Learner Support and Success Manager

Responsibilities

• Manage and develop learner support teams
• Supervise, lead and mentor coaches
• Develop the individual and collective skills of the team
• Set objectives, monitor results and support skills development
• Promote engagement, collaboration and a learner-centered culture
• Ensure learner success and satisfaction
• Manage learner support throughout their learning journey
• Ensure the quality of interactions and the effectiveness of support mechanisms
• Implement actions to improve learner engagement, persistence and success
• Regularly monitor satisfaction and performance indicators
• Track key activity and learner success metrics
• Optimize organization, resources and ways of working
• Identify areas for improvement and implement associated action plans
• Contribute to cost control and the operational efficiency of the department

Requirements

• Proven experience managing operational teams
• Ability to unite, support and develop team members
• Hands-on leadership, results- and performance-oriented
• Strong command of performance and service quality metrics
• Ability to analyze results and implement improvement actions
• Strong organizational skills, operational efficiency and a continuous improvement mindset
• Strong focus on customer satisfaction and user experience
• Ability to optimize processes and drive change
• Experience in project management and coordinating cross-functional teams
• Initiative, autonomy and a strong sense of responsibility