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Associate Director, Support & Training Services

Bloomreach Inc.

Job Overview

Location

United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• As Associate Director, Support & Training Services at Bloomreach Inc., you will lead the transformation of high-touch support and academy services into a scalable, high-margin product portfolio, directly impacting customer adoption, retention, and ROI through structured, standardized offerings.
• You will own the end-to-end product lifecycle for Support Premium Services and Academy Enablement Services — defining tiers, SLAs, pricing, and operational frameworks while leading a lean team of technical specialists to deliver consistent, measurable value.
• Day-to-day, you will: Standardize ‘Premium Plus’ and Academy offerings into clear product tiers with fixed deliverables and out-of-scope boundaries; Partner with Finance to track contribution margins, utilization rates, and cost-to-serve for sustainable P&L ownership; Build operational architecture that shifts the team from reactive, bespoke tasks to proactive, repeatable delivery frameworks; Collaborate with Sales and Account Management to position and sell support products at optimal value points; Directly manage and mentor Support Engineers and Academy Specialists, fostering a product-first mindset and driving performance without micromanaging; Own lifecycle management from concept and pricing to rollout and performance measurement; Define and track KPIs proving customer value (Adoption, Time-to-Value) and business value (Retention, Margin); Translate client insights from Premium Plus engagements into actionable feedback for Core Product, Engineering, and Academy teams.
• You will join a mission-driven team at Bloomreach, a global leader in agentic AI for personalization, powering experiences for over 1,400 brands including American Eagle, Sonepar, and Pandora through its Loomi AI engine — where autonomous search, conversational shopping, and autonomous marketing are redefining customer journeys.
• The company culture emphasizes freedom, trust, and results-driven accountability, with virtual-first collaboration across global hubs, flexible working hours, and strong investment in employee growth through a $1,500 annual professional education budget, leadership development programs, and access to internal coaching resources.
• In this role, you will develop deep expertise in productizing services, unit economics, and B2B SaaS go-to-market strategy — positioning you for senior leadership in product, operations, or customer success while making a tangible impact on Bloomreach’s margin expansion and scalability.

🎯 Requirements

• 6–8 years of experience in Product Management, Customer Operations, or Enablement Leadership
• Proven track record of turning unstructured services into standardized, repeatable products with clear SKUs and margins
• Direct experience managing technical individual contributors (ICs) and driving performance without getting stuck in execution details
• Strong commercial and financial fluency, including comfort with unit economics, P&L management, and capacity planning
• Demonstrated ability to work directly with clients and client leadership, translating insights into product and operational improvements
• Analytical rigor — using data, not anecdotes, to assess service success and make retirement or iteration decisions

🏖️ Benefits

• $1,500 annual professional education budget for books, courses, certifications, and skill development
• Flexible working hours and virtual-first work model with access to Bloomreach hubs across three continents
• 5 paid volunteer days per year to support community engagement and personal values
• Extended parental leave up to 26 calendar weeks for primary caregivers
• Subscription to Calm (meditation and sleep app) and access to Employee Assistance Program for well-being support
• Regular ‘DisConnect’ days — additional quarterly day off globally to unwind and recharge
• Opportunities to participate in Leadership Development Program and People Development workshops
• Employee referral bonus of up to $3,000 and celebration of work anniversaries (Bloomversaries)
• Restricted Stock Units or Stock Options based on role, seniority, and location
• Company performance bonus tied to organizational success

Skills & Technologies

Junior

Remote

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Bloomreach Inc.

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About Bloomreach Inc.

Bloomreach is a leading digital experience platform (DXP) that empowers businesses to deliver personalized customer experiences across their digital channels. Their AI-powered solutions help companies optimize e-commerce search, merchandising, and marketing automation. By leveraging data and machine learning, Bloomreach enables businesses to understand customer intent, recommend relevant products, and create tailored content. This leads to increased conversion rates, customer loyalty, and revenue growth. They serve a wide range of industries, including retail, CPG, and financial services, helping them compete in the increasingly digital marketplace by providing a unified and intelligent approach to customer engagement.

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