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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.
Job Responsibility:
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
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
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
Proactively address and provide immediate assistance to escalated learner concerns over Slack and during live sessions/emails
Liaise with the enrollment, delivery and reversal team
For new Onboards, assure learner expectations are clear
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
Help build a learner community and engagement through group sessions and events
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
Requirements:
Post secondary education in tech or education field
Passion for the tech and education industries
Experience in education, teaching, instructional coaching, academic operations or learning and development
Experience working in a growth environment
Great attention to detail and project management skills
Ability to operate and execute independently while collaborating virtually
Track record of delivering outstanding customer and stakeholder satisfaction
Magnetic personality combined with a positive attitude and professionalism
Experience managing others a plus
2+ year experience in a technical role - data analytics, AIML (Preferred)
Experience using learning management systems (Preferred)
Nice to have:
E-learning experience (internal or as a customer)
Educational Industry background
Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools