Program Manager, Language Learning

Our Organization

Learnlight is an EdTech company that’s passionate about putting trainers at the heart of the learning experience because that’s what delivers life-changing impact. We use award-winning technology to deliver language, intercultural and communication skills training online and on the ground, to learners in more than 180 countries.

Our company was founded in 2007 with a dream to bridge the gap between the disparate worlds of education and technology. Our vision was to create an ‘EdTech’ company that harnessed cutting-edge technology to optimize instructor-led training (ILT) rather than replace it, as so many traditional eLearning providers have tried and failed to do. Our obsession was, and continues to be, empowering talented trainers to create transformative learning experiences.

Since our early years as a digital start-up, we’ve worked with hundreds of blue chips and international institutions across the world. Today our training services are used by more than 1,200 companies and by over 500,000 employees. We started in Spain however today we have offices across Europe and a team of more than 400 incredible professionals.

Purpose

In this exciting new career opportunity, the Progam Manager, Language Learning will be responsible for successfully managing the lifecycle of language training requirements with our clients and ensuring high-quality of program setup and training delivery. They need to have ongoing communication with assignees throughout the duration of training and coordinate with other Learnlight departments so that we meet and exceed training objectives.

Please note, the internal job title for this particular role is Languages Program Manager, Global Mobility

• Reporting to the Regional Head of Assignee Success Management, Americas
• Work from home
• Full-time working hours

Responsibilities

Supporting the Sales Team by maximizing existing clients

» Maximizing client revenue and profitability by converting authorizations/initiations

» Identifying potential up-sell or cross-sell opportunities with existing relocation companies

» Collaborating in reporting, investigating, and solving learners’ low ratings

» Escalating non-standard Learnlight programs and assignees' complaints

Managing programs

» Receiving and activating authorizations/initiations

» Understanding program requirements, conditions and policies agreed with the client

» Creating accounts, learners, and contracts in the Learnlight platform and checking for Dynamics synchronization

» Contacting assignee, sends PTQ, arranges and conducts interviews

» Ensuring program evaluations are sent, gathered, and distributed

» Ensuring Program Reports are requested and completed properly

» Transferring required information to trainer management teams for program coordination

» Monitoring low attendance

» Monitoring low platform ratings

» Ensuring platform contracts include proper billing details

» Collaborating with the Regional Head of Program Management in completing and amending monthly billing report details when there is a need

Assignee and Client support

» Maintaining a positive, empathetic, and professional attitude towards customers at all time

» Greeting customers warmly and ascertaining their reason for calling

» Resolving product or service problems by:

o clarifying the customer's complaint;

o determining the cause of the problem;

o selecting and explaining the best solution to solve the problem;

o expediting correction or adjustment;

o following up to ensure resolution.

» Handling complaints, providing appropriate solutions and alternatives within the SLA and following up to ensure resolution

» Keep records of customer interactions, transactions, comments, and complaints through Dynamics

» Meeting SLA (service level management) standards and achieving superior customer service

» Escalating complaints to GAC’s been needed

Collaborating with Product Division

» Demonstrating agility and autonomy with Learnlight tools (SharePoint, Learnlight platform, Dynamics, etc…)

» Recommending potential products or services through customer feedback and needs analysis

» Suggesting solutions, enhancements, or new features

» Reporting to Technology when the platform does not work as expected

Internal departmental support and reporting

» Meeting metrics for case volume, availability, and customer satisfaction

» Working collaboratively to solve customer issues as efficiently as possible

» Reporting customer complaints and escalating when necessary to prevent churn

Reporting, Billing, Payments, and Invoicing

» Keep billing, payment, and invoicing details up to date on the Learnlight Platform

» Prepare accurate client reports and documentation in a timely manner

Our Successful Candidate

Competencies & Skills

» Strong telephone handling skills and active listening

» Strong organizational skills with demonstrated administrative professionalism and responsiveness

» Proactive team player who thrives in a dynamic environment

» Ability to multi-task, prioritize and manage time effectively

» Customer orientation and ability to adapt to different profiles, including managing difficult conversations. Needs to be a problem-solver, always looking to resolve conflict

» Customer service skills: courtesy and kindness in dealing with our clients and learners

» Demonstrates our core values: enthusiasm, commitment, initiative

» Advanced English level

» Fluency in other languages is a plus

» IT literacy, advanced level of MS Office and related tools, desire to learn new systems

Education & Experience

» 2 years experience working in areas such as Customer Service, Customer Success, Program Management, Education, Language Learning, or Global Mobility/Relocation

Our Culture

Work from home remotely.     

Flexible Working: Learnlight is a fully distributed virtual business with staff in 30+ countries and offices in 9 European cities.

People-Powered Culture: We have a flat, modern, meritocratic culture that values enthusiasm, initiative, and commitment above all else. 

Learning & Development: Access to language learning and soft skills training; ongoing professional development talks and masterclasses; culture of coaching and constructive feedback.   

Diversity & Inclusion: Learnlight fosters an open, positive, and diverse community that welcomes talent regardless of gender, religion, ethnicity, sexual orientation, age or disability.     

Community Events: We offer a range of social events including Virtual Drinks, Book Club, Teatime, and departmental and All Company meetups.

Your Application

We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible. As we are a global company, we are looking for advanced English communication skills for effective collaboration, therefore please kindly submit your application and Résumé in English.

The personal data you provide will be processed by Learnlight in order to manage your candidacy for the corporate selection processes that fit your profile. Under the legal conditions, you have the right to access, rectify and delete the data, to limit its processing, to oppose its processing and to its portability to our e-mail address privacy-at-learnlight.com.