Role Summary:

The Parent Relationship Head owns the parent relationship function end to end - the playbook every campus runs on, the two zonal Senior Managers, and the escalation of last resort for anything neither a Manager nor a Senior Manager can close. Because this function sits directly on parent trust, it calls for someone still early enough in their leadership career to be hands-on and hungry to build - not someone managing an already-mature machine. You are setting the standard once, so a parent gets the same quality of engagement whichever zone or campus their ward is on, and owning the function's standing - one trust/NPS number, company-wide - for leadership to see.

Key Responsibilities:

- Function ownership - set the playbook - hiring bar, SLAs, the 1:300 ratio policy, tracker and reporting standards - applied consistently across both zones

- People leadership - hire, review, and hold accountable the two zonal Senior Managers, and keep people practices consistent across both zones

- Escalation of last resort - pick up what neither a Manager nor a Senior Manager could close - especially anything that touches a parent's trust in NIAT or NIAT's reputation

- Executive reporting - consolidate both zones into a single parent trust/NPS and function-health view for leadership, rather than leaving it as two separate zonal stories

- Education strategy - own the company-wide parent education and communication calendar - newsletters, program updates, new-economy career awareness

- Cross-functional alignment - represent the function with Program Ops, University Partnerships, the Student Relationship function, and Infrastructure & Facilities Excellence

What Success Looks Like - Key Result Areas:

- KRA Metric: Company-wide parent trust / NPS - NPS rolled up across both zones

- Escalation-of-last-resort TAT - Time to close issues escalated past a Senior Manager

- Ratio policy adherence - Company-wide adherence to the 1:300 mapping ratio

- Senior Manager performance - Both zones meeting their Senior Manager KRAs

- Education program reach - % of parents reached by the quarterly education calendar

- Playbook adoption - Standards (SLAs, tracker, ratio policy) applied consistently across both zones

Note: Targets and review cadence for each KRA are being finalised by the function.

Who We're Looking For:

- 10 - 14 years overall experience, including several years managing managers or running a multi-location, relationship- or trust-facing function

- Has personally built or meaningfully reshaped a relationship/customer-experience playbook - not only inherited and maintained one

- Comfortable being the final escalation point on sensitive, emotionally-charged, or reputation-sensitive issues

- Can represent the function clearly in a review with leadership and own a company-wide number

- Still operates hands-on - will personally review a hard case, not only a dashboard

- Experience managing managers - has led team leads or regional managers, not only frontline staff

Good to Have:

- Experience specifically in higher education, ed-tech, or family/parent-facing operations

- Exposure to building a trust- or expectation-management standard across a distributed team

Growth Path:

This is currently the function's senior-most role; a strong incumbent grows the scope of the function itself - more zones, a larger bench, a deeper education program - as NIAT scales.