Hiring: Head of Customer Experience & Insights Company: Ello Location: San Francisco, CA Job Posted Time: 2026-09-12 10:43:25 Employment Type: Remote Target Skills & Keywords : AI, REST About the job Required Skills: •This is not a support lead role, and it's not a research role that ends with a report. Support is one of the richest inputs we have, and you'll own it. Research is a big part of the week, and you'll run it. But the job is the machine in between: making sure what families tell us actually lands in sprint planning, on a rhythm, without heroics. •Own how Ello learns from families: the survey program in the US and Kenya, parent research calls, session reviews, in-office and remote playtests with kids, and the bi-weekly synthesis that goes to product •Build the system that makes all of that repeatable through launch and beyond: clear owners, cadences, tooling, and automation, with AI doing as much of the heavy lifting as it responsibly can •Run the rituals that keep the whole company close to users: the weekly session review pool, listening parties in San Francisco and Nairobi, and real parent and kid moments in every all-hands •Own customer support in both markets over time, and make it a source of insight rather than a queue to clear •Design and run our early-access parent program: the families who get new features first, tell us what they think, and hear back when we act on it •Manage our user research and operations team in Nairobi, and work with our Kenya Growth Lead and Rwanda partners to understand families in each market on their own terms •Partner with our safety team so that support is a reliable first line on safety-adjacent issues, and so the product insight our safety reviewers see every day reaches the people building the product Qualifications: •You've built and run an operational process that kept working after you stepped away: research ops, support ops, a customer program with a real cadence. You can tell us what it did and what broke. •You've spent a lot of time with actual customers, ideally parents or families, and it shows in how you talk about them. Interviews, support, research, community. Not just the reports. •You've turned messy qualitative and quantitative input into a decision someone else made. You can point to a time your synthesis changed what a team built. •You've managed people, including remotely and across cultures. You give clear feedback and can break a vague question into work someone can run on their own from another time zone. •You use AI seriously in your own work, hands-on rather than overseeing others, and can show us something you've built with it and what it got wrong. •You write well. Most of this job is writing things other people will act on. •You're comfortable in a room with a five-year-old and their parent, and you don't get thrown when the kid ignores the script. •Background in child development, education, or edtech, or consumer products where the person paying isn't the person using it •You've stood up a community, ambassador, or early-access program •Exposure to trust and safety or child safety operations Compensation: •$160,000 - $210,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!