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Head of Student Experience

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Lisboa, Lisboa, Portugal TripleTen Tempo inteiro

TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. We offer bootcamps in Software Engineering, Quality Assurance (QA), Cybersecurity, UX/UI Design, Data Analytics and Data Science across the USA and LATAM.

We're looking for a hands-on Head of Student Experience to build and optimize critical operational processes across retention, refunds, support, and student success. This role requires a strong operator who can balance operational efficiency with high-quality service delivery. You will establish transparent systems, manage budgets, and drive measurable improvements in key metrics while ensuring a superior student journey.

You'll report directly to the Head of Product and oversee 5 operational streams, working closely with team leads in support, teaching, and success functions. Your focus will be reducing refund rates, improving monthly payment retention, optimizing operational costs, and ensuring a seamless, high-quality student experience from onboarding through program completion.

What you will do
  • Ensure high-quality student experience across the full journey. Define and maintain standards for support quality, communication, and student satisfaction (CSAT/NPS); oversee consistent escalation and intervention processes.
  • Build operational infrastructure for retention and refunds. Establish clear processes, track refund rates and monthly payment retention, and implement a new onboarding approach to reduce refund request rates by 15-20%.
  • Manage budgets and optimize costs. Calculate operational costs per program, reduce the Student Experience budget as a % of revenue, and ensure all teams operate within budget while maintaining quality standards.
  • Lead operational teams through transition. Support new leads in support, teaching, and success teams. Establish transparent tracking systems to identify and resolve issues proactively.
  • Drive metrics and performance. Set targets for refund rates, retention rates, student satisfaction, and support quality. Build and adapt bonus systems aligned with team goals. Monitor KPIs and lead cross-functional problem-solving when metrics shift.
  • Enable data-driven decisions. Work closely with the analytics team to forecast metrics, analyze trends, and communicate insights across product, growth, and marketing teams.
Requirements
  • Strong operational background in fast-growing B2C environments (EdTech, FinTech, delivery, e-commerce preferred) with proven experience scaling operations through growth phases.
  • Solid analytical skills: comfortable with financial modeling, metrics forecasting, and connecting operational metrics to business outcomes.
  • Proven track record of measurable results across retention, refunds, or operational efficiency improvements.
  • Ability to switch between strategy and hands-on operational execution. You are comfortable designing the high-level plan and diving deep to fix immediate process blockers.
  • Experience managing multiple teams and leads, ideally during periods of team transition or restructuring.
  • Proactive crisis management approach: able to diagnose metric fluctuations, analyze root causes, and coordinate cross-functional solutions.
  • Excellent people management and open communication skills.
  • 1+ years tenure in previous companies with documented achievements and impact.
What we can offer you
  • Competitive compensation.
  • Full-time remote contract with a flexible schedule.
  • Direct ownership of critical business metrics affecting revenue and student satisfaction.
  • High autonomy to build and optimize operational systems from the ground up.
  • Resources including budgeting authority, dedicated analytics support, and access to the CRM team.
  • Fully remote collaboration alongside an experienced, global professional team.