Customer Education Manager: North America

About Auror

At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK.

Auror is connecting people and intelligence to reduce crime. We’re using technology for good. 

In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.

We're also embracing the potential of AI to supercharge our impact—whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.

The Role

As a Customer Education Manager, you will own the strategy, build, and delivery of Auror’s customer education program — creating a smart, role-based learning experience that scales how customers and partners get up to speed with, and stay current on, the Auror platform.

This is a build role. You’ll design and develop learning pathways that meet users where they are — whether that’s a store associate reporting an incident for the first time, an LP investigator or Law Enforcement running an investigation, or a system integrator deploying the full Auror setup. The goal is always-on, contextually relevant training that drives platform adoption and reduces the repetitive training burden on Customer Success. This role sits at the intersection of Customer Success, Product, and Marketing. You’ll be expected to move fast and work resourcefully — using AI tools to multiply your output and build a world-class program.

Practically, this will involve: 

• Own the strategy and roadmap for Auror’s customer education program, including the selection and implementation of a learning management system (LMS).
• Design and build role-based learning pathways for key user personas — store associates, LP investigators, law enforcement, senior leaders, and system integrators — that reflect how each user actually engages with Auror.
• Build contextual learning modules that surface automatically at the right moments: first login, feature unlocks, and new module access — keeping knowledge fresh without friction.
• Develop engaging content including interactive modules, video walkthroughs, assessments, and certifications — leveraging AI tools to accelerate scripting, production, and iteration so you can ship more, faster.
• Ensure all education content is available in users’ native languages, using AI-assisted translation workflows, and partnering with local teams, to reach every market.
• Build dedicated onboarding and upskilling pathways for system integrators, enabling them to confidently plan, build, deploy, and maintain the full Auror setup — hardware and software.
• Define and track education metrics — module completion rates, assessment scores, time-to-proficiency, and user satisfaction — and use data to continuously improve content effectiveness.
• Work closely with Customer Success to identify training gaps, surface adoption blockers early, and free the CS team to focus on high-value, strategic customer engagement.
• Build training materials and workflows specifically for CS teams — helping them understand what’s changing, how to position it to customers, and how to follow the right internal processes.
• Own the Help Center roadmap, including content strategy, structure, audit cadence, and continuous improvement.
• Partner with Product and Marketing to ensure education content stays current with platform updates, new features, and evolving use cases — using AI to help maintain and refresh materials at pace.
• Champion an ‘always on, always relevant’ philosophy, treating education as a continuous journey — not a one-time onboarding event.

This role reports to Ruby Arden, VP Global Customer Success

Requirements

About you

• You have experience in customer education or a role with meaningful transferable skills — and you have a clear point of view on what prevents customers from getting value from a product.
• You communicate clearly and in a way that makes things click — whether that’s in a customer call, a training session, or written materials. You know how to explain complex things simply and make them stick.
• You are both a builder and a do-er. You can create the strategy and then execute it yourself — producing, recording, editing, and publishing training materials.
• You are AI-native. You reach for AI tools instinctively — to draft scripts, generate localised content, analyse engagement data, keep materials current, and find 10x shortcuts others haven’t thought of yet. You see AI not as a nice-to-have, but as the thing that makes a team of one have impact like a team of ten.
• You think in patterns — you notice what confuses or blocks customers repeatedly and instinctively want to solve for it at scale, not one conversation at a time.
• You use data to tell a story. You’re comfortable working with adoption metrics, engagement signals, and customer feedback to understand what’s working, what isn’t, and what to do next.
• You understand the customer journey deeply — you know the moments where customers get stuck, lose momentum, or disengage, and you’re motivated to fix those moments at source.
• You build trust with customers and colleagues alike. You adapt how you communicate based on your audience — whether that’s a frontline store associate, an LP investigator, or a senior stakeholder.
• You are organised and can manage multiple content workstreams simultaneously without compromising quality.
• You are proactive and self-directed. You don’t wait to be told what to build — you spot the gap, make the case, and get started.

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

Benefits

• Competitive salary range: Depending on level of experience, between $90,000 - $136,000 (IC3 - IC4)
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $500 USD for expert sessions every year.
• Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife. 
• Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.

Next steps:

If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”.

If you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.