[Hiring] Learner Experience Manager @Fullstack Academy

Role Description

As a Learner Experience Manager, you serve as the frontline champion for both learners and the instructional team, building positive relationships with learners and providing ongoing support as they transition into their job search after graduation. Reporting to the Manager of Instructional Teams, you are responsible for driving high learner satisfaction (NPS, CSAT), supporting strong instructor performance, and maintaining high learner graduation rates. This role is full-time and remote.

• Oversee the end to end learner experience for 10+ cohorts and 200+ learners in total, driving exceptional learner satisfaction and graduation rates.
• Act as a strategic consultant and point of escalation to troubleshoot course & technical content-related needs for instructors, teaching assistants, and learners.
• Manage and track information across multiple platforms to monitor and report on success and noteworthy themes related to NPS, retention, and instructor hours.
• Manage the cohort instructional team (Instructors and Teaching Assistants).
• Lead regular communication with cohort instructional team members to align expectations, celebrate learner progress, and address concern areas.
• Address cohort instructional team scheduling needs.
• Strategically gather and analyze feedback from instructional team members and students to drive continuous improvement of the learning experience.
• Facilitate team sync meetings with notes about student progress, concerns, and celebrations.
• Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas.
• Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready.
• Manage withdrawal/transfer of students.
• 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.
• Retain learners using coaching and motivational skills.
• Liaise with the enrollment and curriculum teams to:
  • Assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated.
  • Leverage feedback data (NPS/CSAT) to identify opportunities with the curriculum and overall learning experience.

Qualifications

• Post secondary education in tech or education field.
• A passion for the tech and education industries.
• Motivation to impact lives through upskilling and career mobility.
• 1+ years of experience in education, teaching, instructional coaching, academic operations, or learning and development.
• 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.
• 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.
• 1+ year experience in a technical role - web development, data analytics, AIML, or cybersecurity (Preferred).
• Experience using learning management systems (Preferred).

Requirements

• The ability to flex hours and work an evening “second shift” is critical to support our part-time evening bootcamps. Current shift expectation is 1pm - 10pm EST, 11am - 7pm PST, subject to change.

Compensation & Benefits

• The on-target earnings (OTE) range for this role is $50,000 to $55,000 per year, 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.

Work Authorization

Applicants must be legally authorized to work in the United States at the time of application and throughout employment.