Learner Experience Manager

About Company

Fullstack Academy is one of the nation's longest running and most reputable tech bootcamp providers. Founded in 2012, Fullstack Academy offers immersive, live online bootcamps in Coding, Cybersecurity, Data Analytics, DevOps, AI & Machine Learning, Cloud Computing, and Product Management. Fullstack Academy also offers the Grace Hopper Program, an immersive web development training program for women and non-binary students, in addition to partnerships with leading universities, organizations, and government agencies nationwide. We’ve helped over 10,000 graduates build fulfilling tech careers at companies like Google, Facebook, Amazon, Fortune 100 firms, and more. Fullstack Academy is headquartered in New York City but operates as a remote company with staff members located all around the nation. As a team, we work to consistently improve the student experience while trusting each other to do the right thing. United under the common cause of skilling and empowering the next generation of tech professionals, we aim to grow an innovative, respectful, and collaborative work environment to help our team thrive.

About The Role

As a Learner Experience Manager, you are the frontline champion for learners and the instructional team.  Reporting to the Sr. Manager of Academics and Learner Success, you will drive high learner satisfaction (NPS, CSAT), instructor performance, and strong learner graduation rates.  You will collaborate with cross-functional teams to support all academic operations while ensuring positive and transformative learning experiences at the individual cohort level.  You will drive outcomes and motivate the learners to achieve competence, confidence, and career readiness. The role is supported by the larger academic and curriculum teams to ensure an exceptional experience for each learner and instructional team member.  This role is full-time and remote.

Please note: the ability to flex hours and work an evening “second shift” is critical to support our part-time evening bootcamps and will be an expectation of the person in this role.  Current shift expectation is Mon-Fri 3pm - 12am EST, 12pm - 9pm PST, subject to change.  

Responsibilities

• 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 queries 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 part-time cohort instructional team (Instructors and Mentors)
• 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

Qualifications

• Bachelor's degree preferred in tech field or education field
• PASSIONATE: 
• 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
• RESULTS-DRIVEN:
• 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
• CUSTOMER FOCUSED:
• 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
• TECH SAVVY (Preferred): 
• 1+ year experience in a technical role - web development, data analytics, AIML or cybersecurity 
• Experience using learning management systems