Director of Customer Education
ROLLER Software, Australia

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we’re here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.

But here’s the best part: our team. We’re a group of 120+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We’re aiming high and believe that the possibilities are endless. As we continue to grow globally, we’re excited to write our success story and have fun along the way.

We genuinely love what we do, and we’re looking for like-minded people to join us on this amazing journey. If you’re ready to be part of a dynamic team and make a real impact, come aboard, and let’s create some unforgettable experiences together at ROLLER!

We are on the hunt for a Director of Customer Education who will guide our learning initiatives and help us create incredible education and content! Your role involves crafting and executing the strategy to ensure our customers and internal teams are well-versed in using our Product effectively and efficiently. Your mission is to seamlessly integrate your strategy throughout ROLLER, connecting our customer’s learning needs with our customer-facing and Product teams.

In addition, you’ll be responsible for developing engaging training programs that empower users. You’ll lead a small team and oversee our external training and content strategy as you grow the team to align to your goals. Collaboration with Sales, Customer Support, Product and Marketing teams is key as you work together to design, deliver and continuously enhance training initiatives that align with customer needs and business objectives.

• Department Strategy: Develop and drive a comprehensive operational customer amp; internal product training strategy that aligns with business objectives, enhances customer satisfaction and identifies what issues to solve and when. Develop the Training Roadmap and hire the right members for the team to suit the strategy.
• Team Management: Lead and mentor a small team of training professionals, fostering a culture of collaboration, growth, and innovation.
• Program Design: Create engaging and effective training programs, materials, and resources that cater to various learning needs, training methods and customer profiles. Use data to decide on priorities.
• Training Needs Analysis: Conduct assessments to identify gaps in customer knowledge and skills, tailoring training programs accordingly.
• Metrics and Evaluation: Define key performance indicators (KPIs) to measure the effectiveness of training programs and continuously improve content and delivery methods.
• LMS implementation: Lead the selection and implementation of a new LMS ensuring it’s fit for purpose both externally and internally (working with the People function)

• You’re a seasoned professional with proven experience in customer training and content as well as bringing a passion for creating approachable and user-friendly training content
• You have a strong understanding of instructional design principles and adult learning theories
• Experience selecting and implementing a LMS
• You’re able to create and edit multimedia training materials, including videos, infographics, and interactive content
• Exceptional communication and stakeholder management skills, enabling effective collaboration with internal teams, external partners, and senior management.
• You’re an expert when it comes to managing your time, staying organised, and being able to project manage
• You have extensive experience in team leadership and mentorship, fostering growth and creativity in your team
• Tech savvy - proficient using G-Suite tools amp; Slack

• You get to work on a category-leading product that customers love in a fun, high-growth industry- check our Capterra and G2 reviews.
• 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate)
• Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising amp; cause-related campaigns... you name it. We're willing to make it happen!
• Team member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave

Job Rewards and Benefits