Head of Student Experience (EdTech)

TL;DR

Head of Student Experience (EdTech): Lead teams responsible for the full post-purchase student journey including onboarding, success management, refunds, and community with an accent on building scalable support and engagement systems. Focus on operational leadership, metrics-driven improvements to retention and refunds, and cross-functional initiatives for high-quality learning experience.

Location: Full-time remote with flexible schedule

Company

Award-winning online school offering bootcamps in Software Engineering, QA, Cybersecurity, UX/UI Design, Data Analytics, and Data Science across USA and LATAM.

What you will do

• Design and improve student journey from onboarding to completion, building scalable support model for engagement and success.
• Establish processes and tracking for refunds and retention metrics, aiming to reduce refund requests by 15–20%.
• Manage Student Experience budget, optimize costs per program, and improve team efficiency.
• Lead and develop team leads across onboarding, success, refunds, and community with clear ownership and tracking systems.
• Define and track KPIs like refund rate, retention, satisfaction; build performance frameworks and lead initiatives.
• Partner with analytics for forecasting, trend analysis, and actionable improvements shared across teams.

Requirements

• Strong operational background in fast-growing B2C environments (EdTech, FinTech, delivery, e-commerce preferred).
• Proven experience scaling operations through growth phases.
• Solid analytical skills: metrics, financial modeling, forecasting, operational efficiency.
• Track record of results in retention, refunds, or efficiency improvements.
• Ability to switch between strategy and hands-on execution.
• Experience managing multiple teams and leads during transitions.
• Proactive crisis management: diagnose issues, analyze causes, coordinate solutions.
• Excellent people management and communication skills.

Culture & Benefits

• Competitive compensation.
• Full-time remote contract with flexible schedule.
• Direct ownership of critical revenue-impacting metrics.
• High autonomy to build operational systems.
• Budgeting authority, analytics support, CRM access.
• Remote collaboration with global professional team.