Director, Learner Success

Director, Learner Success 

Penn Foster Group’s Director, Learner Success leads the Learner Success team to drive a service model that enables Learners to realize their employability, career, and life goals through accessible, affordable, and self-paced learning opportunities.

The Director, Learner Services will facilitate cohesion between people, process, and technology, leveraging advanced tools, team culture, service methodology, and operational efficiencies to influence the full Learner support experience and significantly influence outcomes while realizing reduced operating costs and increased revenue generation.   

Essential Job Functions: 


* Responsible for driving retention outcomes through the adoption of advanced technological tools (AI), proactive engagement & communication strategies, self-service support, and intentional interventions during critical moments.


* Serve as the senior on-site leader for the Chandler office, providing visible leadership and operational oversight.

Cultivates a positive, inclusive, and high-performing office culture by modeling Penn Foster’s values, facilitating collaboration across teams, and ensuring alignment with enterprise goals.

Oversees on-site logistics, supports employee engagement and wellbeing initiatives, and acts as the primary point of contact for facility-related needs, local communications, and leadership presence.


* Support ongoing development of people, team, and culture that support all learners throughout their educational journey.

Prioritizes the professional development, upskilling, coaching, and accountability of all staff.

Mentors managers and other staff to create career paths and skill development


* Work cross-functionally with business leadership to create, establish, and consult on policies that ensure full regulatory compliance while enhancing the Penn Foster Group brand image and driving alignment across the enterprise. 


* Create, promote, and champion process improvement initiatives that drive operational efficiencies while supporting learner outcomes


* Proactively create and drive strategy to improve learner outcomes, reduce obstacles, and support a holistic learner experience; influences product & technology teams to prioritize the right solutions for issues


* Drives the transformation of reactive, transactional support into a proactive, efficient, and intentional engagement model.

Understands and can execute on change management strategies to provide seamless experience for internal and external stakeholders


* Develop and maintain learner services while escalating issues, leading problem analysis, and solution development


* Supports the modernization of our operations through continuous improvements of internal systems and tools.

Maintains a regular understanding of system needs to support prioritization and efficient design


* Establishes and grows effective working relationships internally with other teams to ...