Head of Family Experience

Position Overview

• Location Type: [Not Specified]
• Job Type: Full-Time
• Salary: [Not Specified]

Primer is dedicated to reforming the K-12 education system by empowering educators to launch microschools. Our mission is to provide world-class education at an accessible price point by leveraging technology to reduce costs.

This role is for our first Head of Family Experience. You will be responsible for creating a cohesive and delightful parent experience across our product, lifecycle marketing channels (email, SMS), and Front Office operations. This position requires a blend of systems design and empathetic customer interaction, aiming to scale exceptional family experiences across thousands of interactions monthly. You will be the internal advocate for our families, influencing product decisions and support policies.

Responsibilities

• Architect and manage programmatic channels for family engagement, including SMS and email, overseeing logistics and content.
• Manage and scale the Front Office team, the primary point of contact for family communications.
• Architect and manage systems for collecting and operationalizing parent feedback.
• Collaborate with the product team on family onboarding, product education, and re-enrollment experiences.
• Build and manage systems for tracking and responding to family feedback across schools.
• Serve as an escalation path for sensitive family conversations, involving senior leadership as needed.
• Act as the internal advocate for families, ensuring their perspective is considered in all major decisions.

Requirements

• Experience with or familiarity with lifecycle marketing tools for channels like SMS and email.
• Excellent written and verbal communication skills, demonstrating thoughtfulness, clarity, and empathy, especially under pressure.
• Experience in people management, with a preference for experience managing support or customer success teams.
• Exceptional organizational skills.
• A deep belief in Primer’s mission and a commitment to making every family feel valued.

Application Instructions

If this role aligns with your skills and aspirations, please fill out the application. For any questions, feel free to email jobs@primer.com.

Company Information

Primer is focused on fixing the K-12 education system by enabling educators to launch microschools. We believe in a model where high-quality education is accessible and affordable, achieved through operational efficiencies and asset-light real estate.