Internal Team Lead, Education Services in NZ or TX

Team Lead, Education Services

The Team Lead, Education Services is responsible for supporting the daily operations, coordination, and continuous improvement of Rhapsody's customer education programs. This role provides operational guidance to the Education Services team, supports the development and delivery of training programs, and helps ensure customers and internal stakeholders receive timely, accurate, and high-quality education support.

The Team Lead serves as a primary resource for training operations, course readiness, customer education requests, and team workflow coordination. This position works closely with cross-functional teams to support customer success, product adoption, and the effective delivery of Rhapsody education services.

At Rhapsody, we are an AI-first company, meaning we actively use and embrace artificial intelligence to enhance how we work, collaborate, and deliver. We expect our team members to be open to adopting AI tools in their roles, continuously exploring ways to work smarter, improve efficiency, and drive innovation while maintaining high standards of quality, security, and ethical responsibility.

• Provide day-to-day guidance, support, and direction to members of the Education Services team.
• Assist with prioritizing team activities, including course development, enrollments, support tickets, communications, and training delivery.
• Serve as an escalation point for operational questions, customer education issues, and internal requests.
• Support onboarding, knowledge sharing, and process consistency across the team.
• Foster a collaborative, accountable, and customer-focused team environment.

• Coordinate training schedules, course availability, enrollments, and learner access through Rhapsody's learning platforms.
• Support the delivery and administration of instructor-led, self-paced, and certification-based training programs.
• Ensure courses, learning paths, training environments, and supporting materials are accurate, current, and ready for learners.
• Assist with planning and execution of education-related initiatives, including conference training.

• Partner with curriculum developers, instructors, and subject matter experts to support course development, maintenance, and updates.
• Identify opportunities to improve course content, learner experience, and operational efficiency.
• Support the conversion, enhancement, and standardization of training materials across delivery formats.
• Help ensure training content aligns with current product functionality, customer needs, and Education Services standards.

• Support clear and professional communication with customers, internal teams, and stakeholders regarding training options, enrollment processes, course access, and education services.
• Prepare or review customer-facing responses, internal updates, announcements, and education-related documentation as needed.
• Collaborate with Sales, Customer Success, Product, Support, and other teams to address training-related needs and inquiries.

• Monitor and report on key Education Services metrics, including enrollments, completions, customer satisfaction, support ticket resolution, and certification activity.
• Use customer feedback and operational data to identify trends, risks, and improvement opportunities.
• Recommend and support process improvements that increase efficiency, consistency, quality, and customer satisfaction.
• Contribute to the adoption of tools, automation, and AI-enabled workflows that improve team productivity.

• Transforms workflows to be AI-first by connecting tools, building scalable automations, and standardizing best practices across teams to drive efficiency and consistency.
• Leads AI adoption by coaching others, identifying high-impact use cases, and balancing experimentation with governance and quality standards.

• Experience in customer education, training, learning operations, customer success, support, or a related field.
• Demonstrated ability to coordinate work, support team members, and manage competing priorities.
• Strong written and verbal communication skills.
• Excellent organizational, problem-solving, and follow-through skills.
• Customer-focused…