VP of Client Experience & Fulfillment

Location

United States

Posted

2 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

VP of Client Experience & Fulfillment

egelloC Corporation

Role Description If you see “that's never been done before” as a challenge instead of an obstacle, keep reading. This isn't a role for someone who wants to inherit a finished playbook and keep the lights on. It's for someone who wants to and has experience building the thing in the first place, and is energized, not unsettled, by that. You'll help define what this becomes. Fulfillment is the part of egelloC that's still taking shape. The org structure and delivery model you start with will not be the one you're running a year from now, and that's true by design, not by accident, as the company scales past $30M. You won't be handed a finished org chart to maintain. You'll have real input in building it. This role owns everything that happens after a family says yes: coaching delivery and the client experience that follows. You're coming in at the moment when the foundation is strong enough to build on and the company is ready to be designed properly. What you build here will define how egelloC delivers on its promise to families for years to come. This role reports directly to the President. You set the standards. You design the infrastructure. You define what quality delivery looks like at scale, and you own the outcome. Two directors, Coaching and Client Experience, report to you. Leadership will give you the room to build it. egelloC is scaling from $10M toward $30M+, and this role sits right at that inflection point. As the fulfillment organization matures and your scope of impact grows with it, there's real room for your role to evolve alongside it. You're not just running an operation. You're responsible for whether the families who trust egelloC actually get the outcome they came for. When fulfillment works well, more students get into the schools that change their lives. egelloC is actively integrating AI across how the company operates: in coaching workflows, client communication, and delivery infrastructure. You'll have access to modern tools, a technically ambitious team, and leadership that believes the organizations that win in the next five years will be the ones that move fastest on intelligent automation. We are people first, but AI powered. What You'll Do - Build the Foundation - Design and put in place the systems, processes, and standards that allow the fulfillment organization to deliver consistent quality regardless of who is on the team on any given day. - Documented workflows. - Clear quality standards. - A structure where accountability lives in the system, not in constant supervision. - Lead Through Your Department Heads - Develop the Head of Coaching and Head of Client Experience through regular 1:1s, shared goal-setting, and structured review. - You coach them the way you expect them to coach their teams: specific, behavioral, and grounded in data. - Own Delivery Visibility - Build the KPI framework and reporting cadence that gives leadership real-time visibility into delivery quality and client health, from enrollment through outcome. - You submit a regular report to the President and you stand behind it. - Align Sales and Fulfillment - Work closely with the VP of Growth and Sales leadership to make sure the handoff from enrollment to delivery is seamless. - Build feedback loops so client outcomes inform go-to-market decisions. - Drive Fulfillment Strategy - Bring a clear-eyed view of delivery capacity, quality performance, and team readiness to the company's growth strategy. - Identify when the team needs to grow, which functions need to be restructured, and how the delivery model needs to evolve without sacrificing quality. What Success Looks Like - First 30 Days: Listen, Learn, Map - Meet individually with your two directors and key members of both teams. - Shadow coaching sessions and client touchpoints. - Map the client journey from enrollment through outcome and identify where quality is inconsistent or handoffs break down. - Present a prioritized 60-day plan to the President. - First 60 Days: Build the Infrastructure - Every coach and client experience team member has documented role expectations and performance standards. - A structured onboarding and quality-assurance process exists for new hires. - The KPI framework is running on a regular cadence, and the President is receiving reporting reliable enough to make decisions from. - First 90 Days: Delivery Impact - The organization performs with the predictability of a team that knows its job. - Client satisfaction and retention metrics are trending toward benchmark. - Your directors and their teams understand exactly what they're accountable for. - You are no longer in reactive mode. The organization runs on the system. Qualifications - 8+ years of relevant leadership experience, with at least 4+ years managing managers/directors in an operations, client success, or service-delivery function. - Direct experience helping scale companies or divisions to $30M+ in revenue. - Track record of building or rebuilding delivery infrastructure from scratch: client onboarding programs, quality standards, reporting systems, documented SOPs. - Experience in education, coaching, consulting, or a comparable high-touch professional services environment strongly preferred. - Strong analytical capability. You can spot delivery bottlenecks and quality gaps from data and translate them into action. - You've led remote teams before, including leaders of teams, and know how to build trust and accountability across a distributed org. - Comfortable in a tech-forward environment. AI fluency is required. What This Role Is Not If your instinct in a service business is to optimize for efficiency at the expense of quality, this won't be a good fit. This role isn't about running a call center. It's about building the infrastructure behind a coaching relationship that genuinely changes outcomes for students. Compensation Competitive base salary based on experience, plus a performance-based component tied to delivery quality and client outcome metrics. As the company scales from $10M to $30M+, there is meaningful upside for the person who builds the organization that gets us there. Full package details shared during the interview process. egelloC is a remote-first company. The role requires availability during US family hours, which may include some evenings and weekends.

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