<p><strong>The Organization: Meritus College</strong></p> <p>Meritus 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.</p> <p>The 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.</p> <p><strong>Role Overview </strong></p> <p>At 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.</p> <p>The 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.</p> <p>The 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. </p> <p>This 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.</p> <p>You 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.</p> <p><strong>Responsibilities</strong></p> <p>The responsibilities will include, but are not limited to, the following:</p> <h4><strong>Program and Project Management (15%):</strong></h4> <ul> <li>Own 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</li> <li>Coordinate the learner services operating rhythm: facilitate team meetings and internal reviews, set agendas, document decisions and next steps, and ensure follow-through</li> <li>Represent learner services in Functional Lead syncs within Meritus College, raising progress, asks, dependencies, decisions needed, and wins</li> <li>Define and report learner services metrics (e.g., service use, time to resolution, learner satisfaction, persistence) to College leadership</li> <li>Make staffing, capacity, and budget recommendations as enrollment grows, including LSP caseload ratios and vendor capacity</li> </ul> <h4><strong>Learner Services Operations (20%):</strong></h4> <ul> <li>Ensure all learner support services are operational, accessible, and aligned with learner needs</li> <li>Create and maintain clear pathways for learners to access services such as academic advising, tutoring, wellness, and accessibility support</li> <li>Monitor service usage and identify trends in learner needs and barriers to access</li> <li>Continuously improve processes to create a seamless and intuitive learner experience</li> <li>Translate College model into a coordinated set of services spanning advising, academic support, wellness, career, coaching, and financial and child care resources</li> <li>Own 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</li> <li>Create and maintain service standards, response-time expectations, and learner-faci