BrainPOP
digital learning
HeadofCustomerExperience,Engagement&Community
“Head of Customer Experience, Engagement & Community at BrainPOP. Skills: Customer Experience Design, Community Building, Team Leadership, Strategic Planning. Design and improve educator journey. Define and operationalize educator journeys”
What You'll Achieve.
Percentage of schools activated by end of 2026-27 academic year; Year-over-year growth in schools with active rostering and integration; Modernized, growing Certified BrainPOP Educator program; Most engaged and influential educator community in K-8 EdTech; Faster time-to-first-win for new educators; Increased meaningful classroom usage; More connected experience across every educator touchpoint; Reduced surprise non-renewals; Stronger renewal readiness
Industry & Context.
What They're Looking For.
Must Have
Significant K-12 EdTech industry experience, 10–15+ years of experience across customer experience, customer marketing, community, or customer lifecycle strategy and operations, Proven success designing strategy & systems that drive adoption, engagement, and retention at scale, Experience working cross-functionally across Product, Marketing, and Customer teams to design end-to-end customer journeys, Demonstrated ability to translate customer insight into strategic action, Senior leadership presence with the ability to influence across all levels of the organization, Direct experience evolving a customer-facing organization (success, support, activation, or community) into a more proactive, strategic function, Proven track record of building and growing Educator community at scale to drive measurable impact on customer retention, Hands-on experience activating teacher-powered ecosystems - including ambassador programs, peer to peer learning communities and educator story amplification
Nice to Have
understanding of educator workflows, classroom dynamics, or EdTech environments
What You'll Do.
Design and improve educator journey
Define and operationalize educator journeys
Design and accelerate first win moments
Identify and eliminate friction points
Lead strategy to expand school rostering
Build scalable systems for educators
Partner to operationalize implementation models
Design and deliver professional learning experiences
Build differentiated educator engagement
Build engaged and influential educator community
Evolve and grow Certified BrainPOP Educator program
Design and activate teacher-to-teacher learning
Capture and amplify educator stories
Identify educators for research studies
Establish system for educator insights
Build and scale Voice of Educator systems
Identify early signals of engagement
Translate educator usage into decisions
Ensure consistent customer experience
Define lifecycle ownership
Align teams around experience metrics
Establish governance frameworks
Partner with Customer Success leadership
Partner with Head of Implementation Strategy
Build and lead high-performing team
Lead Activation & Utilization teams
Lead Customer & Implementation teams
Lead Customer Support teams
Lead Community Engagement teams
Evolve structure and operating model
Set clear goals and metrics
Foster culture of ownership
Lead an AI-native function
Embed AI throughout team operations
How You'll Work.
Team & Collaboration
Work cross-functionally across Product, Marketing, and Customer teams; Operate at the intersection of Product, Marketing, Sales, Customer Success, Professional Development, and Community; Partner with the Head of Implementation Strategy; Align Marketing, Product, C&I, and Community around shared experience metrics; Partner closely with Customer Success leadership; Partner closely with the Head of Implementation Strategy and the Product organization; Align teams, build trust, and move work forward across functions
Applying for this Head of Customer Experience, Engagement & Community role?
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