Head Of Learning & Customer Success Delivery

The Head of Product Delivery Center owns TeenCare’s centralized global delivery engine.
You will be responsible for ensuring customers receive consistent value after purchase: onboarding, program delivery, mentor quality, parent insights, customer health, retention readiness, and churn-risk detection.

Revenue teams may be local by market. Product Delivery Center is centralized to protect global quality standards, mentor standards, parent outcomes, and delivery consistency.

What You Will Own
1. Customer delivery and retention readiness
You will make sure customers are onboarded well, experience value quickly, and stay engaged.

You will own:

• Customer onboarding quality
• Class/mentor scheduling
• Attendance health
• Parent engagement
• First value moment
• Delivery-related churn and refund risks
• Handoff signals for renewal and expansion

2. Mentor Academy
You will own Mentor Academy end-to-end, including mentor acquisition, screening, onboarding, training, quality control, capacity planning, performance management, and mentor retention.

You will own:

• Mentor acquisition funnel
• Mentor selection and qualification standards
• Mentor training and certification
• Mentor capacity planning
• Mentor performance scorecard
• Session note quality
• Parent feedback loop
• Mentor churn and replacement planning

3. Centralized global delivery standards
You will build a delivery system that can support Vietnam, Philippines, Singapore, and future international markets.

You will own:

• Global delivery operating model
• Delivery SOPs
• Mentor standards
• Session standards
• Parent insight standards
• Escalation rules
• Market adaptation rules
• Global timezone readiness

4. Parent adoption of AI product
You will work with Product & Tech to make TeenCare’s AI product part of the delivery experience.

You will drive adoption of:

• Understand My Child / Child Snapshot
• Parent input flows
• Parent Progress Report
• AI-assisted Parent Insight
• AI Parent Coach

5. Customer health and churn-risk system
You will build the operating system that identifies customer risk before parents complain, refund, or churn.

You will own:

• Customer Health Score
• Attendance risk
• Parent engagement risk
• Mentor signal risk
• Complaint/refund risk
• Weekly churn-risk review with Revenue and Operations

6. AI-first delivery operations
You will redesign repetitive delivery workflows with AI and automation.

Potential workflows include:

• AI-assisted parent insight drafts
• Mentor note structuring
• Churn-risk detection
• Auto-scheduling
• CS/ticket triage support
• Mentor quality monitoring
• Parent engagement nudges

Success Metrics
You will be measured by outcomes such as:

• Monthly customer retention
• Attendance rate
• Refund rate
• Onboarding completion
• Class/mentor scheduling SLA
• AI product adoption by parents
• Mentor acquisition and qualification
• Mentor quality score
• Mentor session note completion
• Customer Health Score coverage
• Churn/refund risk detection and recovery

Yêu cầu ứng viên

What We Are Looking For
You should be strong at:

• Building service delivery systems
  
• Managing large or distributed teams
  
• Creating SOPs, dashboards, SLAs, and quality standards
  
• Managing mentor, coach, tutor, or service-provider networks
  
• Improving retention, customer health, and delivery quality
  
• Working cross-functionally with growth, product, tech, and operations

Quyền lợi được hưởng

• Competitive compensation package
  
• Work on a product used weekly by thousands of families
  
• Build a system from the ground up with real ownership
  
• High-impact role directly tied to company growth
  
• Fast-paced, high-performance environment