LOOKING FOR STELLAR TOP CANDIDATES

Position: Head of Fulfillment & Student Success
Working Hours: Full-Time │Monday - Friday │9:00 am - 6:00 pm EST
Search Location: Latin America, South Africa, Canada, and the United States
Salary: 6000 - 7000 USD /month │Latin America - South Africa
: USA / Canada /UK
Incentives: Performance-based incentives tied to revenue/margin targets
Perks & Benefits: Work Device Provided - Can begin within 2–4 weeks of receiving an offer.
: The Final Salary Offer depends on the client’s decision, interview results, and experience

About the Role:

We are seeking a Head of Fulfillment & Student Success to own and optimize the post-sale client journey within a high-growth B2C coaching and outcomes-driven education business. This leader

will be responsible for fulfillment quality, student retention, refunds, dispute management, and

operational excellence while ensuring students achieve measurable outcomes.

Role Responsibilities:

Own end-to-end fulfillment and student success operations from onboarding through outcomes.
Drive retention, reduce churn, and manage refunds, disputes, and chargeback resolution.
Take accountability for Trustpilot and review management initiatives and improve customer
sentiment metrics.
Lead, manage, and scale freelance/contractor coaches and instructors.
Monitor program performance and implement systems to improve delivery quality and outcomes.
Handle escalations directly and make difficult people decisions including performance
improvement plans (PIPs) and termination decisions.
Partner with leadership while maintaining ownership of post-sale business metrics

Requirements:

5–10 years of experience in B2C coaching, bootcamps, or high-ticket online education businesses.
Background should align with outcomes-driven companies similar to Pathrise, Interview Kickstart, HyperionDev, BloomTech, Springboard, On Deck, or similar models.
Proven ownership of refund rates, chargeback/dispute handling, retention metrics, and review management.
Ability to discuss measurable impact and metrics improved in prior roles.
Experience leading freelance/contractor coaches or instructors (not only traditional W-2 academic teams).
Strong overlap with US business hours; US or UK timezone strongly preferred.
Comfortable independently handling performance management decisions
Can begin within 2–3 weeks of receiving an offer.
Must have no non-compete / restraint clauses or contractual restrictions for a seamless transition

NOTE: We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.

[CG] Head of Fulfillment & Student Success - 19011