Learner Experience Lead (Customer Success & Operations)

Company: Cokonet Academy
Location: Ulloor, Thiruvananthapuram, Kerala
Job Type: Full-time | Work from Office
Salary: ₹25,000–₹35,000 per month
Experience: 3–6 years

Job Summary

Cokonet Academy, an AI-first technology finishing school, is looking for a dynamic and results-oriented Learner Experience Lead to manage and strengthen our Learner Experience (LX) department.

This is a team leadership role that combines customer success, learner engagement, operational management, and continuous improvement.

The ideal candidate will take end-to-end ownership of the learner experience, lead the LX team, proactively resolve learner challenges, and implement technology-driven processes to improve learner satisfaction, retention, and overall service quality.

We are looking for a hands-on leader who can manage people, build efficient systems, analyse performance data, and drive measurable results.

Key Responsibilities1. Department & Team Leadership

- Lead and manage the day-to-day operations of the Learner Experience department.
- Define responsibilities, allocate workloads, and monitor individual team performance.
- Establish daily, weekly, and monthly performance reviews.
- Coach team members to improve communication, productivity, and problem-solving.
- Ensure clear accountability and coordination across departments.

2. Learner Experience & Success

- Take ownership of the learner journey from admission through course completion and placement support.
- Ensure smooth onboarding, proactive learner engagement, and timely follow-ups.
- Monitor learner satisfaction, attendance, engagement, and retention.
- Identify at-risk learners and implement effective intervention strategies.
- Build strong learner relationships and promote a positive learning environment.

3. Issue Resolution & Escalation Management

- Establish structured processes for logging, tracking, escalating, and resolving learner concerns.
- Ensure every issue has a clearly assigned owner and defined resolution timeline.




- Coordinate with Academics, Operations, Finance, and Placements.
- Ensure learner confirmation and proper closure of resolved issues.
- Analyse recurring complaints and initiate corrective actions to prevent recurrence.

4. Process Improvement & Technology

- Develop and implement standard operating procedures for LX activities.
- Use CRM, LMS, dashboards, and AI-powered tools to improve operational efficiency.
- Identify repetitive activities that can be automated.
- Maintain accurate learner data and management reports.
- Drive continuous improvements in learner communication, service quality, and team productivity.

5. Retention & Revenue Growth

- Develop initiatives to improve learner retention and course completion.
- Identify opportunities for course upgrades, certifications, referrals, and alumni engagement.
- Collaborate with Sales and Marketing to generate qualified revenue opportunities.
- Encourage learner testimonials, positive reviews, and referrals through excellent service.

6. Performance Monitoring & Reporting

- Establish and track key LX performance indicators.
- Monitor learner satisfaction, issue resolution timelines, retention, and team productivity.
- Prepare weekly performance dashboards and improvement plans.
- Present operational challenges, insights, and recommendations to management.

Required Skills & Competencies

- Excellent communication skills in English and Malayalam.
- Proven team leadership and people management abilities.
- Strong customer relationship management and conflict-resolution skills.
- Ability to establish processes, monitor performance, and drive accountability.




- Good analytical thinking and proficiency in Excel or Google Sheets.
- Familiarity with CRM, customer support, or learning management platforms.
- Comfortable adopting AI tools, automation, and digital workflows.
- Solid organisational, decision-making, and problem-solving skills.
- Ability to work independently and take ownership of departmental outcomes.

Qualifications & Experience

- Bachelor's degree in any discipline.
- 3–6 years of relevant experience in Customer Success, Customer Service Operations, Student Experience, Relationship Management, or similar functions.
- Previous experience leading or coordinating a small team is preferred.
- Experience in EdTech, education, training, hospitality, or service-oriented organisations will be an advantage.
- Demonstrated experience in managing customer escalations and improving operational processes.

Key Performance Indicators

Success in this role will be measured through:

- Learner satisfaction and retention
- Timely resolution and closure of learner issues
- Learner engagement and course completion
- Team productivity and performance
- Process efficiency and automation adoption
- Reduction in recurring complaints
- Qualified referrals and revenue opportunities

What We Offer

- Opportunity to lead a key department in a growing AI-first education organisation.
- Direct exposure to senior management and cross-functional operations.
- Freedom to introduce improvements, build systems, and drive meaningful change.
- Opportunity to develop leadership skills and grow with the organisation.

Salary: ₹25,000–₹35,000 per month, based on experience and competency.

Work Location: Ulloor, Thiruvananthapuram, Kerala (On-site).

Pay: ₹25,000.00 - ₹35,000.00 per month

Ability to commute/relocate:

- Ulloor, Thiruvananthapuram, Kerala: Reliably commute or planning to relocate before starting work (Required)

Experience:

- EdTech: 2 years (Required)

Language:

- Malayalam Fluently (Required)

Work Location: In person

📌 Learner Experience Lead (Customer Success & Operations) (Ulloor)
🏢 Cokonet
📍 Ulloor