Head of Family Experience

About PrimerFixing our K-12 education system is a civilizationally-important problem. We believe that all of our problems — including the ones that dominate the headlines — are downstream of education.We have a simple thesis on how to solve it: empower 1,000's of educators to launch microschools in their communities.We believe the historical tradeoff between price (tuition) and quality is a false dichotomy.PrimerOS automates and eliminates much of the costs of traditional schools. Microschools have a structural advantage — asset-light real estate — which means much lower capex and opex. You put it together, and you get something that's never existed before: a world-class education that's accessible to normal American families and can rapidly scale.About the RoleWe’re hiring our for our first Head of Family Experience at Primer.Primer is a complex product with even more complex operations. We aspire to deliver a cohesive, delightful parent experience across our product, lifecycle marketing channels (email, SMS), and Front Office. Succeeding in delivering this experience will impact every metric across the organization: student academic growth, family retention, referrals, and campus growth.This role is unique in that it’s equal parts art and science. You’ll need to love designing systems to scale to support families across many states while also ensuring we show up to each interaction with empathy and kindness. You’ll need to programmatically use channels like email and SMS to proactively get families the information they need before they need it and deliver specific outcomes for onboarding, matriculation, finance, and more.You’ll serve as the advocate and voice of the customer internally — influencing product decisions, support policies, and every inch of Primer’s surface area that families engage with. You should be obsessed with delivering 6-star, 11-out-of-10, so-good-they-can’t-stop-telling-friends-level experiences — and figuring out how to scale that across thousands of interactions a month.To succeed in this role, you’ll need to be exceptional at systems-design, people management, and positioning. You’ll set the tone that families come to associate with Primer and design (and run!) the systems to scale that tone to thousands of schools across the US.ResponsibilitiesArchitect and manage our programmatic channels for family engagement — primarily SMS and email — owning both logistics (timing, delivery, etc.) and content (tone, visuals, copy).Manage and scale the Front Office team, our front line for all family communication across all Primers nationwide.Architect and manage our systems for collecting and operationalizing parent feedback.Work closely with the product team on our 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 families with sensitive or tense conversations, and loop in senior team leaders across the organization as needed.Be the advocate for families across Primer — ensuring that they have a seat at the table in every big decision we make.QualificationsExperience in (or familiarity with) lifecycle marketing tools for channels like SMS / email.Excellent written and verbal communication skills — you’re thoughtful, clear, and empathetic even under pressure.Experience in people management (and specific experience managing support or customer success teams a plus).Extremely organized. Your colleagues have probably described you as “unreasonably organized” in the past.Deep belief in Primer’s mission and a commitment to making every family feel seen, heard, and valued.If this sounds like you, fill out the application below with a bit about yourself and we'll take it from there! If you have any questions, don't hesitate to email us at [email protected].

Apply Now