Position - Associate Director - Learner Success
Location: Bangalore (HSR Layout)
Shift - 4 PM to 1 AM
About Simplilearn
Founded in 2010 and based in Plano, Texas, and Bangalore, India, Simplilearn, a Blackstone portfolio company, is a global leader in digital upskilling, enabling learners across the globe with access to world-class training to individuals and businesses worldwide. Simplilearn offers 1,500+ live classes each month across 150+ countries, impacting over 8 million learners globally. The programs are designed and delivered with world-renowned universities, top corporations, and leading industry bodies via live online classes featuring top industry practitioners, sought-after trainers, and global leaders. From college students and early career professionals to managers, executives, small businesses, and big corporations, Simplilearn's role-based, skill-focused, industry-recognized, and globally relevant training programs are ideal upskilling solutions for diverse career or business goals.
Key Responsibilities:
End-to-End Program Delivery
- Own the full lifecycle of US PG program deliveryincuding Onboarding, Induction, Completion, Certification and Career Services
- Manage multiple concurrent cohorts with a focus on engagement, retention, and completion rates.
- Own experience across all touchpoints to ensure the right experience and outcome for learners
- Constant co-ordination with cross functional teams to ensure effective program delivery
Learner Experience & Support
- Work closely with Senior Program Managers, Program Managers and Learner Success Managers to ensure the right outreach, personalized nudges, and timely support to drive great experience.
- Identify learner pain points and lead initiatives to improve experience, NPS, and Outcomes.
Performance & Operational Excellence
- Define, track, and report on key delivery KPIs (attendance, drop-off, completion, satisfaction, etc.).
- Optimize delivery workflows to scale operations while maintaining a high-touch Experience.
Team Management & Coaching
- Lead and mentor a team of Senior Program Managers, Program Managers, Learner Success Managers.
- Drive a culture of team work and accountability, and learner-obsession within the team.
Cross-functional Collaboration
- Collaborate with Growth, Education, Platform, and Marketing to align delivery with learner needs and business goals.
- Partner with the Growth team to support pre-sales or onboarding activities when Needed.
Escalation Management
Manage learner feedback effectively to avoid escalations
Build escalation frameworks and ensure timely resolution
Cohort Planning & Optimisation
- Ensure timely scheduling and communication of cohorts across all programs. Continuously monitor and optimize cohort sizes based on defined thresholds and learner experience metrics.
- Track and manage program delivery costs to ensure efficiency and budget adherence.
Requirements:
- 10-15 years of experience in Program Management, Delivery, or Learner/Customer Success, preferably in B2C or edtech.
- Prior experience in team management including performance management Responsibilities.
- Strong operational mindset with proven ability to manage programs at scale. Excellent communication and stakeholder management skills.
- Experience using CRM, LMS, and learner engagement tools (e.g.Slack, Webex, Zoom, etc.).
- Data-driven approach with experience analyzing performance metrics to drive Improvements.
- Comfortable working in a fast-paced, consumer-first, and outcome-driven Environment.
- Knowledge of Salesforce and MS Excel, MS PowerPoint Skills
Good to Have:
Prior experience in online education, coaching, or upskilling programs.
