Lead Learner Success Manager

Job Summary

We are looking for a skilled and experienced Lead to support our team members and ensure that our learners receive exceptional service. The Lead, Learner Success Manager will oversee day to day activities like ticket assignment, roster creation, managing daily operations, identifying opportunities for process improvements, and ensuring that our team receives the support to do their job efficiently.

Key Responsibilities

• Oversee the day-to-day operations of the Learner Success Group, including managing schedules and ensuring adequate coverage during peak times.
• Monitor team performance metrics and provide regular feedback to team members to drive performance and meet Customer satisfaction goals.
• Develop and implement effective training programs to ensure that all team members have the skills and knowledge needed to provide exceptional learner experience.
• Manage escalated learner issues and provide timely resolution to ensure learner satisfaction.

Requirements

• Bachelor's degree.
• 3+ years of experience in a support role, with at least 2+ years in a leadership role.
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• Proficiency with salesforce is an added advantage.
• Flexibility to work in rotational shifts & week offs and WFO is a must.