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Learner Experience Manager

United States 55000.00 USD / Year · Job Posted March 22, 2026
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Job Description

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
  • Technical knowledge in AI industry
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