Head of Student Services
About Vertical Institute
Vertical Institute is a leading Singapore-based AI training provider focused on equipping working professionals with in-demand, career-advancing skills. We specialise in artificial intelligence and other emerging, high-impact technologies, with a strong emphasis on real-world application over theory.
We are a Registered Training Provider (RTP) with SkillsFuture Singapore, and have trained tens of thousands of professionals across both individual and corporate programmes, including partnerships with government agencies and enterprises.
Our mission is to help individuals and organisations stay relevant and competitive in an AI-driven economy. We design and deliver practical, hands-on courses that equip professionals with immediately applicable skills that drive real outcomes at work.
We are a fast-growing organisation that values ownership, speed, and continuous improvement. If you thrive in building systems, improving customer experience, and leading high-performing teams in a fast-paced environment, you will find strong alignment here.
Role Overview
The Head of Student Services is responsible for overseeing the end-to-end student experience across all programmes and touchpoints.
You will lead the Student Services function to ensure smooth operations, high student satisfaction, strong completion rates, and excellent service standards. This role requires a strong operational mindset, people leadership capabilities, and the ability to build scalable support processes in a fast-growing education environment.
This is a hands-on leadership role focused on execution, problem-solving, and continuous improvement.
Key Responsibilities- Student Experience & Support
- Oversee the full student journey from onboarding to course completion
- Ensure timely and professional support across all student touchpoints
- Drive high student satisfaction, engagement, and retention
- Resolve escalated student concerns and complaints effectively
- Team Leadership & Management
- Lead and develop the Student Services team
- Set clear KPIs, service standards, and accountability measures
- Build a proactive, customer-centric, and high-performance culture
- Identify hiring and training needs as the team scales
- Operational Excellence
- Improve and standardise student support processes and SOPs
- Ensure smooth coordination between Student Services, Sales, Marketing, and Academic teams
- Identify operational bottlenecks and implement solutions quickly
- Drive process improvements and automation initiatives where applicable
- Performance Monitoring & Reporting
- Track key metrics such as response times, satisfaction scores, completion rates, attendance, and refunds
- Prepare regular operational and performance reports for management
- Use data and feedback to continuously improve student experience
- Systems & Process Management
- Maintain accurate student records and operational data across internal systems and CRM platforms
- Ensure operational consistency and service quality across programmes
- Support implementation of new tools and systems to improve efficiency
- Compliance & Quality Assurance
- Ensure compliance with SkillsFuture Singapore (SSG) and other regulatory requirements where applicable
- Maintain proper documentation and operational controls
- Support audits and quality assurance processes
- 5–10 years of experience in Student Services, Customer Success, Operations, or related functions
- Proven experience managing teams and service operations
- Strong problem-solving and stakeholder management skills
- Excellent communication and interpersonal abilities
- Ability to thrive in a fast-paced, high-growth environment
- Strong execution skills and attention to detail
- Experience in education, training, EdTech, or service-oriented industries is preferred
- High ownership with real impact on student experience
- Opportunity to shape and scale the Student Services function
- Work in a fast-growing AI education company
- Collaborative and high-performance culture
How to Apply
Send your resume and a short note covering:
- A customer or student experience function you have led
- A major operational or service issue you identified and improved
- Your current or last drawn compensation