Learning Community Experience Manager

JOB DESCRIPTION

KEY RESPONSIBILITIES:

Program Knowledge and Guidance:

• Expertise in Programs: Maintain a thorough understanding of all programs offered, including their structure, content, and graduation requirements.
• Guidance and Support: Assist junior team members and learners with queries related to different programs details, providing accurate and timely information.
• Proactive Problem Solving: Adopt a proactive approach to identify and address potential issues before they escalate. Act as an independent problem-solver, capable of making decisions that enhance the learner experience.

Event Organization:

• Event Planning: Organize and execute high-quality in-person events related to program content
• Event Coordination: Coordinate with various stakeholders to ensure smooth event execution and high learner satisfaction.

Continuous Improvement and Feedback:

• Program Assessment: Continuously assess the delivery of programs, identifying areas for improvement and implementing changes as needed.
• User-Centric Approach: Maintain a highly user-centric/customer-obsessed mindset, prioritizing the needs and experiences of learners in all initiatives.
• Feedback and Suggestions: Provide constructive feedback and suggestions for program improvements to the learning team, contributing to the ongoing enhancement of our educational offerings.

High-Quality Support:

• Resource Development: Develop and update resources such as FAQs, guides, and training materials to support junior team members and learners.
• Support Excellence: Ensure all learner queries are handled with professionalism and efficiency, providing exceptional support throughout their learning journey.
• Documentation: Maintain accurate records of learner interactions and feedback to inform continuous improvement efforts.
• Escalation Process: Understand and manage the escalation process for technical/content-related questions (by program via the Talent Readiness team) and systems/platform-related customer support queries (via Talent Experience). Liaise with the Central Team to escalate learner issues and resolve problems rapidly. 

Data Analysis and Reporting:

• Dashboard Creation: Develop and maintain comprehensive dashboards that provide real-time insights into key operational metrics. Use these dashboards to track performance and identify areas for improvement.
• Analytical Reporting: Generate detailed analysis reports for the Country General Manager, highlighting key findings and actionable insights to drive operational excellence and strategic decision-making.
• Research and Data Gathering: Conduct thorough research and gather data to support various decision-making processes, ensuring that all recommendations are based on solid evidence and analysis.

Stakeholder Collaboration:

• Internal Stakeholder Engagement: Work closely with internal stakeholders across various departments to ensure alignment of goals and strategies. Facilitate communication and collaboration to achieve common objectives.
• External Partner Coordination: Develop and manage relationships with external partners, vendors, and clients, ensuring clear communication and timely resolution of issues. Represent the company professionally in all external interactions related to our learner community.

REQUIREMENTS:

• A Bachelor's or Master's degree in Management, Education, Training and Development, Systems Thinking or a related field. An advanced professional degree (MBA) is a plus.
• Exceptional communication and presentation skills, both verbal and written, with an emphasis on clarity and engagement.
• Detail-oriented with strong organizational and relationship-building abilities, with a track record of maintaining an ongoing level of engagement with stakeholders at all levels. Strong interpersonal skills to build and maintain relationships with learners, team members, and stakeholders.
• Strong project management skills, capable of leading initiatives from concept to fruition. Ability to work collaboratively with cross-functional teams and stakeholders to achieve common goals.
• Innate problem-solving skills, strategic thinking, and a self-starter mentality. Capable of learning from experiences and applying this knowledge to future challenges.
• Flexible and adaptable, with the capacity to thrive in a dynamic and evolving environment.
• Experience with remote team management across multiple time zones and exposure to international experiences.
• Proficiency in using learning management systems (LMS), event management software, Google Suite, Asana, Slack, Zoom, Miro, and other relevant software and tools used in data analysis, project management, and business operations. Tech-savvy with the ability to quickly learn and adapt to new technologies.
• Ability to analyze data related to learner engagement and program effectiveness, using insights to drive improvements. Proficiency in data visualization techniques and tools to create meaningful and impactful reports and dashboards.
• Ability to strategically lead, develop, and guide a team towards a desired outcome.
• Ability to work independently and prioritize tasks in a fast-paced environment.