[Hiring] Manager, Learner Services & Experiences @Merit America

Role Description At Meritus College, learner support is not a collection of disconnected services - it is a coordinated system designed to remove barriers, accelerate progress, and ensure every learner has access to the resources they need to succeed. The Manager, Learner Services & Experiences, is responsible for ensuring that this system functions seamlessly. This role oversees the full ecosystem of learner support services, including: • Academic advising • Tutoring • Wellness • Accessibility • Library services These services are delivered through a combination of AI-powered tools and external partners. This role ensures that services are available, accessible, high-quality, and effectively integrated into the learner experience. This is a high-ownership, systems-oriented role designed for scale. It is a player-coach role that combines hands-on ownership of learner services with program management for the work. Responsibilities • Program and Project Management (15%): • Own the learner services portion of the instruction and learner support workplan. • Coordinate the learner services operating rhythm. • Represent learner services in Functional Lead syncs within Meritus College. • Define and report learner services metrics to College leadership. • Make staffing, capacity, and budget recommendations as enrollment grows. • Learner Services Operations (20%): • Ensure all learner support services are operational and aligned with learner needs. • Create and maintain clear pathways for learners to access services. • Monitor service usage and identify trends in learner needs. • Continuously improve processes to create a seamless learner experience. • Own the accommodations process end to end. • Create and maintain service standards and learner-facing guides. • Service Coordination & Escalation (15%): • Serve as the primary escalation point for complex learner issues. • Partner with Learner Success Partners to ensure learners are connected to resources. • Ensure timely resolution of learner issues. • Establish protocols for learner crises and urgent situations. • Manage the learner complaint and grievance process. • LSP Team Leadership & Support (15%): • Serve as the day-to-day lead for the Learner Success Partners. • Work with LSPs to build shared coaching practices. • Coordinate LSP caseloads with the team. • Help onboard and train new LSPs. • Use shared team measures to spot where learners need more support. • Vendor & Tool Management (10%): • Act as the primary liaison for external service providers. • Monitor service performance and learner experience across vendors. • Provide feedback and insights to improve service quality. • Manage vendor relationships end to end. • Evaluate AI-enabled support tools before and after adoption. • Process Design & Continuous Improvement (15%): • Build and refine workflows for service access and escalation. • Identify gaps in the learner services ecosystem. • Use learner feedback and data to inform improvements. • Maintain learner services documentation to a standard that holds up under accreditation review. • Cross-Functional Collaboration (10%): • Partner with the instruction team for coordinated support. • Provide guidance on how and when to utilize learner services. • Share insights and trends to inform learner experience improvements. • Partner with recruitment and enrollment on the handoff from admission to onboarding. Qualifications • 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. • Experience in designing or running support services for online, adult, or non-traditional learners. Requirements • Ability to manage and improve complex systems involving multiple stakeholders. • Strong organizational and project management skills. • Experience building or refining processes to improve user experience. • Experience leading a team, ideally coaches or advisors. • Experience supporting learners in education or workforce environments. • Strong critical thinking skills to diagnose and resolve complex challenges. • Strong cross-functional collaboration and communication skills. • Comfort using data and feedback to identify trends and inform decisions. 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 • 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 • Phone/technology stipend • Home office setup stipend