Manager, Learner Services – Experiences

🕒 il y a 8 jours

🇺🇸 États-Unis – Télétravail

💵 $105 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Merit America

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2018

💼 Conseil

🏥 Santé

📦 Logistique

Consulting • Healthcare • Logistics

Merit America est une organisation éducative axée sur la formation basée sur les compétences pour les personnes cherchant à débuter ou à faire progresser leur carrière dans le secteur technologique. L'entreprise propose des programmes en support informatique, analyse de données, design UX, cybersécurité, gestion de projet et développement Java, entre autres. Les apprenants peuvent obtenir des certifications reconnues par l'industrie grâce à des cours en ligne flexibles tout en continuant à travailler ou à gérer d'autres responsabilités. Merit America soutient les étudiants avec du coaching de carrière et des équipes de réussite professionnelle, visant à assurer l'employabilité et l'avancement de carrière. Le programme est conçu pour être accessible sans frais initiaux, permettant un paiement après avoir obtenu un emploi, et offre une communauté solidaire de pairs et d'anciens élèves.

Description

• Own the learner services portion of the instruction and learner support workplan, maintaining projects, milestones, owners, timelines, and statuses • Coordinate the learner services operating rhythm, including team meetings, internal reviews, agendas, decisions, and follow-through • Represent learner services in Functional Lead syncs and report progress, dependencies, decisions, and wins • Define and report learner services metrics such as service use, time to resolution, learner satisfaction, and persistence • Make staffing, capacity, and budget recommendations as enrollment grows • Ensure learner support services are operational, accessible, high-quality, and aligned with learner needs • Create and maintain access pathways for academic advising, tutoring, wellness, and accessibility support • Monitor service usage and identify trends and barriers to access • Own the accommodations process from intake and documentation through approval, faculty notification, and record-keeping • Create service standards, response-time expectations, and learner-facing guides • Serve as primary escalation point for complex learner issues and establish protocols for crises and urgent situations • Manage the learner complaint and grievance process with the Compliance team • Lead and support Learner Success Partners through check-ins, prioritization, coaching practices, caseload coordination, onboarding, and training • Manage external vendors and AI-supported tools, including selection, contracts, service levels, performance reviews, and renewals • Evaluate AI-enabled support tools with safeguards for learner privacy, accuracy, and human handoffs • Build and refine workflows for service access, triage, escalation, and continuous improvement • Maintain learner services policies, procedures, service records, and outcome data for accreditation review • Collaborate with instruction, program design, recruitment, and enrollment teams to improve courses and learner support

🎯 Exigences

• Bachelor's degree required; Master's degree in higher education, counseling, or a related field preferred. • 5+ years in student services, academic advising, coaching, or learner support, including designing or running support services for online, adult, or non-traditional learners • Ability to manage and improve complex systems involving multiple stakeholders, tools, and processes • Strong organizational and project management skills in fast-moving environments • Experience building or refining processes to improve user experience • Comfortable in a start-up environment, creating service standards, policies, and processes where none exist • Experience leading a team, formally or informally, ideally coaches, advisors, or other frontline support staff • Experience supporting learners, students, or participants in education, workforce, or customer-facing environments • Familiarity with accessibility, accommodations, or wellness support frameworks • Working knowledge of student data privacy laws and disability accommodation requirements (ADA/Section 504) in higher education, or ability to get up to speed quickly • Strong critical thinking skills to diagnose and resolve complex or ambiguous challenges • Ability to navigate sensitive situations with empathy and sound judgment • Strong cross-functional collaboration and communication skills • Ability to coordinate across multiple stakeholders, including external partners • Clear, concise communication with both learners and internal teams • Comfort using data and feedback to identify trends and inform decisions • Ability to translate insights into actionable improvements • Detail-oriented with strong follow-through • Understanding and ability to apply data privacy and data security frameworks to sensitive learner data • Committed to Merit America's mission and values • Must reside within the 50 states or District of Columbia and have full authorization to work in the 50 U.S. states and District of Columbia • Merit America does not offer employment visa sponsorship

🏖️ Avantages

• Medical, Dental and Vision insurance (100% Paid Employee Only Coverage) • Flexible Spending Account and Health Savings Account • Dependent care Flexible Spending Account • Health Reimbursement Account fully funded by Merit • Education & personal development reimbursement • Catalog of courses for professional learning and development • Short and long-term disability • Flexible PTO (after a 90-day introductory period) • Paid Parental Leave and Adoption benefits (after 1 year of employment) • 11 federally recognized holidays • 2 week holiday office closure in December/January • 401(k) retirement plan with automatic Merit contribution • Wellness Benefits/Wellness Resources • Discount perks at work program • Phone/technology stipend • Home office setup stipend • Affinity groups and community building via virtual, in-person, and/or regional meetups