Head of Customer Experience (Retention & Service Quality)

Own retention and customer health metrics
Own Month-1, Month-3, and renewal retention targets
Monitor and improve NPS and parent satisfaction
Build and manage customer health dashboards
Identify early churn signals and deploy proactive interventions
Architect the end-to-end customer journey
Redesign onboarding, first-month experience, and renewal journey
Ensure clear expectation setting between sales → CS → mentor teams
Standardize parent communication cadence and progress updates
Reduce friction points across the lifecycle
Build a scalable service quality system
Define service SOPs, escalation protocols, and communication frameworks
Implement quality assurance mechanisms for mentor-parent interactions
Lead resolution of complex or sensitive parent cases
Drive consistency in experience across thousands of families
Lead and develop the Customer Experience team
Manage and coach CS team leads and frontline staff
Build performance culture anchored on accountability and empathy
Design training programs to elevate emotional intelligence and problem-solving capability
Plan team capacity in line with revenue growth
Act as Voice of Customer across the organization
Translate customer insights into actionable improvements for Product, Academic, and Sales teams
Partner closely with Growth and Academic leaders to improve conversion-to-retention quality
Influence service promise boundaries to protect long-term trust
Protect TeenCare's brand trust and reputation
Own high-risk escalations and crisis communication
Ensure consistent service standards in a high-emotion parenting category
Build systems that turn satisfied parents into advocates and referrals
Success metrics for the role
Improvement in Month-3 retention rate
Renewal revenue growth
Reduction in complaint and escalation rates
Improvement in parent NPS
Stabilization of sales morale linked to service delivery confidence