Position Title: Family Support Lead (Cluster Head)
Reports To: Zonal Head / Senior Management
Direct Reports: Centre Incharges (CIs), Centre Executives
Travel: Regular intra-cluster travel (5-6 centres)
Role Summary
The Family Support Lead is responsible for overseeing a cluster of centres, ensuring high standards of parent engagement, clinical quality, and operational efficiency. They act as the bridge between centre teams and senior management, supporting both clinical and business performance.
Key Responsibilities
- Parent Engagement & Retention
- Act as the parent's escalation point and ensure smooth communication.
- Support Centre Incharges in conversion and retention conversations.
- Clinical & Team Support
- Mentor CIs and therapists on effective parent handling.
- Ensure therapy quality and family experience standards are met.
- Operations Oversight
- Guide Centre Executives in data accuracy, scheduling, and reporting.
- Monitor performance indicators (conversion %, retention, utilization).
- Leadership & Coordination
- Conduct regular centre visits to review performance and meet families.
- Share feedback, challenges, and success stories with Management.
- Travel & On-ground Presence
- Spend time across all assigned centres; step in during escalations.
- Reporting & Accountability
- Submit periodic performance reports on clinical quality, parent satisfaction, and business outcomes.
Candidate Profile
- 10+ years of experience in school counselling/ management (Peferably with a background in Psychology/ special education, or allied fields.)
- Strong parent relationship management and communication skills.
- Ability to manage multiple centres and mentor teams.
- Comfortable with frequent intra-cluster travel.
