Vice President of Client Experience

Job Summary

To support a growing organization, the remote Vice President of Client Experience will lead the fulfillment infrastructure, overseeing coaching delivery and client experience while building systems and processes to ensure quality outcomes for families.

Key responsibilities

• Design and implement systems and standards for consistent quality in the fulfillment organization
• Develop and coach department heads through regular 1:1s and structured goal-setting
• Build a KPI framework for real-time visibility into delivery quality and client health

Required qualifications

• 8+ years of relevant leadership experience, including 4+ years managing managers/directors in operations or client success
• Direct experience scaling companies or divisions to $30M+ in revenue
• Proven track record of building or rebuilding delivery infrastructure, including onboarding programs and quality standards
• Experience in education, coaching, consulting, or similar high-touch professional services
• Strong analytical skills to identify delivery bottlenecks and quality gaps from data