Role Description 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 Qualifications - 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 Requirements - 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 Benefits - 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

• You'll work directly alongside our Revenue Strategist on listing optimisation across Airbnb and our other distribution channels • Listing optimisation — keeping listings performing at their best across platforms • Cross-platform content consistency — manage the full propagation across all OTAs and update Airtable and Notion without prompting • Back office discipline — content distributed across platforms must always match what's stored centrally • Analytics & performance tracking — monitoring conversion rate, click-through rate, and search ranking

Role Description SheSpot is a growing eCommerce business looking for a highly organised, proactive and tech-savvy Operations & Customer Experience Executive to support the day-to-day running of the business. This is a varied, hands-on role that combines customer support, operations, order management and eCommerce administration. You'll work closely with the founders, warehouse partners and customers to ensure a seamless customer experience while helping the business run efficiently behind the scenes. This role is ideal for someone who enjoys solving problems, is naturally organised and is comfortable working across multiple systems. As the Operations & Customer Experience Executive, you will become the operational backbone of the business, ensuring customers receive exceptional service while supporting the day-to-day operational processes that keep orders flowing smoothly. Key Responsibilities - Customer Experience - Manage customer enquiries primarily via email. - Resolve customer issues professionally and efficiently. - Deliver a high standard of customer service that reflects the company's brand values. - Liaise with customers regarding orders, returns and delivery queries. - Ensure every customer interaction results in a positive experience. - Operations - Manage incoming orders and oversee the fulfilment process. - Coordinate closely with the warehouse to ensure orders are dispatched accurately and on time. - Monitor stock availability and communicate inventory issues proactively. - Assist with operational administration and process improvements. - Support general business operations as required. - Shopify & Systems Support - Perform day-to-day administration within Shopify. - Update products, inventory and order information. - Troubleshoot basic Shopify issues. - Assist with maintaining accurate product and customer information. - Support the founders with ad hoc administrative and operational tasks. Qualifications - Highly organised with exceptional attention to detail. - Passionate about delivering outstanding customer service. - Comfortable working independently with minimal supervision. - Proactive and able to identify problems before they arise. - Tech-savvy and quick to learn new systems. - Adaptable and happy working in a startup environment where priorities can change. - Calm under pressure with excellent problem-solving skills. - A strong written communicator with excellent English. Requirements - Previous experience in Customer Service, Operations or eCommerce Administration. - Experience managing customer communication via email. - Experience coordinating orders and inventory. - Strong administrative skills. - Excellent organisational and time management skills. - High level of computer literacy. - Ability to multitask and manage competing priorities. Desirable Experience - Shopify experience. - Experience working with warehouse or logistics partners. - Experience within an eCommerce or retail business. - Startup experience. - Process improvement experience. Working Hours - Part-time. - Approximately 3–4 hours per day. - Morning availability is essential to meet warehouse dispatch cut-off times. - Some flexibility may be required depending on business needs. Contract - Initial 4–6 month contract. - Strong possibility of extension based on business growth and performance. Ideal Candidate Profile We're looking for someone who enjoys being the person that keeps everything running smoothly. You'll be equally comfortable responding to customer emails, updating Shopify, coordinating with the warehouse and supporting operational tasks. You'll thrive if you enjoy working in a growing business where your contributions have a direct impact and where no two days look exactly the same. Success in This Role - Outstanding customer satisfaction. - Accurate and timely order processing. - Efficient communication with warehouse partners. - Smooth operational execution. - Strong organisation and attention to detail. - Ability to work independently while proactively solving problems.

• Set Vision and Roadmap for KF and Network Processes • Build and maintain a multi-year roadmap for KF and Network operational process development and improvement (e.g., project management, knowledge management etc). • Serve as the org-wide “business owner” for core operational processes, ensuring clarity of ownership, accountability, and sustainability. • Drive Process Design, Integration, and Continuous Improvement: Design, oversee, and continuously improve cross-functional KF-facing and Network processes to increase efficiency, effectiveness, and scalability. • Conduct regular reviews of process performance and lead improvements based on data, feedback, and organizational needs. • Ensure strong integration across interconnected processes. • Partner with senior leaders and functional teams to build shared understanding, clear roles, and strong adoption of KF and Network processes. • Lead the change management strategy for new and evolving processes.