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Job Description

PLEASE NOTE: While this position is open in US and Canada, there is a strong preference for candidates located in Austin, TX or Nashville, TN

Job Description

NetSuite Customer Education creates learning experiences that help customers use the product effectively and realize greater value from their investment. The team builds high-impact learning assets to a consistently high standard, with a video-first approach. The Senior Program Manager sets the strategic direction, standards, and operating model that are growing our portfolio.

We are seeking a highly organized, detail-oriented Senior Program Manager to lead learning content programs from intake through publication and to define how the program management function itself operates. This role partners with senior leaders, instructional designers, learning strategists, curriculum program leads, subject matter experts, multimedia and editorial teams, analytics, in-application learning, and go-to-market stakeholders to make sure programs deliver on schedule and customers can learn from what the team built.

The ideal candidate is a strategic program leader and exceptionally strong executor who can run a broad portfolio of production workstreams, establish the intake, scoping, and review model the wider team works from, and carry judgment calls through significant ambiguity with little precedent to follow. Hands-on editing happens occasionally, to prototype a format or set a standard others follow, and it is not the core of the role.

Responsibilities

Key Responsibilities

+ Own learning content programs end to end, from intake and scoping through production, review, publication, and post-release review.

+ Identify, prioritize, and successfully execute a broad portfolio of learning content initiatives and programs, planning and directing schedules for multiple programs running simultaneously.

+ Partner closely with global cross-functional teams to understand and capture requirements for programs, then navigate complex dependencies between cross-functional teams and organizational priorities to optimize the critical path.

+ Facilitate intake and scoping sessions with instructional designers, learning strategists, curriculum program leads, and subject matter experts that close with the learning objective, the modality, the audience, the measure of success, and the owner of each deliverable documented.

+ Convert leadership direction and subject matter input into production briefs a team can execute against, covering the learning objective, the outline, script direction, capture requirements, and review checkpoints.

+ Prepare product and industry experts for capture and direct them through remote recording sessions, coaching them toward a natural delivery that holds up on camera and takes fewer takes and shorter sessions to get.

+ Work from long recordings, transcripts, and technical source material to find the teaching sequence inside it, then shape that into an outline a producer can build to.

+ Address and mitigate risks by driving mitigation plans, establishing ownership for each item, and following up regularly through to program closure, escalating as necessary so risks and issues get resolved.

+ Influence internal and external teams to prioritize the work, holding a tight review loop of timestamped feedback, scheduled revision rounds, and clear status across instructional design, multimedia, editorial, analytics, in-application learning, and go-to-market partners through intake, review, and sign-off.

+ Establish scalable frameworks of process and tooling for end-to-end program delivery and manage stakeholders by applying project management standards and documentation best practices.

+ Write and maintain the standard operating procedures, production and brand standards, review checkpoints, and reusable templates that hold quality steady as production volume increases.

+ Build and maintain consistent reporting across numerous programs, run standups and sprint planning exercises for programs owned, and report status to stakeholders on a regular cadence.

+ Provide rigorous management and analysis of program budget, including spend and forecasted spend against budget, spend per program, and historical trends, and forecast production capacity against the roadmap so programs are scoped to the resources available and conflicts surface before they affect delivery.

+ Map how short instructional assets, long-form courses, and supporting material connect across the learning platform and approved public-facing learning channels, so every asset gives the learner a clear next step.

+ Run post-release reviews with the analytics team to understand how published assets performed and carry what that shows into the next program.

+ Set priority across the full content portfolio when demand exceeds capacity, deciding what gets built, deferred, or retired, and making those calls with limited precedent to follow.

+ Represent learning content programs to senior leadership, presenting portfolio status, trade-offs, and recommendations with a clear point of view on what to do next.

+ Determine methods and procedures on new assignments where little precedent exists, and define the operating model the wider team works from.

+ Coach producers, editors, and designers through review and working sessions to raise the standard of the work, mentor less experienced program and production staff, and coordinate the activities of other personnel as needed. This role has no direct reports.

+ Leverage AI technologies throughout content and video workflows to promote innovation and enhance efficiency, quality, and decision-making.

Qualifications

+ Eight or more years of experience managing content, video, or multimedia programs, including accountability for scope, schedule, and delivery across multiple contributors and experience leading a portfolio rather than a single program.

+ Experience operating without an established playbook, standing up a program or a function where the process did not exist beforehand.

+ Experience facilitating working sessions with senior stakeholders and subject matter experts, converting those discussions into documented direction, decisions, and next steps, and holding a recommendation when a senior stakeholder pushes in a different direction.

+ Experience planning and directing schedules for multiple programs running at the same time, and managing dependencies across cross-functional teams.

+ Demonstrated track record of building repeatable production processes and documenting them, including standard operating procedures, templates, review gates, and quality standards.

+ Experience directing non-professional on-camera talent remotely and coaching subject matter experts to a natural, credible delivery.

+ Ability to turn dense technical or written source material into a clear instructional sequence with a stated outcome for the learner.

+ Practical experience using AI-assisted tools in content and video workflows, including rough assembly, transcript cleanup, audio repair, captioning, assisted animation, upscaling, prompt libraries for repeatab...

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Senior Program Manager, Learning Content Programs NetSuite

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