Apac Service Head, Crimson Rise

Want to revolutionize the future of education and do meaningful work that transforms future generations' lives?
Crimson Education is a Series C, global EdTech startup founded in 2013 with the idea that through personalized education and technology, we can transform students into the world leaders of tomorrow.
We're now in 28 markets and have an ambitious team of 700 that's rapidly expanding across the globe.
Our tech platform connects 3000 tutors/mentors to students aiming to achieve admission and scholarships to top universities or their dream career pathway.
OUR MISSION Crimson Rise is the launching pad that equips young students globally to compete on the world stage.
Crimson's technology, resources, and expertise removes barriers of geography and legacy, and sees its students reach their greatest potential thanks to the dedication of their personalized Crimson teams.
As we expand our team, we are seeking innovative educators who are passionate about shaping the future of learning.
Join us as we aim to unlock our students' potential, guiding them through a transformative process spanning their middle school years.
Be part of a visionary team committed to making a significant impact on global education standards and student success.
OUR TEAM The Rise Strategy Team spans 3 continents, bringing together educators, innovators, artists, athletes, researchers, and advocates who believe every student deserves a personalized education experience regardless of where they're coming from.
Hailing from top universities worldwide, our Strategists bring their personal experiences to the table as they invest in the team's overall expertise and support parents and students in navigating today's increasingly complex education landscape.
WHAT YOU'LL BE RESPONSIBLE FOR As a Crimson Rise Service Head, you will report to the Director of Crimson Rise and work closely with the Crimson Rise Head of Operations, other Crimson Rise Team Leads, and local sales and Crimson Core service teams to develop and manage outstanding localized service experiences in target markets.
You will personally deliver service to a base of your own students, often VIP clients, and will lead localization of the global Crimson Rise service model.
You will also role-model for, hire, train, and manage a team of Crimson Rise Strategists (and, as needed, peripheral team members), who work with young students (typically grades 6-8, ages 11-14) and their parents to develop and execute immediate academic, extracurricular, and personal developmental goals aligned with desired academic or professional pathways.
WHAT YOUR WORK ENTAILS Identifying critical market expectations and leading strategic, scalable revisions to the Crimson Rise experience for implementation in select markets: Working with local sales, marketing, and Crimson Core Strategy teams to identify current gaps in product structure  Revising delivery content, team structure, or communication expectations for an effective localized Crimson Rise experience, while maintaining cohesion with the mission and character of the global Crimson Rise team Developing resources, curricula, and tracking mechanisms as needed Ensuring proposed service revisions account for optimal market pricing and are financially plausible to deliver Monitoring team performance and ensuring predictably excellent service quality: Recruiting, interviewing, onboarding, and training new staff members—both Strategists and, if relevant, Student Success Managers Overseeing recruitment and onboarding for local tutors or mentors if necessary, in collaboration with the Rise Head of Operations or local teams Monitoring student outcomes and performance for all students in your team Providing support and feedback to help direct reports complete their outlined responsibilities to meet and exceed established KPIs Running 1:1s and performance reviews Ensuring professional growth & high-quality student service from your team: Providing ongoing coaching both for strategy work specifically and career growth at Crimson Maintaining and sharing expert, application-specific knowledge and cultural understanding Continuing to deliver outstanding service for your own students (on a reduced capacity) Escalation management: Acting as your team's students' first point of contact for client complaints, questions, and issues and while direct reports are on leave Working with the Head of Operations or relevant stakeholders on student allocations, reallocations, and client issue escalations in your team Proactively collaborating with other service teams to resolve any complaints or roadblocks that are relevant to your direct reports Working on department initiatives: Approving and overseeing project-based work completed by your direct reports WHAT SUCCESS LOOKS LIKE Consistently high service quality is ensured and local confidence Crimson Rise grows, with sales and referrals organically increasing Your regions have low Crimson Rise cancellation or refund rates All KPIs are met for both personal and consolidated team results Strategists in your team are up to date on recent changes and rollouts, and any concerns are dealt with prior to official rollout Strategists in your team are up to date on recent admissions trends and are confident relaying this to their current student and parent base Strategists in your team have an active development plan and are consistently progressing towards those goals Performance feedback is consistently shared and discussed regularly with strategists in your team Escalations are addressed & managed in a timely manner EXPERIENCE & SKILLS REQUIRED Bachelor's degree from a top U.S. or U.K. university Excellent project management and creative problem-solving skills Familiarity with designing service products for scale Excellent conflict management and cross-cultural communication skills Superior written and oral communication skills Superior planning and organizational skills Resilience when working independently under pressure Team-oriented attitude Passion for changing students' and team members' lives, along with a willingness to learn and go the extra mile!
WHY WORK FOR CRIMSON?
Competitive salary with growth opportunities in a student-focused, team-driven environment, housed within one of the world's most exciting and rapidly growing startups.
Performance-based reward system with limitless development and exposure - our internal promotions/role changes made up 33% of all recruitment last year Individualized mentoring and development opportunities with members of Crimson's executive team Flexible work hours, 100% remote Learning and development budget Commission available for those who wish to upskill in sales If you're passionate about growing in a fast-paced, collaborative environment, and want to work with cutting-edge technology then we'd love to hear from you!
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