The Role

The VP of Client Experience & Fulfillment leads egelloC's fulfillment organization: the Coaching team (led by the Head of Coaching) and the Client Experience team (led by the Head of Client Experience). Both department heads report to you.

You are accountable for the full post-enrollment experience from onboarding through outcome. You achieve that through infrastructure, coaching your leadership team, and data-driven decision-making.

What you're walking into: a company that has already proven its coaching model works and is scaling fast, an experienced Head of Coaching and Head of Client Experience ready for stronger systems and clearer accountability structures, and a leadership team that is actively investing in the infrastructure (job descriptions, KPIs, SOPs) to support the next stage of growth. Fulfillment is the one part of the company leadership expects to keep evolving as we scale, so what's needed isn't someone to lock a structure into place. It's someone who can build a strong foundation while staying genuinely comfortable redesigning it as the model changes.

You're equally comfortable whiteboarding a KPI framework with the President and sitting with a director to work through a tough client escalation.

What You'll Do
Build the Foundation

Design and put in place the systems, processes, and standards that allow the fulfillment organization to deliver consistent quality regardless of who is on the team on any given day. Documented workflows. Clear quality standards. A structure where accountability lives in the system, not in constant supervision.

Lead Through Your Department Heads

Develop the Head of Coaching and Head of Client Experience through regular 1:1s, shared goal-setting, and structured review. You coach them the way you expect them to coach their teams: specific, behavioral, and grounded in data.

Own Delivery Visibility

Build the KPI framework and reporting cadence that gives leadership real-time visibility into delivery quality and client health, from enrollment through outcome. You submit a regular report to the President and you stand behind it.

Align Sales and Fulfillment

Work closely with the VP of Growth and Sales leadership to make sure the handoff from enrollment to delivery is seamless. Build feedback loops so client outcomes inform go-to-market decisions.

Drive Fulfillment Strategy

Bring a clear-eyed view of delivery capacity, quality performance, and team readiness to the company's growth strategy. As egelloC scales toward and past $30M, you identify when the team needs to grow, which functions need to be restructured, and how the delivery model needs to evolve without sacrificing quality.

What Success Looks Like

First 30 Days: Listen, Learn, Map

You meet individually with your two directors and key members of both teams. You shadow coaching sessions and client touchpoints. You map the client journey from enrollment through outcome and identify where quality is inconsistent or handoffs break down. You present a prioritized 60-day plan to the President.

First 60 Days: Build the Infrastructure

Every coach and client experience team member has documented role expectations and performance standards. A structured onboarding and quality-assurance process exists for new hires. The KPI framework is running on a regular cadence, and the President is receiving reporting reliable enough to make decisions from.

First 90 Days: Delivery Impact

The organization performs with the predictability of a team that knows its job. Client satisfaction and retention metrics are trending toward benchmark. Your directors and their teams understand exactly what they're accountable for. You are no longer in reactive mode. The organization runs on the system.

Who You Are

You are a builder. You've walked into organizations with potential and real gaps before, and you know how to close the gap without breaking what works.

You lead leaders. You've managed managers or directors before, not just individual contributors, and you know how to develop people who themselves develop people.

You believe in genuine outcomes. egelloC families are making real decisions about their children's futures. You care about whether the coaching actually delivers, not just whether the metrics look good on a dashboard.

You are systems-oriented. You document what you build. Your processes don't live in your head. They live in the organization's operating manual, and they work when you're on vacation.

You handle ambiguity well, and actually like it. Things won't be perfectly defined when you arrive, and the fulfillment model itself will keep changing as egelloC scales. You're comfortable making decisions before all the information is in, energized rather than drained by that, and skilled at creating structure in environments that don't have it yet.

Qualifications

8+ years of relevant leadership experience, with at least 4+ years managing managers/directors in an operations, client success, or service-delivery function.
Direct experience helping scale companies or divisions to $30M+ in revenue. You know what that inflection point actually requires.
Track record of building or rebuilding delivery infrastructure from scratch: client onboarding programs, quality standards, reporting systems, documented SOPs.
Experience in education, coaching, consulting, or a comparable high-touch professional services environment strongly preferred.
Strong analytical capability. You can spot delivery bottlenecks and quality gaps from data and translate them into action.
You've led remote teams before, including leaders of teams, and know how to build trust and accountability across a distributed org.
Comfortable in a tech-forward environment. AI fluency is required. You use AI tools day-to-day and are comfortable building or coaching others on AI-assisted workflows.

What This Role Is Not

egelloC is building a lasting organization on the foundation of genuine outcomes for families.

If your instinct in a service business is to optimize for efficiency at the expense of quality, this won't be a good fit. This role isn't about running a call center. It's about building the infrastructure behind a coaching relationship that genuinely changes outcomes for students.

The right person sees delivery as a craft that takes rigor, structure, and real care for the people on the other side of it.

Compensation

Competitive base salary based on experience, plus a performance-based component tied to delivery quality and client outcome metrics. As the company scales from $10M to $30M+, there is meaningful upside for the person who builds the organization that gets us there. Full package details shared during the interview process.

egelloC is a remote-first company. The role requires availability during US family hours, which may include some evenings and weekends.

egelloC

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VP of Client Experience & Fulfullment