Learner Support and Success Manager

Jobtailor; 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

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

Requirements

• Proven experience managing operational teams


• Ability to unite, support and develop team members


• Hands-on leadership, results- and performance-oriented


• Strong command of performance and service quality metrics


• Ability to analyze results and implement improvement actions


• Strong organizational skills, operational efficiency and a 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