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Head of Family Experience
Posted 8 days agoViewed
🏢 Company: Primer👥 101-250💰 Corporate over 1 year ago🫂 Last layoff 7 months agoMobile PaymentsE-CommercePaymentsFinTechSoftware
Requirements:
- Exceptional Sales Team Management: Proven experience managing high-performing teams with clear metrics, accountability and results.
- Data-Oriented: Strong analytical skills to identify trends, diagnose issues and proactively drive improvements.
- Intense Internally, Calm Externally: Capable of creating a high-energy, results-driven internal culture while delivering a supportive and reassuring experience to families.
- Cross-Functional Leadership: Adept at collaborating with the broader team to ensure alignment and a cohesive family experience from lead submission through first day of school.
- Creative Problem-Solving: Ability to innovate and adapt the admissions function to meet evolving needs and differentiate Primer in the market.
- Customer Empathy: Deep understanding of the needs and motivations of prospective families.
- Management of relationship-driven admissions, sales, or similar teams.
- Strong operational background with a focus on metrics and fast iteration cycles.
- Familiarity with the unique challenges of scaling a startup or growth-stage company.
Responsibilities:
- Define the optimal size and structure of the admissions team to beat enrollment goals.
- Recruit, hire, and train Admissions Representatives, equipping them with a robust playbook that guides them through live calls, follow-ups, and ad hoc parent interactions.
- Create a culture of accountability: metric-driven performance targets and a high-performance culture are paramount.
- Conduct regular pipeline reviews and coach team members through calls with prospective Primer families.
- Balance an internal culture of high performance and accountability while delivering a calm, high-trust admissions process externally for families.
- Build a differentiated admissions function that embodies Primer’s mission, values, and brand.
- Monitor and analyze funnel metrics to diagnose friction points and optimize the admissions process.
- Use data to proactively identify trends —such as changes in lead quality or conversion rates— and implement fixes before they impact enrollment goals.
- Package and share insights from family feedback and admissions data with the broader team to inform overall business strategy.
- Oversee the end-to-end admissions journey to create a delightful and trust-building experience for families.
- Manage all touchpoints, including campus tours, shadow days, tuition discussions, student acceptance, and the transition to the first day of school.
- Collaborate with Fellowship, Education, Revenue Operations, and Marketing teams to align admissions processes with our business goals and family needs.
- Be maniacal about updating admissions messaging, written copy, and family-facing processes to adapt to shifting priorities and strategy.
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