Student Services Manager

Position Summary:

The Student Services/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 position is hybrid in Chandler, AZ only.

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 quality of issue resolution through coaching, feedback, and ongoing training.


* Foster a positive and collaborative team environment focused on continuous improvement and learning.

Learner Retention & Satisfaction:


* Analyze learner engagement and retention trends to identify areas for improvement.


* Collaborate with internal teams (e.g., product, technology, 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:


* Develop metrics and reporting to evaluate team performance and learner outcomes.


* Streamline processes for reducing and resolving inbound learner issues efficiently and effectively.


* Ensure adherence to service-level agreements (SLAs), outcomes-based metrics, and company policies.

Knowledge, Skills, Abilities:


* 5+ years of proven experience in team management, preferably in customer service, learner success, or education-related fields.


* Strong understanding and 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 in cross-departmental roles to drive resolution of complex challenges.


* Proficiency in CRM tools and other learner success platforms is a plus.

About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together 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 to get the necessary skills for safer jobs.

Today, with the partners who use our education and training programs, we continue that mission of providin...