Head Of Customer Experience (EdTech)

TL;DR

Head of Customer Experience (EdTech): Leading the post-purchase student journey, including onboarding, success management, and community engagement with an accent on retention and refund reduction. Focus on building scalable support infrastructure, driving operational efficiency, and leveraging data to optimize the overall student experience.

Location: Remote

Company

hirify.global is an award-winning online technology bootcamp dedicated to helping students transition into tech careers through flexible learning and employment guarantees.

What you will do

• Design and improve the end-to-end student journey from onboarding to program completion.
• Establish processes for retention and refunds to achieve a 15–20% reduction in refund requests.
• Own the Student Experience operational budget and optimize costs per program.
• Manage and develop team leads across onboarding, success, and community functions.
• Define and track key performance metrics including retention rates and student satisfaction.
• Partner with analytics teams to forecast trends and translate data into actionable product improvements.

Requirements

• Strong operational background in fast-growing B2C environments like EdTech, FinTech, or e-commerce.
• Demonstrated experience in scaling operations through rapid growth phases.
• Solid analytical skills with proficiency in financial modeling and operational efficiency.
• Proven track record in managing metrics related to retention and refund reduction.
• Ability to balance high-level strategic planning with hands-on operational execution.
• Experience managing multiple teams and leaders, particularly during organizational transitions.

Culture & Benefits

• Competitive compensation package.
• Full-time remote role with a flexible schedule.
• High autonomy in building and optimizing operational systems from the ground up.
• Direct impact on critical business metrics including revenue and student satisfaction.
• Access to resources including dedicated analytics support and CRM tools.