CX Learning & Development Manager

The role

You will own how CX teams, customers, and partners learn the Benchling platform. You will build self-serve courses and learning paths and manage the learning platform.

What you will do

• Author courses and assessments focused on use and administration of the Benchling platform and features.
• Design and maintain the LMS content architecture across internal, customer, and partner personas.
• Leverage learner feedback, SME input, and product roadmap to decide content improvements.
• Develop scalable onboarding and continuous learning programs for CX roles.
• Deliver learning content via in-app guidance and help docs.
• Own the learning platform, including improvement roadmap and day-to-day administration.
• Use AI to shorten the path from idea to published course.
• Increase program effectiveness, completion, and engagement.
• Refine and execute on governance processes for eLearning content lifecycle management.
• Collaborate with colleagues to align LMS content strategy with the broader knowledge ecosystem.

Required qualifications

• 3+ years of experience in learning & development, instructional design, or enablement within a B2B SaaS company
• Demonstrated content development skills and a track record of designing and building end-to-end curriculum
• Experience working with engineering and product teams
• Experience with eLearning authoring tools (e.g., Articulate Rise 360, or similar) and assessment tools (e.g., Skillable, Questionmark, or similar)
• Hands-on experience using AI tools in content production
• Experience building learning metrics and using data to improve program effectiveness
• Experience administering an LMS or learning platform, or a willingness to learn and a demonstrated ability to pick up and administer new software platforms
• Proven project management skills
• Able to lead occasional live sessions for external audiences

Nice to have

• Vertical or Life Science SaaS preferred
• Docebo a plus
• A degree in a life science field (e.g., molecular biology, biochemistry, genetics), or equivalent experience enabling teams serving scientific industries or creating content for expert audiences
• Familiarity with KCS methodology or knowledge management best practices

Before you apply

• As part of your interview process, you'll complete a brief AI-focused exercise or discussion

About the company

Benchling is the AI platform for biotech R&D. Over 200,000 scientists around the world trust Benchling to power their most important work.