IT Customer Services Manager

You Are:
You are a technical content architect who owns whether the cloud curriculum still works. You have built and run real cloud infrastructure, so when a hands-on lab fails, you know whether the cause is the learner, the content, or a change the provider shipped last week. You hold a catalog-wide view, and you will say when content no longer earns its place rather than patching it indefinitely. You hold other people's work to the quality bar, with feedback specific enough that the person can act on it. You are driven by data, and you use learner outcomes, support signals, and provider release notes to decide what gets attention first. You work in a field where the ground moves under the content every quarter, and you work to a standard and help sharpen it rather than letting the catalog drift.
The Work:
Join the Content Maintenance and Labs team and keep cloud content working across the catalog. As a Senior Content Learning Architect, Cloud, you'll take learner outcome data, support signals, provider release notes, and incoming issue reports as your input, and turn them into fixes, rebuilds, and retirement recommendations that ship. You'll own the technical accuracy and instructional quality of the cloud courses, labs, and projects already in the catalog, including the hands-on labs you'll take over from the current lab leader.
Maintain the cloud content in the catalog against the team's quality bar, review criteria, and style guidelines, covering courses, labs, and projects, and contribute to those standards as gaps surface.
Prioritize what gets fixed, what gets rebuilt, and what should be retired across the cloud catalog, using learner outcome data, support signals, and provider change as the evidence.
Triage and correct urgent content issues, including broken code, failing labs, and solutions that no longer run against current cloud services, APIs, or consoles.
Keep cloud content current as providers change services, interfaces, and pricing, tracking deprecations and planning revisions before learners hit them.
Review and approve content submissions from the content contributor network, and confirm that accepted improvements deliver the outcomes they promised.
Give content developers and contributors feedback specific enough to act on, and apply the team's quality standards consistently across work you did not write.
Tailor learning journeys to the outcomes a learner or client is working toward, sequencing existing cloud content into paths that get them there.
Here’s What You Need:
Minimum 4 years of hands-on experience with at least one major cloud platform (AWS, Azure, or Google Cloud), including compute, networking, identity, and storage services.
Minimum 4 years of experience in instructional design, curriculum development, or teaching technical content to adult learners, grounded in adult learning science (scaffolding, retrieval practice, cognitive load, and assessment).
Minimum 4 years of experience authoring and testing hands-on cloud labs and projects end to end, including environment troubleshooting.
Minimum 4 years of experience troubleshooting and repairing technical learning content, including debugging code and fixing broken environments.
Minimum 4 years of experience with infrastructure as code and automation using Terraform, CloudFormation, Bicep, Python, or Bash.
Minimum 4 years of experience with containers and continuous integration, such as Docker, Kubernetes, GitHub Actions, or GitLab CI.
Minimum 2 years of experience with version control tools like Git.
Minimum 1 year of experience with AI tooling for drafting, iteration, and QA of content.
Professional working proficiency in written and spoken English, including copy-editing technical content against documented quality standards and style guidelines.
Bachelor’s degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years’ work experience)

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