Instructure, Inc.

Lead strategic initiatives and optimize operational processes to enhance organizational efficiency and effectiveness. | Bachelor's degree and over 10 years experience in business operations or management consulting with expertise in process improvement and data analysis tools. | At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: The Principal Business Operations Manager at Instructure, Inc. will lead strategic initiatives, optimize operational processes, and drive cross-functional alignment to enhance efficiency and effectiveness across the organization. This role requires a blend of strategic thinking, analytical prowess, and strong leadership to support Instructure's continued growth and success. What you will do: Lead and manage complex operational projects from conception to completion, ensuring timely delivery and measurable impact. Analyze existing business processes, identify inefficiencies, and design and implement solutions for optimization and automation. Develop and monitor key performance indicators (KPIs) and operational metrics to track progress, identify trends, and inform strategic decision-making. Collaborate closely with senior leadership across various departments (e.g., Sales, Marketing, Product, Engineering, Finance) to align operational strategies with overall business objectives. Drive the adoption of best practices in operational management and continuous improvement methodologies (e.g., Lean, Six Sigma). Facilitate cross-functional communication and collaboration to ensure seamless execution of operational initiatives. Prepare and present detailed reports and recommendations to executive stakeholders, summarizing project status, performance, and strategic implications. Mentor and guide junior team members, fostering a culture of operational excellence and continuous learning. Evaluate and recommend new technologies and tools to enhance operational capabilities and productivity. Manage vendor relationships and evaluate third-party solutions to support operational needs. What you will need to know/have Bachelor's degree in Business Administration, Operations Management, Finance, or a related quantitative field. Master's degree (MBA) preferred. 10+ years of progressive experience in business operations, strategic operations, or management consulting, preferably within the SaaS or technology industry. Proven track record of successfully leading and executing complex operational projects that delivered significant business impact. Expertise in process improvement methodologies (e.g., Lean, Six Sigma) and change management principles. Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven recommendations. Exceptional communication and interpersonal skills, with the ability to effectively influence and collaborate with stakeholders at all levels. Advanced proficiency in project management software, data analysis tools (e.g., SQL, Tableau, Excel), and CRM/ERP systems (e.g., Salesforce). Demonstrated ability to think strategically, solve complex problems, and adapt to a fast-paced, dynamic environment. Strong leadership capabilities with experience in mentoring and developing team members. Prior experience working in an agile environment is a plus. Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. Comprehensive wellness programs and mental health support Learning and development resources, including professional development tools and tuition reimbursement, to support your growth The technology and tools you need to do your best work Motivosity employee recognition program A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.

Manage customer experience and relationships for higher education clients while analyzing usage trends and collaborating with sales to meet growth targets. | Bachelor's degree or 4+ years in account management with SaaS customer success knowledge and AI tool proficiency, preferably in higher education. | At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: We are looking for an experienced Customer Success Manager to work with long-tail higher education clients. This position will focus specifically on supporting our customers who have implemented Canvas and provide exceptional customer service to maintain strong relationships within a scaled book of business. What you will be doing: Manage the Instructure customer experience for all customers within a scaled North American territory Analyze data and usage trends across your scaled book of business to uncover actionable insights, proactively identifying risks and making strategic recommendations to improve customer health. Work collaboratively with Sales and Renewals to achieve growth and renewal targets Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. Here is what you will need to know/have: Successful candidates will have the following education, experience and skills: Requires a Bachelor's Degree or 4+ years of Account Management experience. A strong understanding of Customer Success and why the position exists in SasS. An avid interest and proficiency in utilizing AI tools to optimize workflows, refine processes, and scale efficiencies for managing a large volume of customers. Strong organizational skills, demonstrated follow up and follow through. Exceptional communication skills both written and verbal. Capacity to set correct expectations and manage issues to completion. Multitask and prioritize tasks in a changing environment. Strong team mentality, utilizing internal and external resources strategically and judiciously. Demonstrated ability to solve problems and seek solutions. Higher education industry experience and knowledge preferred. Get in on all the awesome at Instructure! We offer competitive, meaningful benefits including: Flexible schedules and a remote-friendly culture Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge Comprehensive wellness programs and mental health support Annual learning and development stipends to support your growth The technology and tools you need to do your best work — typically a MacBook Motivosity employee recognition program A culture rooted in inclusivity, support, and meaningful connection Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. Comprehensive wellness programs and mental health support Learning and development resources, including professional development tools and tuition reimbursement, to support your growth The technology and tools you need to do your best work Motivosity employee recognition program A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.

Lead global operating model and execution framework for Customer Success units, managing CX systems roadmap and performance metrics. | 5+ years in CS or GTM Business Operations in high-growth SaaS with Salesforce, Gainsight proficiency and people leadership. | At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: As the Sr. Manager, Customer Experience (CX) Operations at Instructure, you will be the operations leader for our global Customer Success business units. Reporting to the Sr. Director, Customer Experience Strategy & Operations, you will establish the operating model, management rhythm, and execution framework that empowers our CS leaders to achieve their goals. This is a high-impact leadership role centered on business operations rather than system administration. You will partner closely with CS VPs and Directors to turn strategy into an actionable, predictable operational cadence. You will also have a CX Systems Lead reporting to you, whom you will guide in building the technical infrastructure required to support effective business processes. What you will do: Establish the CS Operating Model: Design and own the "Rhythm of the Business" (ROB), defining the global cadence for renewal forecast calls, pipeline reviews, and QBRs to ensure consistency across business units. Strategic Execution Partner: Serve as the primary operational partner to CS leadership (e.g., SVP of CS & Renewals), translating strategies into actionable playbooks and workflows. Lead CX Systems Strategy: Manage and mentor the CX Systems Lead. Set the roadmap for system evolution (Gainsight, Salesforce), acting as the business architect while your report delivers technical configuration. Performance Management & Insights: Define key performance metrics in partnership with the Insights team, ensuring CS leaders have visibility into NRR, health scores, and team productivity. Cross-Functional Orchestration: Represent CS in Revenue Operations forums, aligning with Sales Ops, Marketing, and Finance to integrate the customer journey with the broader GTM strategy. Change Management: Lead change initiatives for new CS motions, including stakeholder mapping, communication planning, and frontline rollout to drive adoption. What you will need to know/have: 5+ years in CS Operations or GTM Business Operations, with experience at a high-growth SaaS company (deep understanding of NRR, Retention, NPS, and Expansion levers). People leadership experience, including managing technical individual contributors and directing systems-focused team members toward business outcomes. Proven track record of operational design—building operating models, cadences, RACIs, and process maps in a matrixed environment. Strong business acumen—able to connect daily CSM activities to the company's P&L and Board goals, and communicate at the C-suite level. Deep functional knowledge of Salesforce and Gainsight for supporting business processes (not as an administrator, but as a business partner/user). It would be a bonus if you also have: Experience in Customer Experience roles, Global Support, Community, Renewals, or Chief of Staff positions within SaaS GTM organizations. EdTech experience and understanding of K-12 and Higher Ed fiscal year buying cycles. Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. Comprehensive wellness programs and mental health support Annual learning and development stipends to support your growth The technology and tools you need to do your best work Motivosity employee recognition program A culture rooted in inclusivity, support, and meaningful connection We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.