Role Summary The Parent Relationship Head owns the parent relationship function end to end — the playbook every campus runs on, the two zonal Senior Managers, and the escalation of last resort for anything neither a Manager nor a Senior Manager can close. Because this function sits directly on parent trust, it calls for someone still early enough in their leadership career to be hands-on and hungry to build — not someone managing an already-mature machine. You are setting the standard once, so a parent gets the same quality of engagement whichever zone or campus their ward is on, and owning the function's standing — one trust/NPS number, company-wide — for leadership to see.

Key Responsibilities

- Function ownership — set the playbook — hiring bar, SLAs, the 1:300 ratio policy, tracker and reporting standards — applied consistently across both zones
- People leadership — hire, review, and hold accountable the two zonal Senior Managers, and keep people practices consistent across both zones
- Escalation of last resort — pick up what neither a Manager nor a Senior Manager could close — especially anything that touches a parent's trust in NIAT or NIAT's reputation
- Executive reporting — consolidate both zones into a single parent trust/NPS and function-health view for leadership, rather than leaving it as two separate zonal stories
- Education strategy — own the company-wide parent education and communication calendar — newsletters, program updates, new-economy career awareness
- Cross-functional alignment — represent the function with Program Ops, University Partnerships, the Student Relationship function, and Infrastructure & Facilities Excellence





What Success Looks Like — Key Result Areas

KRA Metric

Company-wide parent trust / NPS- NPS rolled up across both zones

Escalation-of-last-resort TAT- Time to close issues escalated past a Senior Manager

Ratio policy adherence- Company-wide adherence to the 1:300 mapping ratio

Senior Manager performance- Both zones meeting their Senior Manager KRAs

Education program reach- % of parents reached by the quarterly education calendar

Playbook adoption- Standards (SLAs, tracker, ratio policy) applied consistently across both zones

Note: Targets and review cadence for each KRA are being finalised by the function.

Who We're Looking For

- 10–14 years overall experience, including several years managing managers or running a multi-location, relationship- or trust-facing function
- Has personally built or meaningfully reshaped a relationship/customer-experience playbook — not only inherited and maintained one
- Comfortable being the final escalation point on sensitive, emotionally-charged, or reputation-sensitive issues
- Can represent the function clearly in a review with leadership and own a company-wide number
- Still operates hands-on — will personally review a hard case, not only a dashboard
- Experience managing managers — has led team leads or regional managers, not only frontline staff

Positive to Have

- Experience specifically in higher education, ed-tech, or family/parent-facing operations
- Exposure to building a trust- or expectation-management standard across a distributed team

Growth Path This is currently the function's senior-most role; a strong incumbent grows the scope of the function itself — more zones, a larger bench, a deeper education program — as NIAT scales.

📌 Parent Relationship Head (Hyderabad)
🏢 r3 Consultant
📍 Hyderabad