Learner Experience Manager (Australia)

peopleworth; Canberra; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote role

Flexible working environment

Job summary

peopleworth is seeking a Learner Experience Manager / Student Success Manager to help learners thrive in their professional learning journey within a digital education environment. This role focuses on ensuring students are fully supported from onboarding to completion, maintaining high engagement and satisfaction throughout.

You will drive learner success through proactive communication, problem-solving, and collaboration with internal teams and learning facilitators.

Qualifications

• Bachelor's degree or equivalent experience.
• At least 3 years in student support, customer success, or learner engagement.
• Strong ability to build rapport with diverse learner groups.
• Excellent organisational and administrative skills.
• Experience facilitating online sessions or coaching learners (preferred).
• Familiar with digital education platforms and online learning environments.
• Empathetic, proactive, and professional handling sensitive information.
• Accountability and ownership of learner outcomes.

Responsibilities

• Act as the primary point of contact for learners from onboarding through course completion.
• Conduct 1:1 and group learner support sessions across multiple time zones.
• Guide learners in structuring study plans and managing progress toward completion.
• Identify and address learning or engagement challenges early, offering practical solutions.
• Maintain clear and responsive communication via email, chat, and video calls.
• Collaborate with facilitators, mentors, and career coaches to ensure learner goals are met.
• Monitor learner performance and engagement using tracking tools and reports.
• Collect and analyse learner feedback to recommend process improvements.
• Provide alumni support and foster a sense of community among past participants.

Skills

Learner support

Communication

Organisational skills

Online coaching

Digital learning platforms

Empathy

Accountability

Video conferencing

Education

Bachelor's degree or equivalent experience

Tools

Video conferencing tools

Job description

At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we work with a variety of forward-thinking partners and are excited to share this opportunity that sits within our growing group.

Role Overview

We are seeking a Learner Experience Manager / Student Success Manager to help learners thrive in their professional learning journey within a digital education environment. This role focuses on ensuring students are fully supported from onboarding to completion, maintaining high engagement and satisfaction throughout. You will play a vital role in driving learner success through proactive communication, problem-solving, and collaboration with internal teams and learning facilitators.

Key Responsibilities

• Act as the primary point of contact for learners from onboarding through course completion
• Conduct 1:1 and group learner support sessions across multiple time zones
• Guide learners in structuring study plans and managing progress toward completion
• Identify and address learning or engagement challenges early, offering practical solutions
• Maintain clear and responsive communication via email, chat, and video calls
• Collaborate with facilitators, mentors, and career coaches to ensure learner goals are met
• Monitor learner performance and engagement using tracking tools and reports
• Collect and analyse learner feedback to recommend process improvements
• Provide alumni support and foster a sense of community among past participants

Requirements

• Relevant Bachelor's degree or equivalent experience
• Minimum of 3 years' experience in student support, customer success, or learner engagement within education or training environments
• Demonstrated ability to build rapport and communicate effectively with diverse learner groups
• Strong organisational and administrative skills, with attention to detail
• Experience facilitating online sessions or coaching learners (preferred)
• Familiarity with digital education platforms and online learning environments
• Empathetic, proactive, and able to handle sensitive information with professionalism
• A strong sense of accountability and ownership of learner outcomes

Benefits

• Fully remote role with flexible working environment
• Collaborative, people-centred performance culture
• Opportunity to contribute to meaningful learner outcomes in a growing digital education sector
• Professional growth within a purpose-driven Employer Group

Our Recruitment Process

The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit.

• Application Submission: Complete the online form and answer brief application questions.
• Initial Screening: Applications are reviewed for role alignment; successful candidates move to the longlist.
• Video Interview Stage: You'll record short responses to 3-4 role-specific questions.
• Live Interviews: Shortlisted candidates attend first-round interviews (and, if applicable, further rounds).
• Final Shortlist & Verification: Reference and background checks are completed.
• Offer & Contracting: Successful candidates receive formal offers and contract documents.
• Pre-boarding & Onboarding: Once accepted, you'll complete a pre-boarding process before officially joining your employing organisation within the Employer Group.

Throughout every stage, we value clear communication, respectful engagement, and timely feedback.