Manager, CX Training

About the Company:

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

The Role You'll Play

Lead, coach, and develop the CX Training team responsible for creating, delivering, and managing internal and external training programs, certifications, and learning resources.

• Own the strategy, roadmap, and day-to-day execution of CX training and certification programs for customers and internal teams, aligned to business goals and CX priorities
• Build scalable learning solutions that strengthen customer adoption, product proficiency, employee onboarding, and ongoing enablement across a growing CX organization
• Establish and continuously improve team processes, standards, and operating rhythms to increase efficiency, content quality, and the overall learner experience
• Partner with CX leadership, Product, and Product Marketing to identify training needs, prioritize initiatives, and support product and process changes
• Use data, learner feedback, performance metrics, AI tools, and industry best practices to evaluate effectiveness and improve programs over time
• Manage training tools, systems, and workflows, including learning management platforms and certification processes
• Ensure training content stays accurate, engaging, accessible, and aligned with product updates, customer needs, and business objectives
  
  

The Experience You’ll Bring

• Proven people management experience, with a track record of coaching, developing, and leading high-performing teams
• Demonstrated experience building, scaling, and leading training, enablement, or customer education programs in a SaaS or technology environment
• Experience designing and improving team processes, reporting mechanisms, and quality standards that increase efficiency and program impact
• Strong understanding of instructional design principles, adult learning methodologies, certification programs, and scalable learning strategies
• Experience using data, learner feedback, training analytics, and AI tools to measure program effectiveness and improve learner outcomes
• Ability to translate complex software, product, or process concepts into clear, engaging learning experiences for internal and external audiences
• Strong project and stakeholder management skills, with the ability to manage multiple priorities, timelines, and cross-functional partnerships
• Experience using learning management systems, content authoring tools, certification platforms, and reporting tools to manage and optimize training programs
  
  

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $70,000 to $95,000. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.