[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