Learner Experience Manager, SimplilearnFullstack Academy • Saint Paul, Illinois, United States
Learner Experience Manager, Simplilearn
Fullstack Academy
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
Simplilearn has collaborated with Fullstack Academy to leverage its widespread footprint in the US region and partnerships with Top US universities to grow internationally.
About the team Our team blends live instruction, personalized support, and career‑focused resources to deliver meaningful outcomes for learners worldwide. Our team has a strong focus on US interactions and expectations; however, our programs are not limited to one geography.
Position Overview A Learner Experience Manager Manager is responsible for handling high‑priority customer issues, resolving escalated concerns, and implementing strategies to retain customers. The role focuses on improving customer satisfaction, reducing churn, and ensuring smooth issue resolution across teams.
Key Responsibilities
Escalation Management:
Act as the primary point of contact for learner escalations.
Address cohort learners in class in case of an escalation.
Investigate issues by coordinating with cross‑functional teams (operations, product, support, quality, etc.).
Ensure timely, accurate, and empathetic resolution of customer problems.
Track escalation trends and identify root causes to prevent recurrence.
Maintain documentation of cases, actions taken, and outcomes.
Communication & Engagement:
Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas throughout.
Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career‑ready.
Manage escalations and respond to learner queries with appropriate resolution.
Meet with learners 1 on 1 to discuss concerns or feedback on their experience.
Proactively address and provide immediate assistance to escalated learner concerns over Slack and during live sessions/emails.
Retention Management:
For new onboardings, assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated.
Collaborate with the enrollment/sales team to reduce reversals during the early stages of learner onboarding.
Compile and share weekly and monthly reports highlighting key issues and friction points that require resolution to enhance the learner experience and improve retention.
Other Activities:
Help build a learner community and engagement through group sessions and events, as well as community channels, while adapting to the company/team's standard operating procedures.
Collaborate with internal teams to improve learner experience based on feedback.
Support program graduates through the career services platform and manage the administrative tasks involved in their journey, such as adding them to the portal, webinars, workshops, and more.
Qualifications
Post secondary education in tech or education field
PASSIONATE:
A passion for the tech and education industries.
Motivation to impact lives through upskilling and career mobility.
Experience in education, teaching, instructional coaching, academic operations or learning and development.
RESULTS-DRIVEN:
Experience working in a growth environment and being comfortable with a dynamic role and set of responsibilities.
Great attention to detail and project management skills.
The ability to operate and execute independently while collaborating virtually with internal teams and leadership to get the support you need to drive success.
CUSTOMER FOCUSED:
A track record of delivering outstanding customer and stakeholder satisfaction.
A magnetic personality combined with a positive attitude and professionalism.
Experience managing others a plus.
TECH SAVVY (Preferred):
2+ year experience in a technical role - data analytics, AIML.
Experience using learning management systems.
Exceptional Skills & Qualifications (not required but preferred)
E-learning experience (internal or as a customer)
Educational Industry background
Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools.
Technical knowledge in AI industry
Work Scheduled
Weekday hours will vary based on learner and session requirements (typically between 10:00 AM – 6:00 PM EST or 12:00 PM – 8:00 PM EST).
Weekly days off will follow a rotating schedule: either Friday/Saturday or Sunday/Monday.
Compensation & Benefits
On‑Target Earnings (OTE): $55,000 annually, plus benefits.
Equal Employment Opportunity We are committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
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Sprachkenntnisse
- English
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