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