Associate Director - Learner Success

Position - Associate Director - Learner Success

Location: Bengaluru (Work from Office)

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, Simplilearns 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 B2C program delivery from onboarding and Induction to completion and certification
• Manage multiple concurrent cohorts with a focus on engagement, retention, and completion rates.

Learner Experience & Support

• Work closely with Program Managers and Learner Success Managers to ensure proactive outreach, personalized nudges, and timely support.
• 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 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:

• 8-10 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

Nice to Have:

• Prior experience in online education, coaching, or upskilling programs