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Role Description

The Director of Client and Academic Services serves as the operational and cultural heartbeat of the Applerouth and Summit Client Services Teams. This is a practitioner-led leadership role designed for a "Senior Practitioner" who thrives on the dual challenge of maintaining a high-priority personal caseload while architecting the long-term success of the two primary tutoring divisions. Reporting directly to the VP of Academic Services, you will translate executive vision into a functional roadmap, ensuring that every Program Director is empowered to deliver a premium, high-impact tutoring experience, and view every family through the lens of the entire Guidewell ecosystem, ensuring long-term support across all educational milestones. Your mission is to foster a culture of high accountability and empathetic excellence, ensuring our "Core Processes" evolve alongside our clients' needs.

Duties/Expectations

• Maintain an active, small, and high-priority personal client caseload to remain grounded in the student/family experience and model "Expert Practitioner" values.
• Collaborate with the VP of Academic Services to create, communicate, and achieve tutoring sales and service goals.
• Drive the Client Services Team to meet and exceed ambitious sales and service goals, holding Program Directors accountable for performance metrics, including conversion rates, upselling (services per client), and Revenue Per Instructional Hour (RPI).
• Lead weekly team meetings to align the division with Guidewell Education’s long-term vision and set measurable, high-impact objectives.
• Coach and mentor Program Directors through a structured cadence of 1-on-1 sessions, focusing on professional growth, sales targets (RPI, conversion, upselling), and Net Promoter Scores (NPS).
• Audit and update all Core Processes and training manuals regularly to ensure operational efficiency and "Institutional Knowledge" retention.
• Empower the team to handle client escalations with empathy, serving as the final point of contact for complex service recovery.
• Recruit, interview, and onboard new talent, overseeing a rigorous training process that ensures every new hire is a cultural and operational fit.
• Champion a culture of accountability where team members feel a deep sense of ownership over the quality, quantity, and timeliness of their contributions.
• Manage the Client Services budget in partnership with the VP, ensuring strategic allocation of resources throughout the fiscal year.
• Institutionalize cross-brand synergy by designing and overseeing protocols for lead-sharing and internal referrals; ensure Program Directors are trained to identify "lifecycle opportunities" (e.g., graduate services) and properly tag accounts within the Guidewell Education ecosystem.
• Travel to regional Guidewell Education offices to provide "on-the-ground" support, ensuring consistency in brand standards and regional operational effectiveness.

About You

• You are a Practitioner-Leader: You believe that the best leaders are those who stay close to the "craft." You find energy in helping a high-priority family navigate their journey while simultaneously thinking about the 12-month division roadmap.
• You Value Psychological Safety & Accountability: You understand that clear processes and high expectations are the foundation of a healthy team. You don't just "check-in"; you "check-in on" your people, prioritizing their development as much as their sales targets.
• You are an Operational Architect: You enjoy the "science" of service delivery. Reviewing a training manual or refining One Canoe (CRM) workflow feels like progress, not a chore.
• You are an Ecosystem Thinker: You don’t just see an isolated tutoring lead; you see a family's multi-year educational journey. You naturally look for ways to connect a client’s current needs with the broader expertise available across the Guidewell Education brands.
• You are a Project Owner: You possess the talent and discipline to take a new idea from initial concept and ideation through the full lifecycle of planning, execution, and successful implementation.
• You are a Strategic "Market Sensor": You can identify trends within your own caseload and translate them into division-wide projects that keep Applerouth and Summit ahead of the curve.

Requirements

• 7+ years of leadership experience in Educational Services, Admissions, or Academic Management, with a proven track record of managing "Player-Coach" models.
• Must be in good standing and have completed a minimum of six months in your current role to be eligible for this internal transition.
• Deep "Institutional Knowledge" of the Test Prep and academic services landscape.
• Experience managing departmental budgets and proficiency with CRM tools and project management platforms (Notion/Google Suite).
• Exceptional public speaking and presentation skills, with the ability to articulate complex "Value Propositions" to both internal teams and high-priority families.
• Ability to travel as needed to regional offices and work a flexible schedule to meet the needs of a remote/hybrid team.

Compensation & Benefits

• Annual salary of $105,000-$115,000, with quarterly incentives totaling up to $10,000 per year.
• Company-sponsored medical, dental, vision, and life insurance.
• Generous holidays and paid-time-off.
• 401-k with company match after one year with the company.
• Employee discount on services.
• We believe that diversity and inclusion enrich education and drive success. We are committed to ensuring that all people who interact with Guidewell Education--parents, students, staff, contractors, partners, vendors--are respected and valued holistically.