Head of Service, Crimson Rise
About the role
As the Head of Service for Crimson Rise, you will take Rise’s product vision and make it operational—designing and executing on the KPIs, training frameworks, onboarding systems, and technical support structures that allow a globally distributed team to deliver consistently excellent service to 500+ students worldwide. You will report directly to the Senior Director, Product at Crimson Education and manage the Crimson Rise Team Leads and Head of Operations, overseeing a team of 15+ full-time Strategists, 3 full-time Student Success Managers, and 200+ part-time tutors/mentors. You’ll work cross‑functionally with competition program partners, the Rise marketing team, and local sales and Core service teams across regions. In this role you will build the systems that make outstanding service possible at scale as Crimson expands its division supporting 0‑14 year‑olds.
Responsibilities
- Building and owning the operational infrastructure that allows Rise to run at scale
- Driving implementation of current and upcoming Rise product iterations
- Revenue retention for current and graduating Rise students
- Leading, developing, and managing the Rise leadership team and strategy globally
- Personally delivering outstanding service to a small portfolio of VIP students
- Managing key cross‑functional relationships: operations, sales, marketing, competition partners, and Crimson Core (the G9+ service that Rise students graduate into)
- Translating Rise product vision into operational systems: KPIs, tracking mechanisms, onboarding frameworks, and training curricula
- Identifying gaps in current delivery and designing scalable, financially sound solutions
- Ensuring service changes account for market pricing and are operationally viable before rollout
- Building or speccing the tooling and technology that supports Team Leads and Strategists in delivering consistently high‑quality work
- Designing service framework and leading implementation of upcoming product iterations, including our early years (ages 6‑10) product launch
- Hiring, onboarding, and developing Strategists and Team Leads across regions
- Driving alignment and cohesive service delivery between Strategists and Tutors/Mentors
- Running 1:1s and performance reviews; maintaining development plans for every direct report
- Monitoring student outcomes and consistent delivery across the team
- Coaching for Rise strategy craft and individual professional growth within Crimson
- Personally managing a small portfolio of VIP students to the highest Rise standard
- Maintaining expert‑level knowledge of admissions trends, competition strategy, and Rise methodology to credibly model and teach the craft
- Building and sustaining trust with the sales team; serving as a credible, proactive partner in complex pre‑enrollment conversations
- Partnering with Crimson Honors (competitions), Indigo, and other relevant Crimson Enrichment services to build complementary services that support Rise students
- Collaborating with Crimson Core (G9+), Crimson Athletics, and other related service teams to ensure smooth transitions and proactive escalation management for shared students
Qualifications
- Undergraduate degree from a Top 20 US or Top 20 UK university
- 5+ years professional experience, with demonstrated people management responsibility
- Proven track record of building operational systems from scratch, or of significantly improving existing operational systems
- Experience in a client‑facing service role with high‑expectations clients or families
- Ability to personally deliver Crimson Rise (education consulting) at the highest standard; or a credible, specific plan to develop this skill rapidly
- Admissions, educational consulting, or academic instructional experience beneficial