Parent Relationship Head

Parent Relationship Management .

Function-wide .

Mid-Senior

Parent Relationship Head

Function owner both zones .

Reports into org leadership TBD

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

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

Where to Source From

Suggested talent pools and industries for the TA team to prioritise when sourcing for this role:

• Growth-stage ed-tech fintech or consumer/D2C companies — Heads of Customer Success/Experience who have personally built the playbook and team not inherited a mature one

• Hospitality — multi-property Guest Experience leaders used to holding a service and trust standard at scale

• Higher education — Dean of Student Affairs or Head of Alumni & Parent Relations at a large multi-campus institution

• BFSI — relationship-banking or wealth-relationship vertical heads with exposure to sensitive trust-based client conversations

• Social sector — senior leaders who have run community trust or stakeholder-engagement functions at scale

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.

Compensation

As per NIAT's compensation bands for this role TBD by TA / Comp.