Head of Customer Experience (CX)

TripleTen • Boston, MA

23h • Remote

About The Position

TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. We offer bootcamps in Software Engineering, Quality Assurance (QA), Cybersecurity, UX/UI Design, Data Analytics and Data Science across the USA and LATAM.

We are looking for a Head of Customer (Student) Experience to lead the teams responsible for the full post-purchase student journey — including onboarding, success management, refunds, and community.

The core mission of this role is to build a scalable student support and engagement system that improves retention, reduces refunds, and ensures a high-quality learning experience across all programs.

This role combines operational leadership, analytics, and team management in a fast-growing EdTech environment.

Requirements

• Strong operational background in fast-growing B2C environments (EdTech, FinTech, delivery, e-commerce preferred).
• Proven experience scaling operations through growth phases.
• Solid analytical skills: comfortable working with metrics, financial modeling, forecasting, and operational efficiency analysis.
• Proven track record of measurable results across retention, refunds, or operational efficiency improvements.
• Ability to switch between strategy and hands-on operational execution. You are comfortable designing the high-level plan and diving deep to fix immediate process blockers.
• Experience managing multiple teams and leads, ideally during periods of team transition or restructuring.
• Proactive crisis management approach: able to diagnose metric fluctuations, analyze root causes, and coordinate cross-functional solutions.
• Excellent people management and open communication skills.

Responsibilities

• Ensure high-quality student experience across the full journey. Design and continuously improve the student journey from onboarding to program completion. Build a consistent and scalable support model that helps students stay engaged and succeed in their programs.
• Build operational infrastructure for retention and refunds. Establish clear processes and tracking systems for refund requests and retention metrics. Monitor refund rates and monthly payment retention, and implement improvements to onboarding and support processes aimed at reducing refund requests by 15–20%.
• Manage budgets and optimize costs. Own the Student Experience operational budget. Calculate operational costs per program, optimize team efficiency, and reduce the Student Experience budget as a percentage of revenue while maintaining high service quality.
• Lead operational teams through transition. Manage and develop team leads across onboarding, success, refunds, and community. Build clear ownership structures, introduce transparent tracking systems, and ensure teams can identify and resolve student issues proactively.
• Drive metrics and performance. Define and manage key metrics including refund rate, retention rate, student satisfaction, and support quality. Build performance frameworks and bonus systems aligned with team goals. Monitor KPIs and lead cross-functional initiatives when metrics deviate from targets.
• Enable data-driven decisions. Partner closely with the analytics team to forecast operational metrics, analyze trends, and translate insights into actionable improvements. Share findings across product, growth, and marketing teams to continuously improve the student experience.

Benefits

• Competitive compensation.
• Full-time remote contract with a flexible schedule.
• Direct ownership of critical business metrics affecting revenue and student satisfaction.
• High autonomy to build and optimize operational systems from the ground up.
• Resources including budgeting authority, dedicated analytics support, and access to the CRM team.
• Fully remote collaboration alongside an experienced, global professional team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed