Head of Customer Experience, Engagement & Community

BrainPOP • New York, NY

1d • $170,000 - $200,000 • Hybrid

About The Position

BrainPOP is seeking a Head of Customer Experience & Engagement to design and lead the company’s end-to-end educator experience strategy. This leader will build the systems, programs, and cross-functional alignment that ensure every educator, from first interaction to power user, can successfully integrate BrainPOP into their classroom and realize its full value. This role drives BrainPOP's Activation & Utilization, Customer & Implementation, Customer Support, and Community Engagement teams, uniting them as one proactive, strategic engine that drives activation, rostering adoption, meaningful classroom integration, and educator advocacy. Customer Support serves as the fastest line of response to educators and as strategic load relief for Customer Success. Working in close partnership with the Head of Implementation Strategy, this role builds the systems, programs, and cross-functional alignment that bring implementation models to life for every educator. The role operates at the intersection of Product, Marketing, Sales, Customer Success, Professional Development, and Community, creating a connected experience that drives adoption, engagement, retention, and advocacy. The core purpose of this role is to ensure BrainPOP delivers confidence, impact, and momentum for every educator.

Requirements

• Significant K-12 EdTech industry experience is required
• 10–15+ years of experience across customer experience, customer marketing, community, or customer lifecycle strategy and operations.
• Proven success designing strategy & systems that drive adoption, engagement, and retention at scale.
• Experience working cross-functionally across Product, Marketing, and Customer teams to design end-to-end customer journeys.
• Strong understanding of educator workflows, classroom dynamics, or EdTech environments (preferred).
• Demonstrated ability to translate customer insight into strategic action.
• Senior leadership presence with the ability to influence across all levels of the organization.
• Direct experience evolving a customer-facing organization (success, support, activation, or community) into a more proactive, strategic function.
• Proven track record of building and growing Educator community at scale to drive measurable impact on customer retention
• Hands-on experience activating teacher-powered ecosystems - including ambassador programs, peer to peer learning communities and educator story amplification.

Nice To Haves

• Strong understanding of educator workflows, classroom dynamics, or EdTech environments

Responsibilities

• Design and continuously improve the end-to-end educator journey, ensuring teachers, instructional coaches, and administrators know what to do next, and feel confident doing it.
• Define and operationalize role-based educator journeys (Teacher, Admin, Coach) across the full lifecycle.
• Design and accelerate “first win” moments to drive early classroom success and adoption.
• Identify and eliminate friction across onboarding and key lifecycle touchpoints (product, PD, and communication).
• Lead the strategy to dramatically expand school rostering and integration adoption, eliminating one of the largest technical friction points between purchase and activation.
• Build scalable systems that help educators translate BrainPOP into real classroom instruction, not just logins or clicks.
• Partner with the Head of Implementation Strategy to operationalize and scale BrainPOP's implementation models, translating defined best practices into the playbooks, in-product guidance, and educator-facing programs that bring them to life across diverse classrooms.
• Design and deliver scalable professional learning experiences (live and on-demand) that reinforce implementation fidelity and accelerate classroom confidence.
• Build differentiated engagement for educators at every point in their BrainPOP journey, with the right resources at the right time for new teachers, growing users, and experienced champions.
• Build the most engaged and influential educator community in K-8 EdTech, turning deep, authentic teacher affinity into a peer-led growth engine that drives adoption, advocacy, and influence at scale.
• Evolve and grow the Certified BrainPOP Educator (CBE) program as the flagship vehicle for educator community, with a clear progression from new educator to active member to ambassador to community leader.
• Design and activate teacher-to-teacher learning ecosystems (events, showcases, communities of practice) that drive peer-led adoption and classroom integration.
• Capture and amplify authentic educator stories, classroom artifacts, and best practices in close partnership with Marketing.
• Identify educators well-positioned for research and efficacy studies, building a pipeline of classrooms ready to participate in BrainPOP's evidence base.
• Establish a system to capture and translate real educator usage, feedback, and engagement into strategic insight.
• Build and scale Voice of Educator (VoE) systems across qualitative and quantitative insights, with structured feedback loops into Product, Content, and Implementation.
• Identify early signals of engagement, risk, and retention across the lifecycle.
• Translate educator usage and feedback into product, content, and strategic decisions in partnership with leadership.
• Ensure every team touching the customer delivers a consistent, coordinated experience.
• Define lifecycle ownership and cross-functional roles across the educator journey.
• Align Marketing, Product, C&I, and Community around shared experience metrics and outcomes.
• Establish governance frameworks to eliminate fragmentation and ensure a consistent, connected experience.
• Partner closely with Customer Success leadership to align activation, engagement, and retention playbooks, with Customer Support absorbing transactional load so CSMs can focus on high-value district and renewal work.
• Partner closely with the Head of Implementation Strategy and the Product organization on implementation models, product roadmap, and educator experience.
• Build and lead a high-performing team responsible for delivering a cohesive, scalable educator experience across the full lifecycle.
• Lead BrainPOP's Activation & Utilization, Customer & Implementation, Customer Support, and Community Engagement teams, evolving the structure and operating model so they deliver as one integrated experience function.
• Hire, develop, and lead a high-performing, multidisciplinary team.
• Set clear goals and performance metrics while fostering a culture of ownership, collaboration, and leadership development.
• Lead an AI-native function. Embed AI throughout how the team operates, from scaling personalized educator experiences, to analyzing Voice of Educator data at depth, to automating routine work so the team's energy goes to the highest-leverage strategic activities.

Benefits

• Competitive pay bands for all other countries based on market standards.
• Individual compensation decisions are based on a number of factors, including experience level, skill set, and balancing internal equity relative to peers at the company.
• Empowering, creative, collaborative, playful, and anchored in learning and growth experience for the team.
• Diversity and inclusion
• Collaboration
• Learning from multiple perspectives.

What This Job Offers

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