Head of Global Service Delivery (Remote)

Crimson Education is the world’s leading college admissions consulting firm, with over 1,490 Ivy League offers and 2,410 to the US Top 15. We help ambitious students gain admission to the world’s top universities through expert-led guidance and proven, data-driven strategies. Crimson students are 7x more likely to get into the Ivy League than their peers. We were recently featured on the front page of the Wall Street Journal. Crimson is the only college admissions consultancy that brings together: Former Ivy League and Top 20 admissions officers to rigorously review and refine applications Professors and PhD teaching fellows from leading universities to guide students through original, independent research — with pathways to selective peer-reviewed publication or conference presentation Past ISEF winners and judges who coach students to compete for state, national, and international science fair awards Capstone project mentors who help students design and scale leadership initiatives with real-world impact, measurable outcomes, and credible external validation We’re backed by leading VC firms, including Tiger Global, Heal Partners, IceHouse Ventures, and Movac, and recently closed a USD $40M Series D funding round at a USD $640M valuation. We now operate across 21 markets worldwide, including the US, Canada, UK, Singapore, Japan, Hong Kong, Australia, and New Zealand. As we expand Crimson Rise, our division supporting 0-14 year-olds, we are seeking an exceptional operator and educator to take full ownership of service execution—someone who builds the systems that make outstanding service possible at scale. Step up to lead a visionary, collaborative team committed to making a significant impact on global education standards and student success. The Team The Rise Team includes over 20 full-time staff and dozens of part-time staff, spanning 5 continents and bringing together educators, innovators, artists, athletes, researchers, and advocates who believe every student deserves a personalized education experience regardless of where they’re coming from. Hailing from top universities worldwide, our Strategists and Tutors bring their personal experiences to the table as they invest in the team’s overall expertise and support parents and students in navigating today’s increasingly complex education landscape. The Role As the Head of Service, you will take Rise’s product vision and make it operational—designing and executing on the KPIs, training frameworks, onboarding systems, and technical support structures that allow a globally distributed team to deliver consistently excellent service to 500+ students worldwide. You will build what needs building, manage what needs managing, and own the full arc from product iteration to student outcome. Our first significant service revamp in two years is about to launch; you’ll step into an active, evolving program and shape how it scales. You will report directly to Senior Director, Product at Crimson Education and will manage the Crimson Rise Team Leads and Head of Operations, who collectively oversee a team of 15+ full-time Strategists, 3 full-time Student Success Managers, and 200+ part-time tutors/mentors. You’ll work cross-functionally with competition program partners, the Rise marketing team, and local sales and Core service teams across regions. Fundamentally, You'll Be Responsible For Building and owning the operational infrastructure that allows Rise to run at scale Driving implementation of current and upcoming Rise product iterations Revenue retention for current and graduating Rise students Leading, developing, and managing the Rise leadership team and strategy globally Personally delivering outstanding service to a small portfolio of VIP students Managing key cross-functional relationships: operations, sales, marketing, competition partners, and Crimson Core (the G9+ service that Rise students graduate into) What Your Work Entails Infrastructure design and product implementation Translating Rise product vision into operational systems: KPIs, tracking mechanisms, onboarding frameworks, and training curricula Identifying gaps in current delivery and designing scalable, financially sound solutions Ensuring service changes account for market pricing and are operationally viable before rollout Building or speccing the tooling and technology that supports Team Leads and Strategists in delivering consistently high quality work Designing service framework and leading implementation of upcoming product iterations, including our early years (ages 6-10) product launch Team leadership and performance management Hiring, onboarding, and developing Strategists and Team Leads across regions Driving alignment and cohesive service delivery between Strategists and Tutors/Mentors Running 1:1s and performance reviews; maintaining development plans for every direct report Monitoring student outcomes and consistent delivery across the team Coaching for Rise strategy craft and individual professional growth within Crimson Student delivery Personally managing a small portfolio of VIP students to the highest Rise standard Maintaining expert-level knowledge of admissions trends, competition strategy, and Rise methodology to credibly model and teach the craft Cross-functional stakeholder management Building and sustaining trust with the sales team; serving as a credible, proactive partner in complex pre-enrollment conversations Partnering with Crimson Honors (competitions), Indigo, and other relevant Crimson Enrichment services to build complementary services that support Rise students Collaborating with Crimson Core (G9+), Crimson Athletics, and other related service teams to ensure smooth transitions and proactive escalation management for shared students What Success Looks Like Service quality is VIP-level across full student pool: personalized, cohesive, and consistent across both Strategy and Tutoring/Mentoring Every Strategist knows what is expected, has a development plan, and is progressing against it; Strategist retention is high KPIs are in place and monitored; Team Leads own their numbers and understand why The sales team trusts you and actively involves you in strategic partnership conversations New product iterations launch onstrategy time and are adopted consistently by the team Escalations are handled at your level; cancellation and refund rates remain low Referrals and renewals grow organically, reflecting sustained service confidence What Qualifications You'll Need Undergraduate degree from a Top 20 US or Top 20 UK university 5+ years professional experience, with demonstrated people management responsibility Proven track record of building operational systems from scratch, or of significantly improving existing operational systems Experience in a client-facing service role with high-expectations clients or families Ability to personally deliver Crimson Rise (education consulting) at the highest standard; or a credible, specific plan to develop this skill rapidly Admissions, educational consulting, or academic instructional experience beneficial What Skills You'll Need Operational systems design: ability to build KPI frameworks, tracking mechanisms, and training programs from the ground up People leadership and coaching: can develop and manage a distributed, remote team with varied experience levels Multi-stakeholder fluency: effective communicator with clients/families, sales teams, contractors, and senior leadership Directness and early escalation: comfortable surfacing problems before they become crises Self-directed in ambiguous scenarios AI/Tech comfort: can use LLMs to spec what needs to be built, work productively with dev teams, and maintain ownership of interim tech solutions for tracking/driving student progress Superior written and oral communication Why work for Crimson? Significant growth potential within one of the world’s leading education companies Performance-based reward system—internal promotions and role changes made up 33% of all recruitment last year Individualized mentoring and development with Crimson’s leadership team Flexible work hours, 100% remote (US time zone preferred) Learning and development budget If you’re ready to lead an exceptional team of educators and lead scaling for one of Crimson’s most dynamic programs, then we'd love to hear from you! Please keep an eye on your spam / junk email folder for correspondence from Team Tailor. #J-18808-Ljbffr