Simplilearn is seeking a Learner Experience Manager to focus on handling high-priority customer issues and retaining learners. You will be responsible for resolving escalated concerns, implementing strategies to reduce churn, and ensuring smooth, empathetic issue resolution across teams to improve overall customer satisfaction.
What You'll Do
- Act as the primary point of contact for learner escalations and address cohort learners in class during an escalation.
- Investigate issues by coordinating with cross-functional teams including operations, product, support, and quality.
- Ensure timely, accurate, and empathetic resolution of customer problems.
- Track escalation trends, identify root causes to prevent recurrence, and maintain detailed case documentation.
- Communicate with learners to align on progress, celebrate milestones, and address concerns.
- Manage classroom satisfaction, measure student engagement, and guide students to ensure they graduate career-ready.
- Manage escalations, respond to learner queries, and meet with learners 1 on 1 to discuss feedback.
- Proactively address and provide immediate assistance to escalated learner concerns over Slack, during live sessions, and via email.
- For new onboardings, assure learner expectations are clear and proactively communicate any needed adjustments.
- Collaborate with the enrollment team to reduce reversals during early learner onboarding.
- Compile and share weekly and monthly reports highlighting key issues to enhance learner experience and improve retention.
- Help build a learner community and drive engagement through group sessions, events, and community channels.
- Collaborate with internal teams to improve the learner experience based on feedback.
- Support program graduates through the career services platform and manage administrative tasks in their journey.
What We're Looking For
- Post-secondary education in a tech or education field.
- 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.
- Experience working in a growth environment and comfort 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.
- A track record of delivering outstanding customer and stakeholder satisfaction.
- A magnetic personality combined with a positive attitude and professionalism.
Nice to Have
- Experience managing others.
- 2+ year experience in a technical role such as data analytics or AIML.
- Experience using learning management systems and with e-learning.
- Educational industry background.
- Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools.
- Technical knowledge in the AI industry.
Technical Stack
- Salesforce
- Google Sheets
- Tableau
- Learning Management Systems
Team & Environment
You'll join a team that blends live instruction, personalized support, and career-focused resources.
Benefits & Compensation
- On-Target Earnings: $55,000 annually
- Benefits package included
Work Mode
This is a remote position open to candidates in the United States.
Simplilearn is 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.
