Head of Student Success

Our client partners with the world’s leading education institutions to transform physical limitations into digital opportunities. We create new opportunities for students to choose an aspirational online learning experience by offering fully-supported online high school programmes.

As a social enterprise, the institute is also committed to levelling the playing field and increasing access for all students through free curriculum offerings, extensive scholarship programs and blended learning micro schools in underprivileged communities.

**The role: Please read the detail below**

In **this highly operational role, **the successful applicant is responsible for leading their team, setting strategic direction, operational planning, reporting on key SLAs and working on the development of their team members in support of the vision to provide holistic support to students. They work closely with stakeholders as an advocate for our students, parents and partners, and should be someone who is wholeheartedly committed and obsessed with our learners’ support experience and consistently drives improvements and excellence in our support models.

We are looking for an** enthusiastic and dedicated customer experience specialist** to enhance the client's customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

**Customer Experience Specialist Responsibilities**:

- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Analyzing customer feedback as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.

**Operations responsibilities**
- Ensure good collaboration and communication with the Product Division on all matters relating to timetabling, scheduling, capacity planning and process mapping.
- Support on process development and improvement, remove operational blockers and ensure that Student Success teams are enabled to provide efficient and effective support to students.
- Overseeing redundancy in the team and ensuring effective workforce management and capacity planning day to day and at established planning intervals.
- Plan, resource, and structure the support models for our multiple High Schools and offerings

**Student Experience responsibilities**
- Devise strategies to improve support quality at scale across our offerings.
- Oversee the support quality across all High Schools.
- Maintain and improve where applicable the framework and content for the Learning Compass programme.
- Ensure seamless collaboration between Student Success and the Student Records, Faculty, Technical Support, Finance, Learning Design, Learning Technology, Project Management and Admissions teams.
- Liaise with other teams on the development and improvement of inter-departmental processes.

**Realities of the role**:

- The institute is a fast-paced startup. We are not a traditional school We are reimagining schooling and precedent needs to be adopted only where it has proven to have great results. If you think that traditional schools have it all figured out, this is probably not the right role for you.
- Collaboration is the name of the game. We operate in highly specialised teams, and our ability to deliver an excellent student experience is premised on our team’s ability to collaborate, value the contributions of their teammates (including those in other teams) and see the value in the “rubbing of minds”. If you do not find value in having your ideas interrogated or others weighing in on how things could foreseeably be done, you are unlikely to enjoy the role. Similarly, if you are not comfortable with other teams being accountable for different parts of the learning experience, you are unlikely to find this environment to be a good fit for you.
- The Student Experience team are master multitaskers. They enjoy the pace and variety of parent and student engagements, coaching groups, monitoring multiple data points, updating student progress monitoring resources, collaborating with teams, dealing with special cases, and working on multiple systems — all in a day’s work If you prefer long pe