Parent Relationship Management · Function-wide · Mid-Senior

Parent Relationship Head

Function owner, both zones · Reports into org leadership [TBD]

Function

Parent Relationship Management — end owner

Reports into

[TBD — org leadership]

Zones overseen

North & West and South & East

Direct reports

2 Senior Managers (one per zone); owns the function's entire Parent Relationship Manager bench

Experience

10–14 years overall, incl. 4–5+ years managing managers in a relationship- or trust-facing function — an earlier-career-stage leadership hire, not a late-career capstone role

Education

Graduate; MBA preferred, not mandatory

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

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].

Job Requirements: Function ownership, Playbook development, Hiring bar setting, SLA management, Ratio policy enforcement, Tracker and reporting standards, People leadership, Hiring, Performance review, Accountability, Escalation management, Customer relationship management, Trust management, Executive reporting, Data consolidation, NPS management, Education strategy, Communication calendar management, Newsletter creation, Program updates, Career awareness, Cross-functional alignment, Stakeholder management, Sensitive issue resolution, Emotional intelligence, Reputation management, Leadership communication, Hands-on management, Multi-location team management, Relationship management, Customer experience management

Parent Relationship Head

Start with your email