This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We're looking for a hands-on Head of Student Experience to build and optimize critical operational processes across retention, refunds, support, and student success. This role requires a strong operator who can balance operational efficiency with high-quality service delivery.

• Ensure high-quality student experience across the full journey.
• Define and maintain standards for support quality, communication, and student satisfaction (CSAT/NPS); oversee consistent escalation and intervention processes.
• Build operational infrastructure for retention and refunds.
• Establish clear processes, track refund rates and monthly payment retention, and implement a new onboarding approach to reduce refund request rates by 15-20%.
• Manage budgets and optimize costs.
• Calculate operational costs per program, reduce the Student Experience budget as a % of revenue, and ensure all teams operate within budget while maintaining quality standards.
• Lead operational teams through transition.
• Support leads in onboarding, success and refunds teams. Establish transparent tracking systems to identify and resolve issues proactively.
• Drive metrics and performance.
• Set targets for refund rates, retention rates, student satisfaction, and support quality. Build and adapt bonus systems aligned with team goals. Monitor KPIs and lead cross-functional problem-solving when metrics shift.
• Enable data-driven decisions.
• Work closely with the analytics team to forecast metrics, analyze trends, and communicate insights across product, growth, and marketing teams.

Qualifications

• Strong operational background in fast-growing B2C environments (EdTech, FinTech, delivery, e-commerce preferred) with proven experience scaling operations through growth phases.
• Solid analytical skills: comfortable with financial modeling, metrics forecasting, and connecting operational metrics to business outcomes.
• Proven track record of measurable results across retention, refunds, or operational efficiency improvements.
• Ability to switch between strategy and hands-on operational execution.
• Experience managing multiple teams and leads, ideally during periods of team transition or restructuring.
• Proactive crisis management approach: able to diagnose metric fluctuations, analyze root causes, and coordinate cross-functional solutions.
• Excellent people management and open communication skills.
• 1+ years tenure in previous companies with documented achievements and impact.

Requirements

• Strong operational background in fast-growing B2C environments (EdTech, FinTech, delivery, e-commerce preferred) with proven experience scaling operations through growth phases.
• Solid analytical skills: comfortable with financial modeling, metrics forecasting, and connecting operational metrics to business outcomes.
• Proven track record of measurable results across retention, refunds, or operational efficiency improvements.
• Ability to switch between strategy and hands-on operational execution.
• Experience managing multiple teams and leads, ideally during periods of team transition or restructuring.
• Proactive crisis management approach: able to diagnose metric fluctuations, analyze root causes, and coordinate cross-functional solutions.
• Excellent people management and open communication skills.
• 1+ years tenure in previous companies with documented achievements and impact.

Benefits

• Competitive compensation.
• Full-time remote contract with a flexible schedule.
• Direct ownership of critical business metrics affecting revenue and student satisfaction.
• High autonomy to build and optimize operational systems from the ground up.
• Resources including budgeting authority, dedicated analytics support, and access to the CRM team.
• Fully remote collaboration alongside an experienced, global professional team.