Family Success Manager
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Job Description
Family Success Manager serving as a bridge between families and internal advising team. Facilitating communication and assistance throughout the child’s study abroad journey.
Responsibilities:
- Proactively establish long-term, positive communication relationships with parents and promptly report students' progress in academics, college applications, and related areas
- Understand each family's concerns, communication preferences, and expectations; provide appropriate guidance and emotional support
- Respond and coordinate immediately when issues arise so parents feel understood and supported
- Based on changes in a student's learning path or new goals, assist in matching relevant support products such as courses, mentoring services, or external resources
- Collect feedback and help optimize service processes to improve customer satisfaction and referral rates
- Collaborate with college advisors, former admissions officer consultants, and program managers/teachers to ensure services meet family needs
- When the coaching team develops a college counseling pathway, school-selection plan, or application strategy for a student, ensure family needs and considerations are communicated and reflected in the plan
- Track key data such as service completion rates, parent communication records, and student status; proactively identify service risks and intervene to coordinate
- Provide feedback on family needs to academic, curriculum, and operations teams
- Coordinate information flow between internal mentors and external parents to ensure consistent messaging and a unified pace
Requirements:
- Bachelor's degree or above; majors in Education, Psychology, Management, Communications, or related fields preferred
- 2+ years of experience in education services, customer success, project management, or high-end client services
- Excellent verbal and written communication skills; emotionally steady and able to handle high-expectation clients
- Project-minded with clear logical thinking; able to prioritize across multiple tasks and continuously drive progress
- Fluent in English, able to communicate directly with overseas mentors or parents
- International education background or familiarity with U.S. undergraduate / Commonwealth admission systems is a plus
Benefits:
- Paid time off
- Parental leave
- Remote work flexibility
- Professional development
- Fun, collaborative work environment
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