Edtech.com's Summary

Fullstack Academy is hiring a Learner Experience Manager. This remote, full-time role involves overseeing learner satisfaction and success through managing cohort instructional teams, addressing technical queries, and ensuring effective communication with both learners and cross-functional teams.

Highlights

Responsible for overseeing the learner experience for over 200 learners across 10+ cohorts, ensuring high satisfaction and graduation rates.
Acts as a strategic consultant for technical content issues and manages cohort instructional teams.
Tracks and reports on NPS, retention, and instructor metrics.
Requires experience in education or tech, with a passion for upskilling and career mobility.
Demands exceptional communication skills to manage student engagement and expectations.
Preferred experience with learning management systems and in a technical role.
Independent operation while collaborating with virtual teams is essential.
Requires flexible hours, including an evening shift from 1pm - 10pm EST (11am - 7pm PST).
Compensation ranges from $60K to $70K annually.

Learner Experience Manager Full Description

About The Role

As a Learner Experience Manager, you are the frontline champion for learners and the instructional team. Reporting to the Sr. Manager of Academics and Learner Success, you will drive high learner satisfaction (NPS, CSAT), instructor performance, and strong learner graduation rates. You will collaborate with cross-functional teams to support all academic operations while ensuring positive and transformative learning experiences at the individual cohort level. You will drive outcomes and motivate the learners to achieve competence, confidence, and career readiness. The role is supported by the larger academic and curriculum teams to ensure an exceptional experience for each learner and instructional team member. This role is full-time and remote.

Responsibilities

Oversee the end to end learner experience for 10+ cohorts and 200+ learners in total, driving exceptional learner satisfaction and graduation rates
Act as a strategic consultant and point of escalation to troubleshoot course & technical content-related queries needs for instructors, teaching assistants and learners.
Manage and track information across multiple platforms to monitor and report on success and noteworthy themes related to NPS, retention, and instructor hours
Manage the cohort instructional team (Instructors and Mentors)
- Lead regular communication with cohort instructional team members to align expectations, celebrate learner progress, and address concern areas
- Address cohort instructional team scheduling needs
- Strategically gather and analyze feedback from instructional team members and students to drive continuous improvement of the learning experience.
- Facilitate team sync meetings with notes about student progress, concerns, and celebrations.
Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas.
- Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready
- Manage withdrawal/transfer of students
- 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
- Retain learners using coaching and motivational skills
Liaise with the enrollment and curriculum teams to:
- Assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated
- Leverage feedback data (NPS/CSAT) to identify opportunities with the curriculum and overall learning experience

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
- 1+ years of 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):
- 1+ year experience in a technical role - data analytics, AIML
- Experience using learning management systems

Please note: the ability to flex hours and work an evening “second shift” is critical to support our part-time evening bootcamps and will be an expectation of the person in this role. Current shift expectation is 1pm - 10pm EST, 11am - 7pm PST, subject to change. Salary ranges from $60K-$70K.

Original Job Description

About The Role

Oversee the end to end learner experience for 10+ cohorts and 200+ learners in total, driving exceptional learner satisfaction and graduation rates
Act as a strategic consultant and point of escalation to troubleshoot course & technical content-related queries needs for instructors, teaching assistants and learners.
Manage and track information across multiple platforms to monitor and report on success and noteworthy themes related to NPS, retention, and instructor hours
Manage the cohort instructional team (Instructors and Mentors)
- Lead regular communication with cohort instructional team members to align expectations, celebrate learner progress, and address concern areas
- Address cohort instructional team scheduling needs
- Strategically gather and analyze feedback from instructional team members and students to drive continuous improvement of the learning experience.
- Facilitate team sync meetings with notes about student progress, concerns, and celebrations.
Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas.
- Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready
- Manage withdrawal/transfer of students
- 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
- Retain learners using coaching and motivational skills
Liaise with the enrollment and curriculum teams to:
- Assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated
- Leverage feedback data (NPS/CSAT) to identify opportunities with the curriculum and overall learning experience

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
- 1+ years of 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):
- 1+ year experience in a technical role - data analytics, AIML
- Experience using learning management systems

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Learner Experience Manager

Edtech.com's Summary

Learner Experience Manager Full Description

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