Director of Student Success & Delivery

Remote | Work from Anywhere | Must have significant overlap with Pacific Time

About the Company

Our client is a leader in the coaching education and personal development space, helping professionals create meaningful transformation in the lives of others.

Its flagship certification program is a comprehensive, year-long experience designed to develop highly skilled coaches with exceptional emotional intelligence, leadership capabilities, and practical coaching expertise. Thousands of students from around the world have participated in the program, creating a global community committed to personal and professional growth.

The Opportunity

We're looking for an exceptional operator to lead and scale our Student Success function.

This isn't a traditional Student Success role focused on maintaining existing operations. It's an opportunity to build, improve, and modernize every aspect of the student experience while creating the systems, processes, and team needed to support long-term growth.

You'll oversee the entire student journey—from enrollment through graduation and beyond—while leading a high-performing team and leveraging AI, automation, and operational excellence to create an exceptional student experience.

If you enjoy building organizations, solving complex operational challenges, and creating scalable systems, this role offers significant ownership and executive visibility.

What You'll Own

Student Success & Experience

• Own the complete student journey from enrollment through certification, graduation, and alumni engagement.

• Continuously improve the student experience while increasing engagement, completion rates, certification rates, retention, and overall satisfaction.

Team Leadership

• Lead, coach, and develop the Student Success organization, including mentor coaches, coordinators, and support staff.

• Build a culture centered around accountability, ownership, continuous improvement, and exceptional service.

• Recruit, develop, and retain outstanding talent while creating clear career growth opportunities within the department.

Operations & Systems

Design, document, and continuously improve the operational systems that power Student Success.

You'll oversee areas including:

• Student onboarding

• Program operations

• Scheduling

• Certification workflows

• Communications

• Quality assurance

• Escalation management

• SOP development

• Operational reporting

• Cross-functional workflows

Your goal is to build systems that scale as the business grows.

AI & Automation

We believe AI will fundamentally transform how exceptional organizations operate.

You'll lead the adoption of AI and automation across Student Success by identifying opportunities to reduce manual work, improve responsiveness, increase team capacity, and enhance the student experience.

We're looking for someone who naturally asks:

"How can technology make this significantly better?"

Performance & Continuous Improvement

• Own the department's operating metrics and use data to drive better decisions.

• Build dashboards, identify trends, uncover root causes, and implement improvements that increase both operational performance and student outcomes.

Cross-Functional Leadership

Partner closely with Operations, Marketing, Sales, and executive leadership to ensure a seamless student experience across every stage of the customer journey.

What Success Looks Like

Successful leaders in this role will:

• Build scalable systems that improve the student experience.

• Develop a high-performing Student Success organization.

• Implement AI and automation that meaningfully increase efficiency.

• Improve key operational and student success metrics.

• Create visibility through clear reporting and dashboards.

• Reduce operational dependency on the founder through strong systems and empowered leadership.

• Consistently identify opportunities to improve the business before being asked.

What You'll Measure

Success in this role is reflected through continuous improvement across key business metrics, including:

• Student Satisfaction (NPS)

• Student Engagement

• Completion Rate

• Graduation Rate

• Certification Rate

• Retention

• Renewal Rate

• Response Time

• Resolution Time

• Refund Rate

• Team productivity

• Operational efficiency

Who You Are

You are a builder.

You enjoy creating systems, improving operations, and leading teams through growth and change.

You're energized by solving problems rather than maintaining the status quo, and you take ownership of outcomes instead of waiting for direction.

You combine strategic thinking with operational excellence and are comfortable moving between executive planning and hands-on execution.

Ideal Background

• 7+ years leading Student Success, Customer Success, Operations, Program Delivery, or similar functions

• Experience managing managers and building high-performing teams

• Experience scaling operational systems in a growing organization

• Strong process design and documentation experience

• Experience implementing AI tools, workflow automation, or operational technology

• Highly analytical with experience using dashboards and KPIs to drive decisions

• Outstanding communication and leadership skills

• Experience in coaching, education, online learning, membership businesses, or professional development is required

Why This Role

This is a rare opportunity to build an entire department—not simply manage one.

You'll have significant ownership, executive partnership, and the autonomy to redesign systems, improve operations, implement AI, and shape the future of a rapidly growing organization.

If you're excited by building exceptional teams, leveraging technology, and creating transformational customer experiences at scale, we'd love to hear from you.