Sr. Digital Customer Education Specialist, Premium & Paid Programs

About this role

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

AI at BambooHR: At BambooHR, we believe in leveraging cutting-edge technology to empower people and transform HR. We’re actively integrating AI into our solutions and workflows to enhance efficiency and drive innovation. To that end, we’re looking to our existing team members and future hires to share this forward-thinking mindset: individuals who are curious about AI’s potential, eager to learn and adapt, and ready to explore how intelligent tools can elevate their work along with BambooHR’s impact on setting people free to do great work. Join us in reimagining the future of HR!

Essential Job Duties

The Sr. Digital Customer Education Specialist defines and owns BambooHR's market-facing premium and paid HR education programs — including certifications, cohorts, and workshops — and serves as a standards-setter for instructional design and facilitation excellence across the Digital Customer Education team. This role shapes the topic roadmap and SME strategy across HR practice areas such as compliance and performance management, as well as AI fluency and AI workforce strategy, and owns outcomes across the full program lifecycle — discovery, design, delivery, measurement, and iteration. It architects complex, behavior-changing learning experiences that build durable customer capability, reduce friction, accelerate time-to-value, and improve adoption and self-service outcomes. The Sr. Specialist facilitates advanced customer-facing sessions (certification cohorts, webinars, learning labs, workshops) with expert-level presence and real-time adaptation, consulting and coaching senior HR practitioners in their own context, while mentoring teammates in facilitation craft, narrative clarity, and AI-enabled workflows. Working cross-functionally with Marketing, GTM, Customer Success, Product, and CX leadership, this role uses systems thinking and learning analytics to identify where education can create measurable customer value and influence commercial outcomes — lead generation, paid-program monetization, adoption, retention, and expansion — and shapes the education strategy and standards for these programs within the broader education roadmap.

You will:

• Define and own the premium and paid HR education portfolio end-to-end, from customer discovery and scope recommendation through delivery, measurement, and iteration.

• Shape the topic roadmap and SME strategy across HR practice areas and AI capability, including which topics warrant paid programs, certification, or premium content.

• Lead major education programs and flagship learning experiences with measurable outcomes tied to customer value, adoption, self-service, and customer success, and to the commercial outcomes the programs are intended to create.

• Define the learning approach for assigned complex topic areas, product areas, or journey stages, including goals, program and certification architecture, sequencing recommendations, and measurement plans.

• Lead cross-functional delivery for flagship programs (scope, dependencies, stakeholder alignment, launch readiness, and post-launch iteration).

• Design the call-to-action and conversion approach for education experiences with Marketing and GTM, and proactively surface opportunities where education can generate leads or create new and expanded revenue.

• Create reusable templates, playbooks, and best practices that raise quality and consistency across the team, and hold quality, consistency, and accuracy as paid programs scale.

• Mentor Specialist I/II team members through feedback, reviews, co-facilitation, and coaching.

• Design multi-layered learning experiences that drive behavior change and adoption through practice, reinforcement, and learner-centered progression.

• Build and direct the SME model — recruiting, briefing, and leveraging internal and external experts — and translate expert knowledge, research, and HR domain expertise into structured, scalable curricula: objectives, session plans, exercises, assessments, job aids, facilitator guides, digital courses, and video.

• Host and facilitate complex customer sessions with advanced instructional presence, clarity, empathy, and real-time adaptation, consulting and coaching senior practitioners live.

• Ensure learning aligns to customer goals, product expectations, and journey context; adjust delivery based on questions and sentiment.

• Use AI to redesign how programs are researched, designed, produced, delivered, and operated, and build reusable workflows and prompt libraries that improve quality and velocity across the team.

• Lead AI experimentation for segmentation, personalization, and optimization for owned programs.

• Evaluate emerging AI tools and recommend integration opportunities that improve effectiveness and measurable outcomes, and set standards for accurate, responsible use.

• Use analytics and experimentation to improve timing, modality, content clarity, and learning effectiveness through iterative testing.

• Partner with Journey Operations to recommend signal-based education interventions and education-led solutions to adoption blockers.

• Translate customer learning insights into actionable recommendations for Product, Product Marketing, and Digital Service experiences.

• Represent education in strategic conversations with Marketing, GTM, Product, Product Marketing, Support, and CX leadership; influence decisions through insight, data, and narrative clarity.

• Align stakeholders on learning goals, constraints, and success measures for owned programs; communicate risks and tradeoffs clearly.

What You Need to Get the Job Done

• 5+ years of experience in customer education, enablement, instructional design, or digital learning (or equivalent practical experience), including material…