Learner Success Manager

Penn Foster Group•Chandler, AZ

3d•Hybrid

About The Position

The Learner Success Manager is responsible for overseeing a team of 15–20 Learner Success Advocates, ensuring the highest standards of issue resolution, and driving learner retention through proactive collaboration across departments. This role requires a strategic mindset, excellent leadership skills, and a passion for improving learner satisfaction and success. This is a hybrid role based in our Chandler, AZ, office, requiring 2–3 days per week onsite.

Requirements

5+ years of experience in team management, preferably in customer service, learner success, or education-related fields.
Strong understanding and demonstrated execution of learner-retention strategies and long-term issue-resolution best practices.
Exceptional communication, leadership, and interpersonal skills.
Ability to analyze data, generate insights, and implement improvements.
Experience working cross-functionally to drive resolution of complex challenges.

Nice To Haves

Bachelor’s degree in business, management, education, or another related field preferred.
Proficiency in CRM tools and other learner-success platforms is a plus.

Responsibilities

Manage, mentor, and develop a team of 15–20 Learner Success Advocates to achieve performance goals related to learner outcomes, experience, and overall satisfaction.
Monitor and ensure the quality of issue resolution through coaching, feedback, and ongoing training.
Foster a positive, collaborative team environment focused on continuous improvement and learning.
Analyze learner engagement and retention trends to identify areas for improvement.
Collaborate with internal teams, including Product, Technology, and Operations, to address systemic learner challenges, drive retention strategies, and advocate for learner needs.
Develop and implement initiatives that enhance the learner experience and foster long-term success.
Establish, monitor, and leverage key performance metrics to improve team performance, learner outcomes, and operational effectiveness.
Identify, prioritize, and lead process-improvement initiatives that increase operational efficiency, improve team productivity, and enhance the learner experience through cross-functional collaboration and data-driven execution.