Manager, Learner Services – Experiences

Merit America

. Own the learner services portion of the instruction and learner support workplan, maintaining projects, milestones, owners, timelines, and statuses .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing learner services, including project management, stakeholder coordination, and the development of service standards and policies. Proficient in analyzing service metrics and implementing improvements to enhance learner support and accessibility.

Highest-signal resume keywords

Project ManagementLearner Support ServicesData Privacy ComplianceCross-Functional CollaborationTeam Leadership

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Service Metrics AnalysisProcess ImprovementAccessibility FrameworksAccommodations ManagementData Security Frameworks

Soft Skills

Organizational SkillsCritical ThinkingEmpathyCommunication SkillsDetail-Oriented

Tools & Technologies

AI-Supported ToolsStudent Data Management Systems

Industry Keywords

Higher EducationStudent ServicesAcademic AdvisingNon-Traditional LearnersADA Compliance

About the role

Key responsibilities & impact

Own the learner services portion of the instruction and learner support workplan, maintaining projects, milestones, owners, timelines, and statuses
Coordinate the learner services operating rhythm, including team meetings, internal reviews, agendas, decisions, and follow-through
Represent learner services in Functional Lead syncs and report progress, dependencies, decisions, and wins
Define and report learner services metrics such as service use, time to resolution, learner satisfaction, and persistence
Make staffing, capacity, and budget recommendations as enrollment grows
Ensure learner support services are operational, accessible, high-quality, and aligned with learner needs
Create and maintain access pathways for academic advising, tutoring, wellness, and accessibility support
Monitor service usage and identify trends and barriers to access
Own the accommodations process from intake and documentation through approval, faculty notification, and record-keeping
Create service standards, response-time expectations, and learner-facing guides
Serve as primary escalation point for complex learner issues and establish protocols for crises and urgent situations
Manage the learner complaint and grievance process with the Compliance team
Lead and support Learner Success Partners through check-ins, prioritization, coaching practices, caseload coordination, onboarding, and training
Manage external vendors and AI-supported tools, including selection, contracts, service levels, performance reviews, and renewals
Evaluate AI-enabled support tools with safeguards for learner privacy, accuracy, and human handoffs
Build and refine workflows for service access, triage, escalation, and continuous improvement
Maintain learner services policies, procedures, service records, and outcome data for accreditation review
Collaborate with instruction, program design, recruitment, and enrollment teams to improve courses and learner support

Requirements

What you’ll need

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, including designing or running support services for online, adult, or non-traditional learners
Ability to manage and improve complex systems involving multiple stakeholders, tools, and processes
Strong organizational and project management skills in fast-moving environments
Experience building or refining processes to improve user experience
Comfortable in a start-up environment, creating service standards, policies, and processes where none exist
Experience leading a team, formally or informally, ideally coaches, advisors, or other frontline support staff
Experience supporting learners, students, or participants in education, workforce, or customer-facing environments
Familiarity with accessibility, accommodations, or wellness support frameworks
Working knowledge of student data privacy laws and disability accommodation requirements (ADA/Section 504) in higher education, or ability to get up to speed quickly
Strong critical thinking skills to diagnose and resolve complex or ambiguous challenges
Ability to navigate sensitive situations with empathy and sound judgment
Strong cross-functional collaboration and communication skills
Ability to coordinate across multiple stakeholders, including external partners
Clear, concise communication with both learners and internal teams
Comfort using data and feedback to identify trends and inform decisions
Ability to translate insights into actionable improvements
Detail-oriented with strong follow-through
Understanding and ability to apply data privacy and data security frameworks to sensitive learner data
Committed to Merit America's mission and values
Must reside within the 50 states or District of Columbia and have full authorization to work in the 50 U.S. states and District of Columbia
Merit America does not offer employment visa sponsorship

Benefits

Comp & perks

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
Catalog of courses for professional learning and development
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
Discount perks at work program
Phone/technology stipend
Home office setup stipend
Affinity groups and community building via virtual, in-person, and/or regional meetups