Chief Customer Experience Officer

Location: New York

Title:

Chief Customer Experience Officer (CCXO)

Location:

Remote

About The Princeton Review

The Princeton Review is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school–bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House.

The company’s  brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered more than 22 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY. Follow the company on Linked In, You Tube, and Instagram.

About the Position

The Chief Customer Experience Officer (CCXO) is a critical executive leader responsible for ensuring the seamless delivery of The Princeton Review’s learning products and services to every student—our ultimate customer. Overseeing all facets of the delivery of the learning experience, the CCEO ensures operational excellence across tutoring, classroom delivery, training, and support.

This role will drive outcomes in three key areas: student learning, customer satisfaction, and business performance. The CCXO will optimize delivery operations, strengthen instructor and tutor performance, and lead initiatives that enhance quality, efficiency, and the student experience. This is an opportunity to shape how The Princeton Review and  deliver impact at scale and defines the next generation of excellence in education delivery.

What You’ll Do

• Lead the strategic vision for the student learning experience, ensuring course and service delivery aligns with company goals and student outcomes.

• Utilize data-driven insights to enhance quality, efficiency, and satisfaction across all delivery, consumer and institutional channels.

• Manage instructional costs as a function of revenue to ensure sustainable, high-quality growth.

Team Management and Leadership

• Lead, develop, and inspire a distributed team of instructors and tutors, ensuring they are trained, supported, and positioned for success.

• Foster collaboration and alignment across functional teams to deliver consistent excellence in student experience.

• Serve as a trusted thought partner to executive leadership, driving organizational clarity around talent, structure, and performance.

Operations

• Oversee instructor and tutor for learning and development, scheduling, deployment, and quality assurance.

• Maintain accountability for classroom delivery and end-user support, ensuring operational excellence and responsiveness.

• Develop and manage metrics to monitor instructional quality, student satisfaction (e.g., NPS), and learning outcomes.

Quality & Continuous Improvement

• Maintain high standards for learning experience and service quality, identifying and addressing delivery gaps.

• Leverage predictive metrics and performance data to drive continuous improvement.

• Collaborate across departments to integrate student feedback and strengthen the overall customer journey.

Who You Are

• You have 15+ years of relevant professional experience, with 7+ years in senior leadership roles.

• You have experience in education, learning, EdTech, or related sectors such as K–12, higher education, or tutoring organizations.

• You have a proven ability to lead large-scale, distributed operational teams and manage complex delivery systems.

• You are skilled in change management and driving cross-functional alignment.

• You possess a deep understanding of instructional quality, learning outcomes, and student success.

• You are a data-driven decision-maker with strong analytical and strategic thinking abilities.

• You are a collaborative, inclusive leader who models integrity and mission alignment.

• You have exceptional communication skills with the ability to influence and inspire at all levels.

• You are committed to improving educational outcomes and enhancing student experiences.

What We Offer

The Princeton Review is an equal employment opportunity employer. The Princeton…