Fast Facts

Join Simplilearn as a Learner Experience Manager focused on enhancing customer satisfaction and retention for online learning programs in tech education. This role involves managing escalations, improving learner engagement, and collaborating with teams to drive successful outcomes for students.

Responsibilities: Manage escalations from learners, ensure timely resolution of issues, track trends, and improve engagement and retention through proactive communication and support. Collaborate with teams to enhance the overall learner experience.

Skills: Strong project management, customer service, and communication skills are required, along with a passion for education and technology.

Qualifications: Post-secondary education in tech or education, with experience in teaching, learning development or a related field preferred. Technical skills in data analytics or similar areas are a plus.

Location: Remote position with flexible hours based on learner needs, primarily in the USA.

Compensation: $55000 / Annually

About Simplilearn

Simplilearn is the world’s #1 online Bootcamp provider, enabling learners around the globe with rigorous and highly specialized training offered in partnership with world-renowned universities and leading corporations. We focus on emerging technologies and skills, such as data science, cloud computing, programming, and more — that are transforming the global economy. Our training is hands-on and immersive, including live virtual classes, integrated labs and projects, 24x7 support, and a collaborative learning environment. Over two million professionals and 2000 corporate training organizations across 150 countries have harnessed our award-winning programs to achieve their career and business goals.

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.
• 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

Liaise with the enrollment, delivery and reversal team

• For new Onboards, 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.