of Customer Education

San Francisco, CA

Strategy & Operations /

Full-Time /

Remote

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Responsibilities:

• Ownership of north star metrics around customer education - time-to-value, activation depth, certification velocity, ticket deflection, and education''s contribution to NRR

• Stand up Loop Academy end-to-end - pick the LMS, design the information architecture, define the curriculum spine, and ship the first cohort of video walkthroughs and certification tracks personally before scaling a team behind it

• Ownership of all internal processes spanning instructional design, video production, written guides, in-product nudges, live cohorts and certifications - running it like a content studio

• Translate every product surface and every agentic workflow into the right format for how a restaurant operator actually learns - short-form video, written playbook, in-product nudge, cohort, or credential

• Partner with Product and AI Engineering to instrument education itself - what gets watched, where the drop-off lives, what converts to behavior change - and feed those signals back into both the curriculum and the product roadmap

• Build a certification program that operators carry into their next job - the equivalent of a HubSpot Academy or Trailhead credential, but for the restaurant industry. Build and run the contractor and agency stack - instructional designers, video producers, freelance studios - and own the unit economics of every minute of content shipped

Eligibility / Fit - You are most likely a strong candidate for this role if you:

• Have 6-10 years of experience owning customer education, learning or academy functions inside SaaS, AI, consumer internet or fintech companies - with at least one stint where you stood the function up from zero rather than inheriting an already-running engine

• Have personally written scripts, recorded videos, designed assessments and shipped certifications - not just managed people who do. The early miles of this role belong to the person who can do the work, not narrate it

• Have a sharpened point of view on the LMS landscape, the authoring stack, and the difference between training that ships and training that actually lands behavior change

• Think in metrics, funnels and dashboards - you have, at some point, made the case to a product team that education is a leading indicator of revenue, not a downstream cost center

• Have the ability to break fairly complex problems into smaller parts and build the necessary processes and systems around them

• Have exhibited leadership while also having operated as an IC across previous roles - comfortable with the player-coach reality of an early function for the first 12-18 months

• Have the ability to understand complex customer / business problems from the lens of business and can make tradeoffs and build for the right customer outcomes

• Demonstrate key cultural values of Loop across radical ownership, customer obsession and the ability to lose no time & move fast on solving problems.Have a strong hunger for personal growth and wish to build the kind of academy that becomes a category benchmark - as an operator or a future founder

$100,000 - $125,000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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