[Hiring] Head of Service @Crimson Education

Role Description

As the Head of Service, you will take Rise’s product vision and make it operational—designing and executing on the KPIs, training frameworks, onboarding systems, and technical support structures that allow a globally distributed team to deliver consistently excellent service to 500+ students worldwide. You will build what needs building, manage what needs managing, and own the full arc from product iteration to student outcome. Our first significant service revamp in two years is about to launch; you’ll step into an active, evolving program and shape how it scales.

You will report directly to Senior Director, Product at Crimson Education and will manage the Crimson Rise Team Leads and Head of Operations, who collectively oversee a team of 15+ full-time Strategists, 3 full-time Student Success Managers, and 200+ part-time tutors/mentors. You’ll work cross-functionally with competition program partners, the Rise marketing team, and local sales and Core service teams across regions.

Fundamentally, you'll be responsible for:

• Building and owning the operational infrastructure that allows Rise to run at scale
• Driving implementation of current and upcoming Rise product iterations
• Revenue retention for current and graduating Rise students
• Leading, developing, and managing the Rise leadership team and strategy globally
• Personally delivering outstanding service to a small portfolio of VIP students
• Managing key cross-functional relationships: operations, sales, marketing, competition partners, and Crimson Core (the G9+ service that Rise students graduate into)

What your work entails:

• Infrastructure design and product implementation
• Translating Rise product vision into operational systems: KPIs, tracking mechanisms, onboarding frameworks, and training curricula
• Identifying gaps in current delivery and designing scalable, financially sound solutions
• Ensuring service changes account for market pricing and are operationally viable before rollout
• Building or speccing the tooling and technology that supports Team Leads and Strategists in delivering consistently high quality work
• Designing service framework and leading implementation of upcoming product iterations, including our early years (ages 6-10) product launch

• Team leadership and performance management
• Hiring, onboarding, and developing Strategists and Team Leads across regions
• Driving alignment and cohesive service delivery between Strategists and Tutors/Mentors
• Running 1:1s and performance reviews; maintaining development plans for every direct report
• Monitoring student outcomes and consistent delivery across the team
• Coaching for Rise strategy craft and individual professional growth within Crimson

• Student delivery
• Personally managing a small portfolio of VIP students to the highest Rise standard
• Maintaining expert-level knowledge of admissions trends, competition strategy, and Rise methodology to credibly model and teach the craft

• Cross-functional stakeholder management
• Building and sustaining trust with the sales team; serving as a credible, proactive partner in complex pre-enrollment conversations
• Partnering with Crimson Honors (competitions), Indigo, and other relevant Crimson Enrichment services to build complementary services that support Rise students
• Collaborating with Crimson Core (G9+), Crimson Athletics, and other related service teams to ensure smooth transitions and proactive escalation management for shared students

Qualifications

• Undergraduate degree from a Top 20 US or Top 20 UK university
• 5+ years professional experience, with demonstrated people management responsibility
• Proven track record of building operational systems from scratch, or of significantly improving existing operational systems
• Experience in a client-facing service role with high-expectations clients or families
• Ability to personally deliver Crimson Rise (education consulting) at the highest standard; or a credible, specific plan to develop this skill rapidly
• Admissions, educational consulting, or academic instructional experience beneficial

Requirements

• Operational systems design: ability to build KPI frameworks, tracking mechanisms, and training programs from the ground up
• People leadership and coaching: can develop and manage a distributed, remote team with varied experience levels
• Multi-stakeholder fluency: effective communicator with clients/families, sales teams, contractors, and senior leadership
• Directness and early escalation: comfortable surfacing problems before they become crises
• Self-directed in ambiguous scenarios
• AI/Tech comfort: can use LLMs to spec what needs to be built, work productively with dev teams, and maintain ownership of interim tech solutions for tracking/driving student progress
• Superior written and oral communication

Benefits

• Significant growth potential within one of the world’s leading education companies
• Performance-based reward system—internal promotions and role changes made up 33% of all recruitment last year
• Individualized mentoring and development with Crimson’s leadership team
• Flexible work hours, 100% remote (US time zone preferred)
• Learning and development budget