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Learner Success Manager
Role Overview
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.
Essential Job Functions
Team Leadership

• 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.

Learner Retention and Satisfaction

• 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.

Operational Excellence

• 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.

Qualifications

• 5+ years of experience in team management, preferably in customer service, learner success, or education-related fields.
• Bachelor's degree in business, management, education, or another related field preferred.
• 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.
• Proficiency in CRM tools and other learner-success platforms is a plus.

Work Environment & Hiring Requirements

• Role Assessment: Candidates will be required to complete a role-specific assessment as the first step in the hiring process. Assessment results will be used to evaluate alignment with the position and determine next steps in the process.
• Recorded Video Interviews: All video interviews conducted during the hiring process will be recorded to support internal hiring consistency and process improvement.
• Background Checks: Employment with Penn Foster Group is contingent upon successfully completing applicable pre-employment screening requirements, which may include verification of employment history, education, and criminal background, where permitted by law.
• Identity Verification (Form I-9): As part of our onboarding process, all hires must complete employment eligibility verification in compliance with federal law. This includes remote Form I-9 verification, which may require an in-person identity verification step with an authorized representative.
• On-Camera Work Environment: We operate in a highly collaborative, remote, on-camera culture when working remotely. Employees are expected to be on camera during meetings unless extenuating circumstances apply.

About Us
At Penn Foster Group, we are transforming online learning to help learners by uniting Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms.
Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future.
Our history dates back to 1890, when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners seeking the skills necessary for safer jobs. Today, with the partners who use our education and training programs, we continue that mission by providing accessible training and education for in-demand skills and building a workforce prepared for the future job market.
Equal Employment Opportunity
We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse in identities, lived experiences, and ideas. We aim to create a culture where people feel connected to one another and have a sense of belonging.
We value diversity, equity, and inclusion because they are foundational to achieving our goals as an organization-from maximizing the number of learners who reach their goals and providing the experiences we want them to have, to becoming the type of company where people want to work.
What We Offer
We offer a robust benefits package that includes:

• Medical, dental, and vision coverage
• Flexible spending accounts
• Generous paid time off
• Sponsored volunteer opportunities
• A 401(k) with a company match
• Free access to all of our online programs