Drive Cross-Functional Alignment and Strategic Decision-Making(40%)

• Drive alignmentbetweenProgram, Product,andOperationsteams, ensuring priorities, timelines, and responsibilities are clearly defined

• Develop deepexpertisein the customer experienceand support ecosystem for assigned Program/Product, serving as a trusted advisor who brings customer insights and operational perspectives to discussions aroundprogram policies, product enhancements,and service delivery strategies.

• Lead planning,updateand executionconversationsto enable clear decisions, not just status updates

• Ensure leadership has clear,timelyvisibility into progress, risks, and tradeoffs to support confident decision-making

• InfluenceOperations,Program, & Productpriorities and solution design using data, insight, and operationalexpertise

• Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams

DriveStrategy&Execution(30%)

• TranslateProgram & Productstrategies into clear, actionable support models, both within CEEandacross Operations

• Own end-to-end administration readiness, ensuring teams are prepared to deliver high-quality support during peak testing windows

• Incollaboration with workstream owners, designscalable processes, tools, and operating models that improve efficiency, consistency, and execution quality

• Ensure risks, dependencies, and gaps areidentifiedearly and addressed before theyimpactdelivery

Own and Improve Customer Experience Outcomes(30%)

• Own customer experienceacrossPrograms& Products, ensuring support models are designed to deliver consistent, high-quality experiences for students and educators

• Partner with leadership to define and operationalize success metrics (e.g., CSAT, FCR, operational readiness), and actively managecall centerperformance against them

• Analyze customer experience data, operational metrics, and feedback toidentifytrends, risks, and opportunities for improvement

• Identifybreakdowns in the customer journey and lead root cause analyses, ensuring issues are addressed at their source-not just mitigated

• Translate insights into clear, prioritized actions that improve products, services, and support operations

• Ensure continuous improvement by using historical data, retrospectives, and performance trends to strengthen future readiness and prevent repeat issues

• Deliver actionable insights to Program and Product teams that influence roadmap decisions and drive better customer and operational outcomes

About You

Exceptional candidates can effectively speak to:

• 5+ years of experience in a client-facing, customer liaison, account management, or operations role, ideally in EdTech or education administration environments

• ACustomer Insightsbackground (a plus)

• Demonstrated ability to understand strategic priorities, align stakeholders around sharedobjectives, and translate business goals into actionable plans, roadmaps, and measurable outcomes

• Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority

• Demonstrated ability to develop deepexpertisein customer needs, behaviors, journeys, and pain points,leveragingcustomer insights and operational knowledge to influence product strategy, program priorities, service delivery approaches, and customer experience improvements

• Experience working with tools such as Cresta, Salesforce, Tableau, andClaude/AI modelsto access, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that drive operational improvements, customer experience outcomes, and business decisionsA strong desireto learn and improve, with experience using feedback, data, and performance metrics to continuously refine approaches and outcomes

• Comfort working in ambiguity, with a proven ability to create structure,establishprocesses, and drive clarity in complex environments

• Proven ability toanticipaterisks,identifydependencies, remove blockers, andmaintainmomentum across multiple priorities

• Authorization to work in the United States