{"id":2716073,"url":"https://alion.io/job/merit-america-manager-learner-services-experiences","title":"Manager, Learner Services & Experiences","company":{"id":683865,"name":"Merit America","domain":"meritamerica.org","url":"https://alion.io/company/meritamerica","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Early Careers","role_family":"Early Careers","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":105000,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T11:40:51Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-18T01:26:40Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Organization: Meritus College\nMeritus College is a new kind of not-for-profit online college, built from the ground up to meet the needs of working adults and career-changers who’ve been overlooked by traditional higher education.\nThe problem is clear: only 33% of Pell grant recipients complete their degrees at two-year colleges within six years. College has become too rigid, too expensive, and too disconnected from both student realities and career outcomes. Meritus College is different. Our online, asynchronous programs and \"workplace as laboratory\" approach allow students to learn and apply new skills directly to their jobs, while receiving personalized support from dedicated coaches every step of the way. We focus on real-world skills and stackable credentials in high-demand fields, ensuring graduates are prepared for today's jobs and tomorrow's opportunities. Founded in 2025 with an inaugural Associate of Applied Science in Technology and Innovation degree, Meritus College is building a mainstream pathway to economic mobility-one designed not for the privileged few, but for the talented many who’ve too often been left behind.\nRole Overview \nAt Meritus College, learner support is not a collection of disconnected services - it is a coordinated system designed to remove barriers, accelerate progress, and ensure every learner has access to the resources they need to succeed.\nThe Manager, Learner Services & Experiences, is responsible for ensuring that this system functions seamlessly. This role oversees the full ecosystem of learner support services, including academic advising, tutoring, wellness, accessibility, and library services. These services are delivered through a combination of AI-powered tools and external partners. This role ensures that services are available, accessible, high-quality, and effectively integrated into the learner experience. As Meritus College continues to build, you will own the learner services system end to end, setting the standards for how services are delivered and holding providers, tools, and processes to them.\nThe Manager, Learner Services & Experiences, serves as the central coordination point across services and as the primary escalation point for complex learner needs. They work closely with Learner Success Partners (coaches), instructors, instructor and program design team, and external providers to ensure learners are connected to the right support at the right time. This role reports to the Director of Instruction and Learner Experience. \nThis is a high-ownership, systems-oriented role designed for scale. It is a player-coach role that combines hands-on ownership of learner services with program management for the work: translating priorities into plans, coordinating providers and dependencies, tracking work, and building the service standards, policies, and workflows that do not yet exist. The Learner Success Partners (LSPs) report to this role. Because Meritus College is a small, collaborative team, you will lead as a working member of it: handling complex learner situations alongside LSPs, building shared coaching practices with them, and supporting their day-to-day work and growth.\nYou will be the connective point between how learner services are designed and how learners experience them. Working with the Manager, Instruction and Program Design, you will use what LSPs and service providers see in live delivery to improve services, policies, and courses rather than waiting for a formal review cycle.\nResponsibilities\nThe responsibilities will include, but are not limited to, the following:\nProgram and Project Management (15%):\nOwn the learner services portion of the instruction and learner support workplan, in coordination with the Manager, Instruction and Program Design, maintaining projects, milestones, owners, timelines, and statuses\nCoordinate the learner services operating rhythm: facilitate team meetings and internal reviews, set agendas, document decisions and next steps, and ensure follow-through\nRepresent learner services in Functional Lead syncs within Meritus College, raising progress, asks, dependencies, decisions needed, and wins\nDefine and report learner services metrics (e.g., service use, time to resolution, learner satisfaction, persistence) to College leadership\nMake staffing, capacity, and budget recommendations as enrollment grows, including LSP caseload ratios and vendor capacity\nLearner Services Operations (20%):\nEnsure all learner support services are operational, accessible, and aligned with learner needs\nCreate and maintain clear pathways for learners to access services such as academic advising, tutoring, wellness, and accessibility support\nMonitor service usage and identify trends in learner needs and barriers to access\nContinuously improve processes to create a seamless and intuitive learner experience\nTranslate College model into a coordinated set of services spanning advising, academic support, wellness, career, coaching, and financial and child care resources\nOwn the accommodations process end to end, from intake and documentation through approval, faculty notification, and record-keeping, in partnership with the Operations and Compliance team\nCreate and maintain service standards, response-time expectations, and learner-facing guides so services are consistent, accessible, and usable at scale\nService Coordination & Escalation (15%):\nServe as the primary escalation point for complex learner issues that require coordination across multiple services\nPartner with Learner Success Partners (coaches) to ensure learners are connected to the appropriate resources\nEnsure timely resolution of learner issues, maintain accurate documentation, and communicate with