Director of Client Education

Job Description

Role Overview

The Director of Client Education leads HCHB's full client learning ecosystem-including Online Learning Hub (OLH), HCHB University, and the enterprise Knowledge Base. This role ensures customers adopt the HCHB platform with confidence by delivering high-quality education, scaling modern learning practices, and aligning closely with Product and Operational teams. The Director combines proven instructional leadership with innovative, AI-enabled strategies to elevate learner experience and drive measurable organizational impact.

Key Responsibilities

Strategic Leadership and P&L Ownership

• Own and manage the P&L for Client Education, driving revenue, cost efficiency, and NOI across all programs.
• Develop a forward-looking strategy that leverages AI to accelerate scale, personalization, and operational efficiency.

Go-To-Market Strategy and Cross-Functional Leadership

• Develop and execute the GTM strategy for education offerings in collaboration with Sales, Marketing, Implementation, Client Success, and Product.
• Align training programs with product releases, customer needs, and market trends to ensure consistent value delivery.
• Position Client Education as a strategic differentiator throughout the customer lifecycle.

Program and Content Leadership

• Oversee development and delivery of self-paced, virtual, in-person, and conference-based learning programs.
• Implement AI-enabled enhancements such as automated content audits, adaptive coaching pathways, and intelligent learning recommendations.
• Ensure high learner satisfaction using NPS insights, analytics, and targeted content improvements.

Knowledge Base Ownership

• Lead the Knowledge Base program to ensure accurate, user-focused documentation aligned with product evolution.
• Guide technical writers and content specialists, implementing modern governance standards and AI-supported workflows.
• Maintain scalable content systems that support rapid updates and consistent quality.

Team Leadership and Culture

• Develop and mentor a high-performing team of trainers, instructional designers, technical writers, and content creators.
• Strengthen team capabilities by integrating AI fluency and modern learning methodologies.
• Champion a collaborative, accountable, and continuously improving team culture.

Performance, Insights, and Continuous Improvement

• Define and report KPIs related to revenue, NPS, content utilization, engagement, and operational efficiency.
• Leverage analytics, AI insights, and business intelligence to inform strategy and guide improvements.

Qualifications

• Master's Degree in Healthcare, Education, or related field is preferred
• 10-12 years of experience in Professional Services or SaaS, including 5-7 years leading training, enablement, or content teams.
• Demonstrated P&L ownership and GTM strategy experience with proven ability to drive business results.
• Expertise in curriculum development, documentation, and enterprise learning systems.
• Experience applying AI to enhance learning, content quality, operational efficiency, or user engagement.
• Exceptional communication skills, executive presence, and ability to influence cross-functional teams.

HCHB requires all applicants to be US citizens or have a green card allowing them to work in the US without being subject to export control restrictions.