Head of Student Services
Job Summary
The Head of Student Services oversees the end-to-end student journey to ensure high satisfaction, completion rates, and operational excellence. This leadership role involves managing the student services team, building scalable support processes, and driving continuous improvement in a fast-paced EdTech environment. You will be responsible for balancing operational efficiency with a student-centric approach to support institutional growth.
Responsibilities
- Manage end-to-end student experience
- Lead and mentor Student Services team
- Standardize support processes and SOPs
- Monitor performance metrics and reporting
- Ensure regulatory compliance and quality assurance
Required Skills
- 5-10 years in Student Services/Operations
- Team leadership and management
- Stakeholder management
- Problem-solving and operational execution
- EdTech industry experience
Job Details
Role Overview:
The Head of Student Services is responsible for overseeing the end-to-end student experience across all programmes and touchpoints. You will lead the Student Services function to ensure smooth operations, high student satisfaction, strong completion rates, and excellent service standards. This role requires a strong operational mindset, people leadership capabilities, and the ability to build scalable support processes in a fast-growing education environment.
Key Responsibilities:
1. Student Experience & Support
- Oversee the full student journey from onboarding to course completion.
- Ensure timely and professional support across all student touchpoints.
- Drive high student satisfaction, engagement, and retention.
- Resolve escalated student concerns and complaints effectively.
2. Team Leadership & Management
- Lead and develop the Student Services team.
- Set clear KPIs, service standards, and accountability measures.
- Build a proactive, customer-centric, and high-performance culture.
- Identify hiring and training needs as the team scales.
3. Operational Excellence
- Improve and standardise student support processes and SOPs.
- Ensure smooth coordination between Student Services, Sales, Marketing, and Academic teams.
- Identify operational bottlenecks and implement solutions quickly.
- Drive process improvements and automation initiatives where applicable.
4. Performance Monitoring & Reporting
- Track key metrics such as response times, satisfaction scores, completion rates, attendance, and refunds.
- Prepare regular operational and performance reports for management.
- Use data and feedback to continuously improve student experience.
5. Systems & Process Management
- Maintain accurate student records and operational data across internal systems and CRM platforms.
- Ensure operational consistency and service quality across programmes.
- Support implementation of new tools and systems to improve efficiency.
6. Compliance & Quality Assurance
- Ensure compliance with SkillsFuture Singapore (SSG) and other regulatory requirements where applicable.
- Maintain proper documentation and operational controls.
- Support audits and quality assurance processes.
Requirements:
- 5–10 years of experience in Student Services, Customer Success, Operations, or related functions.
- Proven experience managing teams and service operations.
- Strong problem-solving and stakeholder management skills.
- Excellent communication and interpersonal abilities.
- Ability to thrive in a fast-paced, high-growth environment.
- Strong execution skills and attention to detail.
- Experience in education, training, EdTech, or service-oriented industries is preferred.