Manager / Senior Manager – Learner Success

Post / Job Title: Manager / Senior Manager Learner Success

Job Type: Full-time

Reporting to: Deputy General Manager Student Success & Engagement

No. of Positions: 1

Department : Student Success & Engagement

Location: Bangalore

Role Overview: The Learner Success Manager will play a pivotal role in driving student engagement, academic participation and overall learner success across all programmes at BITS Pilani Digital. The role combines proactive engagement strategies with data-driven academic monitoring to improve learner persistence and satisfaction. It involves designing and executing co-curricular and extra-curricular initiatives, tracking academic participation metrics, identifying at-risk learners through early warning systems and coordinating timely interventions in collaboration with academic and operational teams. The role also requires a strong focus on learner well-being, experience enhancement and continuous improvement through feedback and analytics.

Principal Accountabilities & Responsibilities

1. Student Engagement & Intervention Programs

a) Design and implement a comprehensive suite of engagement initiatives including expert sessions, special tutorials, peer study circles, interest groups, virtual events, hackathons and co-curricular as well as extra-curricular activities. These initiatives will also involve the tracking of campus events of BITS Pilani throughout the year, establishing structured collaboration channels with on-campus teams and actively encouraging learner participation in institutional and community events.

b) Identify and drive participation in institutional, national and international events, competitions and forums by collaborating with internal teams and external partners.

c) Own end-to-end execution of engagement initiatives from planning and communication to delivery and post-event evaluation, ensuring high participation, motivation and learner satisfaction.

d) Execute targeted communication strategies (LMS, email, WhatsApp) to maximize learner outreach and engagement.

2. Academic Participation Monitoring & Early Intervention

a) Monitor key academic participation indicators such as live class attendance, video watch time, quiz/assignment completion and exam participation.

b) Establish thresholds and triggers to identify at-risk learners (low engagement, delayed submissions, declining performance).

c) Develop and manage an Early Intervention System to proactively support identified learners through structured engagement and academic interventions.

d) Collaborate with Programme Leads, TAs, faculty and support teams to deliver timely interventions such as remedial sessions, mentoring and one-on-one support.

1. Student Engagement & Intervention Programs

a) Design and implement a comprehensive suite of engagement initiatives including expert sessions, special tutorials, peer study circles, interest groups, virtual events, hackathons and co-curricular as well as extra-curricular activities. These initiatives will also involve the tracking of campus events of BITS Pilani throughout the year, establishing structured collaboration channels with on-campus teams and actively encouraging learner participation in institutional and community events.

b) Identify and drive participation in institutional, national and international events, competitions and forums by collaborating with internal teams and external partners.

c) Own end-to-end execution of engagement initiatives from planning and communication to delivery and post-event evaluation, ensuring high participation, motivation and learner satisfaction.

d) Execute targeted communication strategies (LMS, email, WhatsApp) to maximize learner outreach and engagement.

2. Academic Participation Monitoring & Early Intervention

a) Monitor key academic participation indicators such as live class attendance, video watch time, quiz/assignment completion and exam participation.

b) Establish thresholds and triggers to identify at-risk learners (low engagement, delayed submissions, declining performance).

c) Develop and manage an Early Intervention System to proactively support identified learners through structured engagement and academic interventions.

d) Collaborate with Programme Leads, TAs, faculty and support teams to deliver timely interventions such as remedial sessions, mentoring and one-on-one support.

3. Learner Support, Well-being & Experience

a) Collaborate with Learner Experience teams to drive academic support initiatives such as study-skills sessions, mock exams, revision workshops and peer mentoring.

b) Facilitate or coordinate well-being and mental healthfocused initiatives to support holistic learner development.

c) Strengthen learner belonging through community-building activities and engagement frameworks tailored to diverse online learners.

4. Feedback, Analytics & Continuous Improvement

a) Design and deploy feedback mechanisms including NPS surveys and learner experience assessments at course and programme levels.

b) Analyze engagement, performance and retention data to generate actionable insights.

c) Continuously refine engagement and success strategies based on data trends and learner feedback.

5. Data-Driven Insights & Reporting

a) Develop and maintain dashboards and scorecards tracking engagement, participation and progression metrics.

b) Present insights, risk indicators and recommendations to leadership and cross-functional teams.

c) Ensure timely escalation of risks and propose mitigation strategies to improve learner experience.

6. Cross-Functional Collaboration & Stakeholder Management

a) Collaborate with academic, operations, analytics and communications teams to embed learner engagement and success strategies across the student lifecycle.

b) Serve as a central liaison across functions to align on engagement initiatives and interventions.

Skill and Ability Requirements

• Engagement Orientation: Ability to conceptualize and execute scalable learner engagement initiatives, including co-/extra-curricular programs and external collaborations.
• Analytical Mindset: Strong capability to interpret academic participation and engagement data, identify patterns and drive actionable strategies.
• Technology Proficiency: Hands-on experience with LMS platforms, CRM systems, mass-mailer platforms, analytics dashboards and reporting tools such as MS Excel, Power BI or Tableau. Exposure to tools like Canva, Adobe Express, Pixlr etc. is desirable.
• Communication & Collaboration: Excellent written and verbal communication skills with the ability to influence stakeholders across academic, operational, and learner-facing teams.
• Programme & Event Management: Strong organizational skills with experience in managing end-to-end execution of programs, interventions and engagement initiatives.
• Learner-Centric Mindset: High empathy, emotional intelligence and sensitivity toward diverse learner needs, including academic challenges and well-being.
• Stakeholder Management: Proven ability to work with faculty, TAs, programme teams and external partners to drive shared learner success goals.

Qualification & Experience

Graduate / Post graduate in any stream.

810 years of overall experience with 3-4 years of experience in student success / learner engagement / online education operations. Demonstrated experience in customer engagement & communications, data monitoring and cross-functional coordination will be a plus.