Head of Customer Experience Engagement & Community

BrainPOP is seeking a Head of Customer Experience & Engagement to design and lead the company’s end-to-end educator experience strategy. This leader will build the systems programs and cross-functional alignment that ensure every educator from first interaction to power user can successfully integrate BrainPOP into their classroom and realize its full value.

This is not a traditional customer success or support role. On Day 1 this leader drives BrainPOP's Activation & Utilization Customer & Implementation Customer Support and Community Engagement teams uniting them as one proactive strategic engine that drives activation rostering adoption meaningful classroom integration and educator advocacy. Customer Support serves as the fastest line of response to educators and as strategic load relief for Customer Success. Working in close partnership with the Head of Implementation Strategy who defines BrainPOP's evidence-based implementation models this role builds the systems programs and cross-functional alignment that bring those models to life for every educator.

You will operate at the intersection of Product Marketing Sales Customer Success Professional Development and Community creating a connected experience that drives adoption engagement retention and advocacy. At its core this role exists to ensure BrainPOP doesn’t just deliver content it delivers confidence impact and momentum for every educator.

From First Click to Classroom Confidence

Design and continuously improve the end-to-end educator journey ensuring teachers instructional coaches and administrators know what to do next and feel confident doing it.

• Define and operationalize role-based educator journeys (Teacher Admin Coach) across the full lifecycle.
• Design and accelerate “first win” moments to drive early classroom success and adoption.
• Identify and eliminate friction across onboarding and key lifecycle touchpoints (product PD and communication).
• Lead the strategy to dramatically expand school rostering and integration adoption eliminating one of the largest technical friction points between purchase and activation.

Turning Content into Instruction

Build scalable systems that help educators translate BrainPOP into real classroom instruction not just logins or clicks.

• Partner with the Head of Implementation Strategy to operationalize and scale BrainPOP's implementation models translating defined best practices into the playbooks in-product guidance and educator-facing programs that bring them to life across diverse classrooms.
• Design and deliver scalable professional learning experiences (live and on-demand) that reinforce implementation fidelity and accelerate classroom confidence.
• Build differentiated engagement for educators at every point in their BrainPOP journey with the right resources at the right time for new teachers growing users and experienced champions.

Peer-Led Growth Engine

Build the most engaged and influential educator community in K-8 EdTech. BrainPOP starts with a rare advantage in deep authentic teacher affinity and this role exists to turn that advantage into a peer-led growth engine that drives adoption advocacy and influence at scale.

• Evolve and grow the Certified BrainPOP Educator (CBE) program as the flagship vehicle for educator community with a clear progression from new educator to active member to ambassador to community leader.
• Design and activate teacher-to-teacher learning ecosystems (events showcases communities of practice) that drive peer-led adoption and classroom integration.
• Capture and amplify authentic educator stories classroom artifacts and best practices in close partnership with Marketing.
• Identify educators well-positioned for research and efficacy studies building a pipeline of classrooms ready to participate in BrainPOP's evidence base.
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What’s Actually Working in Classrooms

Establish a system to capture and translate real educator usage feedback and engagement into strategic insight.

• Build and scale Voice of Educator (VoE) systems across qualitative and quantitative insights with structured feedback loops into Product Content and Implementation.
• Identify early signals of engagement risk and retention across the lifecycle.
• Translate educator usage and feedback into product content and strategic decisions in partnership with leadership.

One Simple Clear and Connected Experience

Ensure every team touching the customer delivers a consistent coordinated experience.

• Define lifecycle ownership and cross-functional roles across the educator journey.
• Align Marketing Product C&I and Community around shared experience metrics and outcomes.
• Establish governance frameworks to eliminate fragmentation and ensure a consistent connected experience.
• Partner closely with Customer Success leadership to align activation engagement and retention playbooks with Customer Support absorbing transactional load so CSMs can focus on high-value district and renewal work.
• Partner closely with the Head of Implementation Strategy and the Product organization on implementation models product roadmap and educator experience

Building the Team Behind the Experience Engine

Build and lead a high-performing team responsible for delivering a cohesive scalable educator experience across the full lifecycle.

