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Associate Director, Support & Academy Products

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Bloomreach

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Location:
United Kingdom

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

Bloomreach is seeking an Associate Director, Support & Academy Products to transform Bloomreach’s high-touch services (Support Premium Services & Academy Enablement Services) into a scalable, high-margin Product Portfolio. You will define, package, and operationalize structured deliverables that drive platform adoption and measurable ROI, while directly leading the technical specialists who deliver them.

Job Responsibility:

  • Productize the Service Layer: Standardize 'Premium Plus' and Academy offerings into clear tiers with defined SLAs, fixed deliverables, and rigorous 'out-of-scope' boundaries
  • P&L & Margin Ownership: Partner with Finance to maintain a clean P&L. Track contribution margins, utilization rates, and the cost-to-serve to ensure sustainable growth
  • Operational Architecture: Build the 'machine' that delivers the service. Transition the team from bespoke, reactive tasks to a proactive, repeatable delivery framework
  • GTM Partnership: Collaborate with Sales and Account Management to ensure our support products are positioned correctly and sold at the right value point
  • Team Leadership: Directly manage and mentor a lean group of Support Engineers and Academy Specialists, fostering a 'product-first' mindset
  • Lifecycle Management: Own the product lifecycle for support/academy offerings - from initial concept and pricing to operational rollout and performance measurement
  • Strategic Reporting: Define and track KPIs that prove value to the customer (e.g., Adoption, Time-to-Value) and value to Bloomreach (e.g., Retention, Margin)
  • Feedback Loops: Translate 'Premium Plus' client insights into actionable feedback for the Core Product, Engineering teams, and Academy Enablement

Requirements:

  • 6–8 years of experience in Product Management, Customer Operations, or Enablement Leadership
  • Customer Facing Experience: You have worked directly with clients and client leadership
  • Direct Management Experience: You have led technical ICs and know how to drive performance without getting stuck in the weeds
  • Experience in 'Productizing' Services: You have a track record of taking a 'service' and turning it into a 'sku' with a clear margin
  • Pragmatic & Data-Driven: You are a builder, not a consultant. You prefer a working dashboard over a slide deck
What we offer:
  • A great deal of freedom and trust
  • We believe in flexible working hours to accommodate your working style
  • We work virtual-first with several Bloomreach Hubs available across three continents
  • We organize company events to experience the global spirit of the company and get excited about what's ahead
  • We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer
  • People Development Program -- participating in personal development workshops on various topics run by experts from inside the company
  • Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges
  • Leader Development Program to develop in the areas we consider essential for any leader
  • Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
  • The Employee Assistance Program -- with counselors -- is available for non-work-related challenges
  • Subscription to Calm - sleep and meditation app
  • We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter
  • We facilitate sports, yoga, and meditation opportunities for each other
  • Extended parental leave up to 26 calendar weeks for Primary Caregivers
  • Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location
  • Everyone gets to participate in the company's success through the company performance bonus
  • We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts
  • We reward & celebrate work anniversaries -- Bloomversaries

Additional Information:

Job Posted:
January 31, 2026

Work Type:
Remote work
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