[Hiring] Customer Education Manager @Wiley

Role Description

As a key member of Wiley’s Sales Operations organization, the Customer Education Manager plays an important role in supporting renewable revenue and advancing Wiley’s customer‑first strategy. This role focuses on delivering high‑quality digital education experiences that help customers maximize the value of Wiley’s products and agreements across institutional licensing, open access, and research workflows.

This position is primarily responsible for developing and continuously improving two flagship digital learning platforms: Success Hub, Wiley’s customer‑facing resource hub, and Wiley Academy, Wiley’s LMS‑based learning platform. The ideal candidate is an experienced instructional designer and content creator who enjoys working in complex digital environments and collaborating across teams. Occasional support for live webinar delivery and APAC event operations may be required.

How You Will Make an Impact

• Lead content development for Success Hub, including new content creation, content optimization, and decommissioning outdated materials
• Partner with UX and analytics teams to improve the hub experience and measure impact using tools such as Adobe Analytics
• Occasional support for live webinar delivery and APAC event operations may be required
• Design and build short courses, learning paths, and certifications within Wiley Academy to drive product usage and customer value
• Create engaging customer‑facing training materials such as videos, guides, infographics, FAQs, and posts in collaboration with Sales, Product, CSMs, and Design teams
• Produce and edit high‑quality training videos using platforms such as Synthesia, Cloudinary, or equivalent tools
• Repurpose content across multiple formats and channels to maximize reach and effectiveness
• Support webinar production and facilitation (GoToWebinar/Zoom) for APAC customers as part of event operations
• Maintain organized, version‑controlled content libraries and documentation
• Collaborate cross‑functionally to align training content with customer needs, product priorities, and business goals
• Continuously improve training programs based on customer feedback and performance insights

Qualifications

• Bachelor’s degree in a relevant field
• 3+ years of experience in instructional design, e‑learning development, digital content creation, or customer education
• Excellent written and verbal communication skills in English, with experience creating polished, customer‑facing content
• Strong project and content management skills, with the ability to work across multiple priorities in a fast‑paced environment
• Experience working with Learning Management Systems (e.g., Skilljar or equivalent) and Content Management Systems (e.g., AEM, Webflow, or equivalent)
• Hands‑on experience with instructional design or authoring tools such as EasyGenerator, Articulate, or similar
• Experience with video creation or management tools is strongly preferred
• Comfortable collaborating across regions and time zones, and working with cross‑functional stakeholders
• Passion for education, customer success, and continuous improvement

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development
• A wide range of opportunities to foster community, learn, and grow
• Commitment to fair, transparent pay and competitive compensation
• Comprehensive benefits package

Company Description

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.