Director of Customer Education

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