Head of Learning & Customer Sucess Delivery

About TeenCare

TeenCare is building an AI parenting intelligence platform for parents of teens. We help parents understand the root beneath teen behavior and know what to do next through AI product, structured parent insights, and premium human mentor support.

We are shifting from a Vietnam service-led business into a global-first AI parenting company built around annual users, ARR, product-led growth, standardized execution, and AI-native operations.

Role Mission

- 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

Yêu cầu công việc

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

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

Employment type: Full-time (Nghỉ chiều thứ 7 và CN, Thời gian: 8h30-12h và 13h30-18h)

Work location: 61E De LaThanh, Hanoi (on-site)

Quyền lợi

• Chăm sóc sức khoẻ: Insurance and benefits in line with labor law.