coaches and instructors\nEstablish protocols for learner crises, wellness concerns, and other urgent situations, including when and how to involve College leadership and outside resources\nManage the learner complaint and grievance process in partnership with the Compliance team, so complaints are documented, resolved, and tracked as accreditors and state regulators require\nLSP Team Leadership & Support (15%):\nServe as the day-to-day lead for the Learner Success Partners (LSPs): hold regular check-ins, help prioritize their work, and be their first call when a learner situation gets complicated\nWork with LSPs to build shared coaching practices (outreach, check-ins, referrals, and documentation), using case consultations and peer feedback to keep support consistent across learners\nCoordinate LSP caseloads with the team, balancing assignments as enrollment grows and learner needs shift\nHelp onboard and train new LSPs on the learner services ecosystem, referral and escalation protocols, and FERPA and data privacy requirements\nUse shared team measures (e.g., learner contact rates, referral follow-through, persistence) to spot where learners need more support and where the team needs more capacity\nVendor & Tool Management (10%):\nAct as the primary liaison for external service providers including library and tutoring services, and AI-supported tools\nMonitor service performance and learner experience across vendors and tools\nProvide feedback and insights to improve service quality and effectiveness\nPartner with leadership to identify opportunities to enhance or expand services over time\nManage vendor relationships end to end, including scoping, selection, contract terms and service-level expectations, performance reviews, and renewal recommendations\nEvaluate AI-enabled support tools before and after adoption, with safeguards for learner privacy and accuracy and clear handoffs to a person when a learner needs one\nProcess Design & Continuous Improvement (15%):\nBuild and refine workflows for service access, triage, and escalation\nIdentify gaps in the learner services ecosystem and build practical solutions \nUse learner feedback and data to inform improvements to services and processes\nContribute to the long-term design of a scalable, high-impact learner support model\nMaintain learner services documentation (policies, procedures, service records, and outcome data) to a standard that holds up under accreditation review, in partnership with the Operations and Compliance team\nCross-Functional Collaboration (10%):\nPartner with the instruction team so learners get coordinated, consistent support.\nProvide guidance and clarity on how and when to utilize learner services\nShare insights and trends to inform learner experience improvements \nPartner with the Manager, Instruction and Program Design to turn what LSPs and service providers see in live delivery into course revisions, and to build learner services into courses where learners need them\nPartner with recruitment and enrollment on the handoff from admission to onboarding so new learners are connected to services and an LSP from day one\nSkills and Competencies\nWe recognize that some individuals from underrepresented backgrounds may hesitate to apply if they don’t meet 100% of the listed qualifications. Please don’t let that discourage you from applying! We value the unique skills, experiences, and perspectives that each applicant brings, and we encourage you to apply if you believe your background demonstrates the required skills and competencies:\nMust Haves for all roles at Meritus College: \nCommitted to Merit America’s mission to pave pathways to family-sustaining careers, break the poverty cycle, and create upward mobility for low-wage workers\nDemonstrated history of embodying our values, which inform our work and drive our organization's culture\nShared sense of responsibility and ownership for our collective work in making a positive impact on the community we support, true to our value of Win & Lose Together\nCommitted to continuous learning and growth in advancing inclusive excellence and closing gaps across lines of difference\nPassionate about fostering a workplace culture that embraces and values individual differences, aligned with our core value of inclusivity\nMust Haves for this role:\nEducation\nBachelor's degree required; Master's degree in higher education, counseling, or a related field preferred.\nExperience\n5+ years in student services, academic advising, coaching, or learner support, including designing or running support services for online, adult, or non-traditional learners\nSystems Thinking & Operations\nAbility to manage and improve complex systems involving multiple stakeholders, tools, and processes\nStrong organizational and project management skills in fast-moving environments\nExperience building or refining processes to improve user experience\nComfortable in a start-up environment, creating service standards, policies, and processes where none exist, and moving the work forward while building the system around it\nTeam Leadership\nExperience leading a team, formally or informally, ideally coaches, advisors, or other frontline support staff\nA collaborative leadership style: you build shared practices with colleagues, give and ask for direct feedback, and work through difficult learner situations alongside your team\nLearner Support & Problem Solving\nExperience supporting learners, students, or participants in education, workforce, or customer-facing environments\nFamiliarity with accessibility, accommodations, or wellness support frameworks\nWorking knowledge of student data privacy laws and disability accommodation requirements (ADA/Section 504) in higher education, or the ability to get up to speed quickly\nStrong critical thinking skills to diagnose and resolve complex or ambiguous challenges\nAbility to navigate sensitive situations with empathy and sound judgment\nCoordination & Communication\nStrong cross-functional collaboration and communication skills\nAbility to coordinate across multiple stakeholders, including external partners\nClear, concise communication with both learners and internal teams\nData & Continuous Improvement\nComfort using data and feedback to identify trends and inform 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