Learner Experience Manager , FSA
About Fullstack Academy Fullstack Academy is a leading tech training bootcamp in the United States. From coding and artificial intelligence to cybersecurity and data analytics, we offer immersive online programs designed to prepare students for careers in high-growth technology sectors. Our programs focus on practical, career-oriented education that helps professionals transition into in-demand technology roles. We are passionate about transforming lives through education and empowering students to build successful careers in technology. About The Role As a Learner Experience Manager , you serve as the frontline champion for both learners and the instructional team, building positive relationships with learners and providing ongoing support as they transition into their job search after graduation. Reporting to the Manager of Instructional Teams, you are responsible for driving high learner satisfaction (NPS, CSAT), supporting strong instructor performance, and maintaining high learner graduation rates. You will collaborate with cross-functional teams to support all academic operations while ensuring positive and transformative learning experiences at the individual cohort level. You will drive outcomes and motivate the learners to achieve competence, confidence, and career readiness. The role is supported by the larger academic and curriculum teams to ensure an exceptional experience for each learner and instructional team member. This role is full-time and remote. Responsibilities Oversee the end to end learner experience for 10+ cohorts and 200+ learners in total, driving exceptional learner satisfaction and graduation rates Act as a strategic consultant and point of escalation to troubleshoot course & technical content-related needs for instructors, teaching assistants and learners. Manage and track information across multiple platforms to monitor and report on success and noteworthy themes related to NPS, retention, and instructor hours Manage the cohort instructional team (Instructors and Teaching Assistants) Lead regular communication with cohort instructional team members to align expectations, celebrate learner progress, and address concern areas Address cohort instructional team scheduling needs Strategically gather and analyze feedback from instructional team members and students to drive continuous improvement of the learning experience. Facilitate team sync meetings with notes about student progress, concerns, and celebrations. Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas. Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready Manage withdrawal/transfer of students Manage escalations and respond to learner queries with appropriate resolution Meet with learners 1 on 1 to discuss concerns or feedback on their experience Proactively address and provide immediate assistance to escalated learner concerns over Slack and during live sessions Retain learners using coaching and motivational skills Liaise with the enrollment and curriculum teams to: Assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated Leverage feedback data (NPS/CSAT) to identify opportunities with the curriculum and overall learning experience