Overview
The Customer Education Program Manager oversees the daily operations and overall success of Frozen Dessert University (FDU) and Carpigiani's customer education programs across North America. This role integrates customer experience, education, hospitality, operations, event planning, and program management to deliver high-quality training for customers, distributors, service technicians, and industry professionals.

This individual ensures all educational programs are professionally organized, efficient, and deliver an outstanding customer experience. By collaborating with instructors, guest chefs, distributors, and internal teams, the Customer Education Program Manager continuously improves educational offerings and supports the growth and reputation of Carpigiani's training initiatives.

The role is dynamic, with responsibilities ranging from coordinating instructor travel and preparing classrooms to developing new training programs, organizing events, supporting trade shows, and enhancing operational processes. This role requires travel.

Key Responsibilities

Frozen Dessert University Experience

• Lead the daily operations of Frozen Dessert University and all customer education programs.
• Own the overall customer experience before, during, and after every class.
• Serve as the primary point of contact for students, instructors, guest chefs, and educational partners.
• Create a welcoming, professional, and customer-focused learning environment.
• Continuously improve educational programs through customer feedback and operational enhancements.
• Ensure every attendee receives an exceptional educational experience that reflects the Carpigiani brand.

Program Operations

• Coordinate all educational programs from planning through completion.
• Schedule classes, instructors, guest chefs, classrooms, and training equipment.
• Maintain the annual education calendar.
• Coordinate private customer training sessions and specialized educational programs.
• Ensure classrooms, kitchens, and equipment are fully prepared before each class.
• Reset training facilities following each course.
• Maintain accurate student records, registrations, and class communications.

Instructor & Program Coordination

• Coordinate instructor schedules and educational resources.
• Book airfare, hotels, rental cars, and travel arrangements for instructors and guest chefs.
• Prepare travel itineraries and ensure all logistics are coordinated successfully.
• Coordinate accommodations and classroom schedules for visiting instructors.
• Serve as the primary liaison between instructors, educational partners, and internal departments.

Customer Experience & Hospitality

• Welcome students and guests throughout every training program.
• Coordinate meals, refreshments, and hospitality during educational events.
• Respond to customer inquiries before, during, and after classes.
• Ensure every interaction reflects Carpigiani's commitment to customer excellence.
• Build long-term relationships with customers through exceptional service and communication.

Event Planning & Industry Engagement

• Plan and execute educational events, private customer classes, technician certification courses, distributor technical training, and industry competitions.
• Coordinate educational activities associated with Gelato Festival World Masters and other Carpigiani-sponsored events.
• Support trade shows, customer demonstrations, and educational events in collaboration with the Marketing & Communications Department.
• Assist with customer engagement initiatives that promote Frozen Dessert University throughout North America.

Educational Strategy & Program Development

• Monitor industry trends, customer needs, and emerging technologies within the frozen dessert industry.
• Collaborate with instructors to develop new educational offerings and improve existing programs.
• Support technical service education and certification initiatives.
• Identify opportunities to expand the reach and impact of Frozen Dessert University across North America.
• Lead special educational projects that enhance customer success and technical expertise.

Inventory & Classroom Management

• Order ingredients, classroom supplies, and educational materials.
• Maintain inventory for all educational programs.
• Coordinate equipment availability for classes and demonstrations.
• Ensure classrooms remain clean, organized, and presentation-ready.
• Work with internal departments to maintain training equipment and facilities.

Budget & Program Performance

• Manage educational program budgets and expenses.
• Monitor enrollment, customer satisfaction, program profitability, and key performance indicators.
• Prepare reports and recommendations for senior leadership.
• Identify opportunities to improve operational efficiency, customer satisfaction, and program growth.

Cross-Functional Collaboration

• Partner with Marketing, Sales, Technical Service, Operations, and Executive Leadership to support educational initiatives.
• Coordinate photography, video production, and promotional opportunities during classes.
• Support the development of educational marketing materials and customer communications.
• Collaborate on strategic initiatives that strengthen the Frozen Dessert University brand and customer experience.

Qualifications

Preferred Experience

• Education Program Management
• Customer Success
• Hospitality Management
• Event Planning
• Operations Management
• Restaurant or Culinary Management
• Foodservice Industry
• Training and Development

Skills

• Exceptional organizational and time management skills
• Outstanding customer service and relationship-building abilities
• Excellent verbal and written communication skills
• Strong project and event management skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and problem-solving abilities
• Proficiency in Microsoft Office and business software
• Experience coordinating travel, scheduling, and events preferred
• Ability to work independently while collaborating effectively across departments

Who Will Thrive in This Role

This position is ideal for someone who:

• Is passionate about creating exceptional customer experiences.
• Enjoys organizing events and managing complex logistics.
• Thrives in a fast-paced environment where every day is different.
• Enjoys working with chefs, instructors, customers, distributors, and industry professionals.
• Likes balancing office work with hands-on operational responsibilities.
• Takes pride in making every event and educational program run seamlessly.
• Has a positive, service-oriented attitude and enjoys helping others succeed.
• Appreciates the foodservice, culinary, hospitality, or education industries.
• Wants to own and continually improve one of the industry's premier customer education programs.

Success in This Role

A successful Customer Education Program Manager takes ownership of Frozen Dessert University and consistently delivers exceptional educational experiences. They build strong relationships with customers and instructors, execute programs with operational excellence, anticipate customer needs, and continuously improve every aspect of the educational experience.

Success is measured by customer satisfaction, program growth, operational efficiency, educational quality, and Frozen Dessert University's continued reputation as the premier training destination for the frozen dessert industry.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person