Senior User Education Manager

Murmuration, a non-profit organization dedicated to empowering community-focused organizations through data, digital tools, and research-driven insights, seeks a Senior User Education Manager to lead user education and in-platform user communications for its SaaS platform. This platform empowers partners to drive impact in their communities by facilitating civic engagement.

As the Senior User Education Manager, you will play a crucial role in ensuring our partners can effectively utilize the platform. You will develop and execute a comprehensive user education strategy, creating and optimizing learning experiences across various channels, including a help center, in-app guides, and a chatbot. You will collaborate with cross-functional teams to identify knowledge gaps, translate user needs into actionable recommendations for platform usability improvements, and ensure clear and consistent communication about the product both internally and externally. You’ll also coordinate in-platform communications, balancing user experience with internal requirements. This role requires a strong understanding of user education principles, excellent technical writing skills, and a passion for civic engagement.

Responsibilities:

• Develop and implement a multi-channel user education strategy.
• Create and maintain effective documentation and self-service learning resources.
• Advocate for user needs and drive platform usability improvements.
• Partner with internal teams to identify knowledge gaps and develop effective communication strategies.
• Manage in-platform communications, balancing user experience with internal needs.
• Support the Technology Division’s documentation processes and standards.

Qualifications:

• Bachelor’s degree (or equivalent work experience) with a focus on written communication.
• 5+ years of experience in technical writing, content strategy, or user education for software products.
• Exceptional technical writing skills and the ability to simplify complex concepts.
• Proven success collaborating with Support and/or Account Management teams to address user knowledge gaps.
• Experience documenting software features and functionality with Product, Engineering, and/or Support teams.
• Data-driven approach to content strategy improvement.
• Experience with documentation, ticketing, and knowledge management tools (e.g., Zendesk, Confluence).
• Strong project management and prioritization skills.
• Excellent interpersonal and collaboration skills.
• Passion for civic engagement and commitment to equity.

Preferred Qualifications:

• Knowledge of UX design and user research principles.
• Experience with content analytics and measuring documentation effectiveness.
• Background in instructional design or adult learning.
• Experience in customer success, support, or training.
• Experience with interactive learning platforms and agile development tools (e.g., Pendo, Jira).

Compensation and Benefits:

This full-time, remote position offers a competitive salary range of $90,000 – $120,000 commensurate with experience, and a comprehensive benefits package, including health, vision, and dental insurance (100% premiums covered), retirement benefits with employer match, flexible unlimited PTO, paid parental leave, and more. Murmuration is an equal opportunity employer committed to diversity and inclusion.

To Apply: https://apply.workable.com/murmuration/j/29BCA21BAE/