Manager, Student Success and Enablement

Manager, Student Success and Enablement

US Remote

The Role 

• As the Manager, Success Enablement, you’ll lead a team focused on empowering our support teams and enhancing the learner experience. Seventy percent of your responsibilities will center on enablement initiatives, driving excellence in processes, training, and behavioral insights. The remaining 30% will involve managing and developing a team of three individuals who interact directly with students and contribute to enablement work. These percentages may vary based on business needs. 

• The ideal candidate thrives in a dynamic, learner-centered environment and combines strategic thinking with hands-on leadership. This role emphasizes urgency and results, ensuring that everything you build and implement contributes directly to measurable business goals, including learner engagement, conversion, retention, and long-term success. You’ll focus on listening, conducting needs analyses, and collaborating with stakeholders to design and implement personalized solutions that empower teams to deliver high-impact results. 

• This role also requires instilling a mindset of accountability and results, ensuring your team is equipped to meet key performance indicators and directly contribute to organizational success metrics. 

Responsibilities 

Enablement Focus Areas (70%): 

• Equip frontline support teams (e.g., coaches, Tier 1, tutors, mentors) with actionable insights, targeted training, and best practices to drive effective learner engagement and deliver consistent, high-quality experiences. 

• Analyze the learner journey to identify and address gaps. Conduct needs analyses to implement solutions that enhance processes, improve interactions, and increase learner engagement and retention. 

• Lead Through Change Thoughtfully: Provide support and guidance to teams during periods of transition, ensuring clear communication, adaptability, and a focus on maintaining high performance and morale. 

• Act as a bridge to Product, Instructional Design, and the broader business, collaborating with cross-functional partners to provide insights that improve learner outcomes, optimize support processes, and align team expertise with business needs. 

• Work closely with QA teams to synchronize training priorities with quality standards, ensuring immediate and ongoing impact. 

• Oversee the Learner Journey Within the Support Experience: Ensure continuity and impact across learner touchpoints, including mentorship, career coaching, and success coaching, to drive progress and maintain momentum. 

• Develop Job Aids for Employees and Learners: Create resources that support both employee efficiency and learner self-direction, ensuring clarity and consistency across roles and learning experiences. 

• Ensure every enablement initiative is designed to support the achievement of key performance indicators, including student conversion, retention, and graduation rates. 

Team Management (30%): 

• Hire, train, manage, and develop a team responsible for engaging with students and contributing to enablement initiatives. 

• Foster a culture of growth, collaboration, and accountability, ensuring team morale and performance remain high. 

• Build a team dedicated to creating solutions personalized to the unique needs and challenges of the organization, empowering support teams to perform better, faster, and with greater confidence. 

• Conduct regular needs assessments with your team to ensure solutions address real challenges and enhance the efficiency and effectiveness of support teams. 

• Provide clear performance goals aligned with broader Chegg Skills objectives, ensuring the team consistently delivers results that meet or exceed revenue and success targets. 

• Support team members in balancing student engagement responsibilities with enablement projects, ensuring workloads are manageable and impactful while maintaining urgency in achieving business priorities. 

Requirements 

• Proven experience in student or customer-facing roles. 

• Strong verbal and written communication skills. 

• Demonstrated success in setting goals, achieving targets, and managing performance. 

• Experience providing actionable feedback and navigating challenging situations. 

• Ability to balance short-term business needs with long-term strategic goals. 

• Preferred Qualifications 

• Coaching experience or formal coaching certification. 

• Background in sales, account management, or enablement functions. 

• Experience leading teams through change. 

• Proficiency in documenting processes and clarifying workflows. 

• Strong ability to listen, conduct needs analyses, and influence effectively. 

• Proven experience driving measurable outcomes aligned with business revenue goals.