Senior User Education Manager

Summary

Join Murmuration as a Sr. User Education Manager and lead user education and in-platform communications for our SaaS platform. You will develop and optimize learning experiences, collaborate with various teams, and ensure clear communication. This role involves creating and maintaining documentation, advocating for user needs, and improving platform usability. You will work with Product Managers and Designers to build an effective platform for advocacy and political organizing. The position is full-time, salaried, and offers a comprehensive benefits package. It's based anywhere in the U.S. with a salary range of $90,000-$120,000.

Requirements

• Bachelor’s degree with an emphasis on clear written communication (Note: Work experience can be substituted for degree requirements)
• 5+ years of experience with technical writing, content strategy, and/or user education for software products
• Exceptional technical writing skills with a proven ability to simplify complex concepts
• Demonstrated success working directly with Support and/or Account Management teams to identify and close gaps in user knowledge and context, leveraging a range of strategies and tools
• Experience working directly with Product, Engineering, and/or Support teams to clearly document features and functionality
• Demonstrated success in using data to inform and improve content strategies
• Experience with documentation, ticketing, and knowledge management tools (e.g., Zendesk, Confluence)
• Strong project management and prioritization skills in a fast-paced environment
• Excellent interpersonal skills with ability to collaborate effectively across multiple teams
• Passion for civic engagement and commitment to equity

Responsibilities

• Develop and execute a comprehensive user education strategy across multiple channels (e.g., help center, in-app guides, chatbot, and more)
• Create and maintain documentation and self-service learning resources while continuously measuring and improving their effectiveness
• Advocate for user needs and translate insights into actionable recommendations that improve platform usability
• Partner with teams across the organization to identify knowledge gaps and opportunities, translate these insights into action, and develop effective communications to internal and external parties
• Coordinate inbound and outbound communications through the platform, balancing user experience with internal needs
• Support the Technology Division's documentation processes and standards, as well as help maintain internal knowledge management

Preferred Qualifications

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

Benefits

• Health, vision, and dental insurance with 100% of premiums covered for you and qualifying family members
• Retirement benefits with a 5% employer match
• A flexible unlimited PTO plan
• Generous paid parental leave
• Pre-tax commuter benefits
• A company laptop
• A flexible remote work environment
• A home office setup stipend for all new employees
• Monthly reimbursement for remote work expenses
• A yearly professional development fund
• Mental health and wellness benefits through Calm and Better Help
• Yearly in-person staff retreats
• A welcoming culture that celebrates diversity, equity, inclusion, and belonging