[Remote] Senior Program Manager, Support Learning

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Note: The job is a remote job and is open to candidates in USA. GitHub is the world’s leading platform for agentic software development, and they are seeking a Senior Program Manager for Support Learning to lead the development of an enablement program for their support organization. This role involves designing and executing training solutions to enhance technical troubleshooting skills and improve customer experiences in an AI-powered environment.


Responsibilities

  • Define and lead the global learning and enablement strategy for GitHub Support focusing on technical, operational, and soft skill development
  • Reduce ticket escalations and improve urgent ticket resolution by maintaining a regular cadence of technical skill deep-dives and targeted learning experiences
  • Partner with data, operational, and leadership teams to define, track, and communicate enablement impact metrics
  • Champion continuous improvement by soliciting feedback, tracking business impact, and adapting learning strategy as Support evolves
  • Develop and deliver ongoing enablement Program for AI-infused support workflows and tools, advancing support engineer proficiency and adoption of new technologies
  • Design and implement a scalable, verifiable onboarding program that accelerates ramp time for new support engineers including integrated certifications and assessments
  • Collaborate with Product and Engineering teams to deliver feature/product release readiness programs tailored for Support, minimizing post-launch support spikes
  • Build and maintain a knowledge base of on-demand learning content, leveraging platforms, and proactively update programs in response to org needs and new product launches
  • Lead the design, build and delivery of live enablement sessions & eLearning courses

Skills

  • 7+ years experience in learning program management, training facilitation, instructional design or technical enablement
  • OR Bachelor's Degree in Education, Technology, Business, Psychology, or a related field AND 5+ years experience in enablement or learning design
  • OR Master's Degree in Instructional Design, Learning & Development, or a related field AND 3+ years experience in enablement OR equivalent experience
  • Experience developing, scaling, and measuring learning initiatives for technical support organizations
  • Experience working with learning management systems (LMS), enablement platforms, and digital learning modalities with deep understanding of support workflows, technical troubleshooting
  • Experience delivering onboarding, technical upskilling, soft skill programs, and/or learning content in large-scale or global environments
  • 9+ years experience in technical enablement, support learning, or related fields
  • Experience in Customer Support or Technical Support organizations within technology/SaaS companies
  • Delivered enablement programs to drive AI centred workflows and digital support experiences
  • Familiarity with GitHub, AI-powered support tools, and enterprise-scale learning programs
  • Experience with outsourcing support operations and managing enablement for vendor teams

Benefits

  • Annual bonus
  • Stock
  • Competitive pay
  • Generous learning and growth opportunities
  • Excellent benefits

Company Overview

  • GitHub is a software company that offers code hosting services that allow developers to build software for open-source and private projects. It is a sub-organization of Microsoft. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://github.com.

  • Company H1B Sponsorship

  • GitHub has a track record of offering H1B sponsorships, with 26 in 2025, 17 in 2024, 14 in 2023, 20 in 2022, 20 in 2021, 10 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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