Manager, Learner Services – Experiences

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Merit America

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Merit America is an educational organization focused on providing skills-based training for individuals looking to start or advance technology careers. The company offers programs in IT support, data analytics, UX design, cybersecurity, project management, and Java development, among others. Learners can gain industry-recognized credentials through flexible online courses while continuing to work or manage other responsibilities. Merit America supports students with career coaching and job success teams, aiming to ensure employability and career advancement. The program is designed to be accessible with no upfront costs, allowing payment after securing employment, and it offers a supportive community of peers and alumni.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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