<div class="content-intro"> <p><strong>BigCommerce’s</strong> mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.</p> <p>We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been<a href="https://www.bigcommerce.com/company/awards/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.bigcommerce.com/company/awards/&amp;source=gmail&amp;ust=1636826476162000&amp;usg=AOvVaw37q9Ep99lII4U0l-jF58nG">recognized numerous times</a>for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.</p> </div><p> <strong>BigCommerce</strong> <span style="font-weight:400;">, named a 2023 "Best Place to Work" in Austin, is looking for a seasoned professional to lead the day to day operations of the Education Services team to ensure effectiveness, efficiency, and scalability including building reporting and managing team metrics using SFDC.</span> </p> <p> <strong>What You’ll Do</strong> </p> <ul> <li><span style="font-weight:400;">Key leader of the team training our BigCommerce team members, merchants, and partners.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Recruit, manage, motivate, and coach the team to maximize their individual potential and professional growth as well as the ability to function effectively as a team.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Build a culture of accountability and urgency by transparently leveraging metrics and reporting to drive the right behaviors.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Enforce repeatable processes and best practices that consistently deliver a world-class educational experience. Managing training action plans with enterprise merchants, agency partners, Professional Services, and Sales before, during, and after learning sessions.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Work with the LD and Professional Services teams to manage scheduling and administration of training - including Learning Management System administration - for BigCommerce customers who have purchased Education Services packaged offerings</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Monitors department issues and merchant complaints to define patterns and work to lessen those recurring issues</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Regularly audits work being done and customer service being provided to ensure all standards are met and that all services are carried out effectively, correctly, and thoroughly</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Establish and maintain excellent working relationships with all key stakeholders; in particular Professional Services, Sales, and Agency partner teams</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Continuously discover and implement new learning techniques and industry best practices to maximize efficiency and drive learning through engaging, instructive, and professional training</span></li> </ul> <p> <strong>Who You Are</strong> </p> <ul> <li><span style="font-weight:400;">3 years experience in leading teams in an Enterprise software or SaaS organization.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">3-5 years combined experience in SaaS platforms; ideally with a focus in one or more of the following areas: product training, or educational services (strongly preferred), customer service, content creation, development, or instructional design</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to evaluate, measure, mentor, transform and inspire a diverse existing team</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Bachelor’s degree in Education, Computer Sciences, Instructional Design, or equivalent experience preferred</span></li> <li style="font-weight:400;">Own the client experience and outcomes, and inspire and hold team members accountable to the same.</li> <li style="font-weight:400;">Build intra-company relationships to address challenges and take advantage of opportunities.</li> <li style="font-weight:400;">Communicate effectively to all levels of the business verbally and in writing</li> <li style="font-weight:400;">Be well-spoken and provide concise and appropriate feedback to the leadership team that results in greater efficiency and understanding</li> <li style="font-weight:400;">Orientation to consistent, high-quality execution</li> <li style="font-weight:400;">Confidence and courage to work with all internal and external stakeholders; from C-Suite to individual contributor</li> <li style="font-weight:400;">Excellent organizational skills (i.e. particularly with regard to managing your projects and time independently in ambiguous and/or rapidly changing environments)</li> <li style="font-weight:400;">Ability to work with and coordinate demands from multiple internal stakeholders in a fast-paced, dynamic environment</li> </ul> <p>#LI-LP1</p> <p>#INDSP</p><div class="content-conclusion"> <div><strong>Diversity, Equity Inclusion at BigCommerce</strong></div> <div></div> <div>Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.</div> <div> <p>We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.</p> <p>Learn more about the BigCommerce team, culture and benefits at<a href="https://careers.bigcommerce.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://careers.bigcommerce.com&amp;source=gmail&amp;ust=1636826476162000&amp;usg=AOvVaw1i9VWQWEAhF9ApJ85dGTh1">https://careers.bigcommerce.com</a>.</p> </div> </div>