Head of Student Success

ABOUT US

HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers. We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook) which recognised us as  the most socially impactful startup operating in Africa, where we initially started our work.

We are dedicated to closing the global tech skills gap and we achieve this by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology. This model has been successful, allowing us to reach millions of learners a year from over 60 countries. We have also partnered with government bodies such as the UK's Department for Education who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).

We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history. As a primarily bootstrapped, profitable, and scale up tech business join us as we play our part in making the world a more stable, safer, and fair place.

About the Role:

As the Head of Student Success, you will lead and manage student support and experience functions within our Education Operations Department. You will oversee strategic planning, day-to-day management, and execution of student success initiatives to ensure high-quality support and satisfaction for thousands of students. Your role involves managing talent, setting and monitoring KPIs, developing policies, and driving strategic initiatives to enhance the overall student experience.

RESPONSIBILITIES

Team Leadership and Talent Management:

• Lead and grow a team of Student Support Coaches by ensuring effective support interventions for students.
• Oversee talent acquisition, retention, and development to maintain a high-performing team of A Players.
• Ensure team members are aligned with company goals and equipped to deliver exceptional service.

Student Support Services:

• Oversee the provision of comprehensive support services, including academic advising, career guidance, disability services, and wellness programs.
• Develop and implement strategies to enhance the overall student experience, covering academic, social, and personal development.
• Conduct cohort check-ins with mentoring staff and student success teams to enable early intervention with at-risk students.
• Set, monitor, and improve KPIs related to student retention, NPS, and outcomes.
• Develop policies, processes, and procedures to streamline and scale the impact of the Student Success vertical.
• Ensure support for students with SEND needs and those lagging in progress.

Student Engagement:

• Develop initiatives and programs to promote student engagement and involvement.
• Structure an effective Student Success function with defined roles and responsibilities.
• Oversee ticket management via Zendesk and interface between Admissions, Collections, and Success.
• Track key metrics such as student progression rates, NPS, and refund rates to inform strategies.
• Report on student progression and collaborate with cross-functional teams to optimize engagement and satisfaction.
• Review and improve progression monitoring and intervention processes to keep students on track.

Student Orientation, Onboarding, and Experience:

• Oversee the development and implementation of student orientation programs for smooth transitions and resource familiarization.
• Analyze complaints and incidents to implement corrections and improve content and support.
• Develop effective communication strategies to disseminate important information to students via email, social media, websites, etc.
• Establish mechanisms for gathering student feedback and use data-driven approaches to assess and improve student services and programs.

Strategic Initiatives and Leadership:

• Drive learner acquisition strategies for UK Department for Education (DfE) Skills Bootcamps and manage project rollouts.
• Provide leadership and guidance to the Student and Customer Experience vertical within the Education Operations division.
• Manage the Complaints Management department to leverage feedback for continuous improvement.
• Align team efforts with HyperionDev’s strategic objectives and ensure high student satisfaction.

REQUIREMENTSMinimum

• At least 2 years of experience managing a customer support team.
• 3+ years of experience in managing the delivery/operations of online or in-person teaching/education programs.
• High technical proficiency with platforms like Zendesk and Canvas.
• Interest in recent pedagogical advances in computing and online education
• Interest and experience in the coding education and ed-tech space
• Fast learner with meticulous attention to detail
• Experience managing large budgets, people management, and defining company culture and processes at scale
• Strong ambition and a track record of exceeding targets 
• A problem-solving and positive attitude
• Excellent written and oral communication skills
• Scale-up mentality and the desire to see the company succeed 
• An interest in the future of developer education, assessments, tooling and online learning
• Strong ambition, problem-solving skills, and a positive attitude.
• Excellent leadership, project management, and communication skills.
• Start-up mentality and a passion for the future of developer education.

Preferred 

• 5+ years in managing education delivery and project management.
• Experience in supporting students with SEND needs.
• Understanding of coding and computer science.
• Bachelor's degree in a relevant field of study.

 BENEFITS

Flexible & Remote Working: Options for remote work and flexible schedules.
Annual Leave & Medical Benefits: Up to 19 days of annual leave and health insurance/medical aid.
Learning Opportunities: Enroll part-time in our Coding Bootcamps.
Global Impact: Work with leaders in edtech and developer education in Africa, Europe, and the US.
Life-Changing Work: Make education and tech careers accessible to those who need it most.

Our Values

We are a people-forward company focused on potential and growth, constantly striving for improvement to deliver on our vision. We challenge our team to do their best work and support a culture of learning and development.