McLean & Company

General

• Accurately schedule and track a variety of multi-week programs, providing regular reporting and communications to partners
• Develop and iterate coordination and administrative processes for client-facing products
• Own registration of new cohorts and learners in multiple software systems
• Work with facilitators to provide live in-session support to learners
• Manage breakout rooms and troubleshoot technical difficulties
• Work directly with clients to coordinate and manage all aspects of training logistics
• Coordinate with the Learning Solutions Team to craft detailed responses to inquiries through various mediums
• Troubleshoot the learning management system and identify opportunities to improve client service
• Prepare accurate daily reporting for internal and client-facing use
• Communicate and work closely with internal teams to navigate client requests, scheduling changes, and other tasks

Coordinator, Learning Solutions

Marketing

• Own the strategy and execution of customer lifecycle programs across onboarding, product adoption, advocacy, awards, referrals, growth, and retention
• Design and lead onboarding programs and communications that accelerate time-to-value for new customers
• Partner with sales and product teams to build adoption campaigns and drive usage of key features
• Develop lifecycle communications across email, in-app, and content channels
• Develop and execute a customer advocacy strategy and manage the customer awards program
• Identify and nurture customer advocates for case studies, testimonials, events, and peer networking initiatives
• Collaborate with sales, delivery, and marketing teams to create advocacy content across digital, events, and social media
• Develop and scale a customer referral program to drive high-quality opportunities
• Develop customer growth initiatives that expand product adoption within existing accounts
• Identify at-risk customers using usage data, support signals, and satisfaction metrics, and execute retention, save, and win-back programs
• Track churn indicators, retention metrics, and lifecycle program performance to refine strategies
• Serve as liaison among marketing, sales, and customer success teams
• Lead and manage two shared marketing resources, acting as project manager and allocating resources across initiatives

Senior Marketing Manager, Customer Lifecycle

Learning and Development

• Serve as the quality assurance lead for Learning Solutions content
• Ensure deliverables align with research standards, instructional design principles, accessibility requirements, and member expectations before release
• Lead content quality alignment sessions across reviewers
• Develop, maintain, and continuously improve quality standards, scorecards, and governance frameworks
• Analyze quality data to identify trends and risks and provide actionable insights and recommendations
• Identify process gaps and implement sustainable solutions that improve efficiency, consistency, scalability, and member experience
• Scope outsourced projects and establish expectations
• Manage external vendors and outsourcing partners responsible for content development, maintenance, and production support
• Coordinate reviews and provide partners with consolidated feedback
• Monitor partner performance and maintain relationships that strengthen capacity, reliability, quality, and delivery outcomes
• Analyze vendor performance data and recommend improvements
• Collaborate with Learning Solutions leaders, delivery teams, vendors, and cross-functional stakeholders to solve problems and implement scalable solutions

L&D Quality Lead

Director

• Lead, coach, and develop a small team of managers/directors and gig workers responsible for program delivery
• Provide guidance on complex people issues, including performance management, engagement, and team dynamics
• Foster a high-performance, accountable, and collaborative team culture
• Co-lead facilitator excellence and quality assurance practices, including shadowing and giving feedback
• Facilitate training offerings primarily for leader and HR audiences using creative techniques aligned with adult learning principles
• Deliver external-client coaching using ICF PCC-level proficiencies and competencies
• Conduct effective coaching conversations using active listening and powerful questions
• Manage assigned cohorts through meet-and-greets, tailoring, and serving as main point of contact for decision-makers
• Partner with commercial teams to demonstrate proof of concept, assess client needs, and scope requirements
• Maintain current offerings, including piloting and iterating program design
• Liaise between Learning Solutions delivery and production for product updates
• Collaborate with operations to develop and execute scheduling strategies across full-time, contract, and gig talent

Coordinator, Learning Solutions

Senior Marketing Manager, Customer Lifecycle

L&D Quality Lead

Director, Learning Solutions