• Lead BrainPOP's Activation & Utilization Customer & Implementation Customer Support and Community Engagement teams evolving the structure and operating model so they deliver as one integrated experience function.
• Hire develop and lead a high-performing multidisciplinary team.
• Set clear goals and performance metrics while fostering a culture of ownership collaboration and leadership development.
• Lead an AI-native function. Embed AI throughout how the team operates from scaling personalized educator experiences to analyzing Voice of Educator data at depth to automating routine work so the team's energy goes to the highest-leverage strategic activities.

• A systems thinker. You see how journeys content community and communication connect before deciding what to build.
• Convinced it’s never just a product problem. You instinctively look for the experience gaps that shape adoption and engagement.
• Deeply empathetic to educators. You understand the realities of classrooms and design with their time constraints and impact in mind.
• A translator of complexity into clarity. Whether it’s a lifecycle a message or a strategy you make it simple actionable and usable.
• Both a builder and a scaler. You can go from 0→1 but you also know how to create systems that operate without constant oversight.
• A leader through influence as much as authority. You align teams build trust and move work forward across functions.
• Data-informed but not data-limited. You use insights to guide decisions and you also trust patterns intuition and experience.
• A believer that community is more than a channel. You see it as a strategic layer that drives learning trust and growth.
• Always designing for momentum. You’re thinking about what helps a customer take the next step not just the current one.
• Energized by building something new. Ambiguity doesn’t slow you down it sharpens your thinking.
• Intentional about people development. You create environments where teams grow lead and take ownership.
• AI-native in how you lead. You see AI as a force multiplier for understanding educators personalizing experiences at scale and freeing your team to focus on the work that matters most.

Success in this role will be defined by the educator experience we create and the business outcomes it drives including:

• Percentage  of schools activated by the end of the 2026–27 academic year (August 1 2026 to July 31 2027).
• Significant year-over-year growth in schools with active rostering and integration removing the largest technical friction between purchase and classroom use.
• A modernized growing Certified BrainPOP Educator (CBE) program with significant growth in active educator participation as the leading indicator of community health.
• The most engaged and influential educator community in K-8 EdTech measured by ambassador participation peer-led events educator-generated content and community-sourced advocacy.
• Faster time-to-first-win for new educators and stronger early adoption signals.
• Increased meaningful classroom usage depth and frequency of use not just logins or access.
• A more connected experience across every educator touchpoint with reduced surprise non-renewals and stronger renewal readiness.

• Significant K-12 EdTech industry experience is required
• 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.
• Strong understanding of educator workflows classroom dynamics or EdTech environments (preferred).
• 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.

The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.

We can employ individuals residing in the following approved hiring states. States not listed below may be considered based on factors including the needs of the specific role.

• Arizona
• California
• Connecticut
• Florida
• Georgia
• Illinois
• Massachusetts
• Minnesota
• Missouri
• New Jersey
• New York
• North Carolina
• Ohio
• Oregon
• Pennsylvania
• South Carolina
• Tennessee
• Texas
• Washington

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What We Do

BrainPOP a learning company empowers kids to shape the world around them and within them. Educators and families across the globe rely on BrainPOP to be the best part of a learner's day—sparking curiosity building confidence and bringing joy into the classroom and at home. For more than 25 years BrainPOP has supported millions of students and in 2022 it became the first digital learning investment of KIRKBI the family-owned holding and investment company behind the LEGO brand.

Why Work With Us

BrainPOP is a pioneering Edtech brand whose iconic products have been beloved and trusted by millions of kids educators and parents for more than two decades. Our mission-driven team is committed to empowering kids to succeed and thrive in the classroom and beyond.

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