Learner Success & Support Leader

SMSFactor; Anzin; On-site; EUR 40,000 - 60,000; Full time

Job summary

Jobtailor in France seeks a proactive head of learner support to lead and develop a high-performing team. You will set objectives, monitor results and foster a learner-centered culture to ensure ongoing success and satisfaction across the learning journey.

You will supervise coaches, coordinate cross-functional initiatives and drive continuous improvement in service quality and operational efficiency, with a strong focus on customer experience and outcomes.

Qualifications

• Proven experience managing operational teams.
• Ability to unite, support and develop team members.
• Hands-on leadership with results- and performance-orientation.
• Strong command of performance and service quality metrics.
• Ability to analyze results and implement improvement actions.
• Strong organizational and operational efficiency with continuous improvement mindset.
• Strong focus on customer satisfaction and user experience.
• Ability to optimize processes and drive change.
• Experience in project management and coordinating cross-functional teams.
• Initiative, autonomy and a strong sense of responsibility.

Responsibilities

• Manage and develop learner support teams
• Supervise, lead and mentor coaches
• Develop the individual and collective skills of the team
• Set objectives, monitor results and support skills development
• Promote engagement, collaboration and a learner-centered culture
• Ensure learner success and satisfaction
• Manage learner support throughout their learning journey
• Ensure the quality of interactions and the effectiveness of support mechanisms
• Implement actions to improve learner engagement, persistence and success
• Regularly monitor satisfaction and performance indicators
• Track key activity and learner success metrics
• Optimize organization, resources and ways of working
• Identify areas for improvement and implement associated action plans
• Contribute to cost control and the operational efficiency of the department

Skills

Team leadership

People development

Performance management

Customer satisfaction

Process optimization

Project coordination

Autonomy

Initiative

Job description

Jobtailor in France seeks a proactive head of learner support to lead and develop a high-performing team. You will set objectives, monitor results and foster a learner-centered culture to ensure ongoing success and satisfaction across the learning journey.

You will supervise coaches, coordinate cross-functional initiatives and drive continuous improvement in service quality and operational efficiency, with a strong focus on customer experience and outcomes.