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