They work closely with Learner Success Partners (coaches), instructors, instructor and program design team, and external providers to ensure learners are connected to the right support at the right time. This role reports to the Director of Instruction and 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: translating priorities into plans, coordinating providers and dependencies, tracking work, and building the service standards, policies, and workflows that do not yet exist.
The Learner Success Partners (LSPs) report to this role. Because Meritus College is a small, collaborative team, you will lead as a working member of it: handling complex learner situations alongside LSPs, building shared coaching practices with them, and supporting their day-to-day work and growth. You will be the connective point between how learner services are designed and how learners experience them. Working with the Manager, Instruction and Program Design, you will use what LSPs and service providers see in live delivery to improve services, policies, and courses rather than waiting for a formal review cycle.
Responsibilities The responsibilities will include, but are not limited to, the following: Program and Project Management (15%): Own the learner services portion of the instruction and learner support workplan, in coordination with the Manager, Instruction and Program Design, maintaining projects, milestones, owners, timelines, and statuses Coordinate the learner services operating rhythm: facilitate team meetings and internal reviews, set agendas, document decisions and next steps, and ensure follow-through Represent learner services in Functional Lead syncs within Meritus College, raising progress, asks, dependencies, decisions needed, and wins Define and report learner services metrics (e.g., service use, time to resolution, learner satisfaction, persistence) to College leadership Make staffing, capacity, and budget recommendations as enrollment grows, including LSP caseload ratios and vendor capacity Learner Services Operations (20%): Ensure all learner support services are operational, accessible, and aligned with learner needs Create and maintain clear pathways for learners to access services such as academic advising, tutoring, wellness, and accessibility support Monitor service usage and identify trends in learner needs and barriers to access Continuously improve processes to create a seamless and intuitive learner experience Translate College model into a coordinated set of services spanning advising, academic support, wellness, career, coaching, and financial and child care resources Own the accommodations process end to end, from intake and documentation through approval, faculty notification, and record-keeping, in partnership with the Operations and Compliance team Create and maintain service standards, response-time expectations, and learner-facing guides so services are consistent, accessible, and usable at scale Service Coordination & Escalation (15%): Serve as the primary escalation point for complex learner issues that require coordination across multiple services Partner with Learner Success Partners (coaches) to ensure learners are connected to the appropriate resources Ensure timely resolution of learner issues, maintain accurate documentation, and communicate with coaches and instructors Establish protocols for learner crises, wellness concerns, and other urgent situations, including when and how to involve College leadership and outside resources Manage the learner complaint and grievance process in partnership with the Compliance team, so complaints are documented, resolved, and tracked as accreditors and state regulators require LSP Team Leadership & Support (15%): Serve as the day-to-day lead for the Learner Success Partners (LSPs): hold regular check-ins, help prioritize their work, and be their first call when a learner situation gets complicated Work with LSPs to build shared coaching practices (outreach, check-ins, referrals, and documentation), using case consultations and peer feedback to keep support consistent across learners Coordinate LSP caseloads with the team, balancing assignments as enrollment grows and learner needs shift Help onboard and train new LSPs on the learner services ecosystem, referral and escalation protocols, and FERPA and data privacy requirements Use shared team measures (e.g., learner contact rates, referral follow-through, persistence) to spot where learners need more support and where the team needs more capacity Vendor & Tool Management (10%): Act as the primary liaison for external service providers including library and tutoring services, and AI-supported tools Monitor service performance and learner experience across vendors and tools Provide feedback and insights to improve service quality and effectiveness Partner with leadership to identify opportunities to enhance or expand services over time Manage vendor relationships end to end, including scoping, selection, contract terms and service-level expectations, performance reviews, and renewal recommendations Evaluate AI-enabled support tools before and after adoption, with safeguards for learner privacy and accuracy and clear handoffs to a person when a learner needs one Process Design & Continuous Improvement (15%): Build and refine workflows for service access, triage, and escalation Identify gaps in the learner services ecosystem and build practical solutions Use learner feedback and data to inform improvements to services and processes Contribute to the long-term design of a scalable, high-impact learner support model Maintain learner services documentation (policies, procedures, service records, and outcome data) to a standard that holds up under accreditation review, in partnership with the Operations and Compliance team Cross-Functional Collaboration (10%): Partner with the instruction team so learners get coordinated, consistent support.