Learning Success Manager

Title:
Learning Success Manager

Department:
Assoc Provost Continued Learning Of

Reports To:
Director of Learning and Development

Position Type:
Staff

Position Summary:
The Learning Success Manager is the primary driver of participant success and client satisfaction across all courses, microcredentials, and workforce development offerings from the Learning and Development Initiative.

This role is responsible for creating and maintaining a streamlined, seamless, and high-touch support system for every stage of the learner lifecycle, from enrollment through completion. Key duties include consolidating and owning post-enrollment communications, providing effective technical assistance, and coordinating program logistics.

The Learning Success Manager serves as the accountable single point of contact for organizations and individual learners, proactively tracking engagement, resolving issues quickly, and managing learner and client expectations. This position is vital for maximizing learner retention, ensuring positive partner relationships, and translating successful learner outcomes into quantifiable program growth.

Essential Functions:
-Effectively guide prospective learners and workforce development program applicants from the initial registration/application stage through active enrollment and program completion.
-Serve as the primary point of contact for all learner and customer inquiries. Respond to emails, calls, and support tickets to resolve challenges and barriers to learning.
-Own and facilitate the creation, monitoring, and regular review of any Individualized Learning Plans or success benchmarks required within specific programs (e.g., grant-funded initiatives).
-Maximize the efficiency and personalization of communication with learners and clients by effectively utilizing digital tools and platforms for outreach and support.
-Coordinate and track critical administrative requirements, including learner attendance, progress reporting, and documentation fulfillment with training providers, corporate partners, and grant administrators.
-Oversee the coordination and execution of learner feedback collection via formal surveys, focus groups, and other qualitative/quantitative means to gauge satisfaction and identify areas for improvement.
-Manage the support relationship with organizational clients, ensuring seamless integration of their employees into LDI courses and coordinating reporting related to their contractual obligations.
-Proactively collect and analyze data on common learner and client challenges and pain points. Synthesize this data into actionable insights and strategic recommendations for improving the overall learning experience.
-Act as a central hub for feedback. Collaborate with Digital Learning, Associate Director for Learning Design, Associate Director for Workforce Development, Business Manager, and other critical stakeholders to ensure feedback loops result in tangible improvements to course design, operational efficiency, and enrollment processes.
-Serve as an advocate for the needs of customers and learners to the broader LDI team, ensuring all decisions prioritize a learner-centric approach and high-quality outcomes.

Additional Functions:
-Support the broader LDI team by actively participating in and contributing to special events, conferences, marketing initiatives, and organizational projects as needed throughout the year.
-Assist with cross-functional administrative tasks and perform other duties as assigned.

Prerequisite Qualifications:
-Bachelor's Degree.
-Minimum of 5 years of experience in working directly with students/learners in K-12, higher education, or workforce development programs.
-Demonstrated advanced proficiency in core business productivity software, including the Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and/or the Google Workspace Suite (e.g., Docs, Sheets, Slides) or compatible applications.
-Demonstrated proficiency in the practical utilization of a Learning Management System (LMS) to manage course enrollment and track learner progress.
-Demonstrated proficiency in using a Customer Relationship Management (CRM) system or similar client database for logging communications and managing accounts.
-Familiarity with digital tools used for efficient communication, scheduling, and support automation (e.g., add-ons, generative AI tools, etc.).
-Strong oral and written communication, as well as problem-solving skills.
-At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Preferred Qualifications:
-Classroom teaching experience.
-Familiarity with instructional design for online learning.
-Project management experience.

Bargaining Unit:
PSA

Range/Band:
19

Salary Information:
In compliance with the NJ Pay Transparency Law, the negotiated annual salary range for this position is $63,129.05-$97,867.98 (USD). NJIT considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses or other items.

To learn more about the comprehensive benefits NJIT offers for this position, please visit our benefits page: https://hr.njit.edu/health-benefits.

FLSA:
Exempt
Full-Time