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

Requirements

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
Experience using learning management systems

Benefits

Compensation & Benefits:
The on-target earnings (OTE) range for this role is $50,000 to $55,000 per year, plus benefits.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

web developmentdata analyticsAIMLcybersecuritylearning management systems

Soft Skills

project managementattention to detailcommunicationcoachingmotivationcustomer satisfactionstakeholder satisfactioncollaborationproblem-solvingleadership