Learner Success Manager Job in John Wiley & Sons

Location: Noida, Bengaluru, India

At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It s in our differences that we empower the way the world learns.

What we are looking for:

A hands-on, Learner Experience professional obsessed with delivering user-centric learning experience and driving high NPS scores. Bring a deep understanding of EdTech business as well as academic curriculums.

How you will make an impact:

• Lead the process of onboarding and management of Trainers and Learners in the program
• Work closely with the business/ product teams to create processes and SOPs for customer experience
• Deliver instructor-led classroom training and tracking its impact
• Own engagement of customers and teachers through tech led processes, stay sharp on content, delivery skills and know what customers are asking for
• Monitor and improve NPS and drive obsession towards achieving a high NPS
• Assist in maintaining training content, lab exercises, presentations, and accompanying materials.
• Manage Leaner Certifications, Badging, Testimonials as per the milestones
• Work with the tech team to suggest product features to drive better experience and processes for faculty and learners
• Bring process improvements through automation and technology adoption, such as chat bots, service desk etc
• Support tracking, reporting and insight generation of key performance indicators of process/operational excellence in a timely manner.
• Communicating Level of Effort, project plans, status updates, and After-Action Reports for all assigned programs

Who you are:

• Graduate Degree in any discipline

10+ years experience including 3years in

• Training and/or Education
• Project Management, preferably within a Customer Management team
• Experienced at working with outsourced partner/vendor operations
• Ability for fast redressal of customer grievances and actionable items
• Ability to prepare and interpret flow charts, work breakdown, and schedules
• Ability to manage a classroom of adult learners
• Hiring and training the team as required

About Wiley:

We are in one of the most dynamic periods in our history as technology, globalism and economic diversity create far-reaching changes in the world. As a learning business, Wiley makes meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. The company s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.