Experience & Insights Leader for AI Education

Ello; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Ello, a San Francisco–based edtech innovator, is hiring to own the end-to-end feedback loop from families. You will consolidate data from support, surveys, parent calls, and playtests, turning it into clear, actionable inputs for sprint planning and product decisions.

You’ll run research operations and support ops, lead a small Nairobi-based team, and collaborate with the Kenya Growth Lead and Rwanda partners to understand families in emerging markets. Strong synthesis and writing are essential.

Qualifications

• Built and run an operational process that kept working after you stepped away.
• Spent time with actual customers, ideally parents or families, in multiple channels.
• Turned messy qualitative and quantitative input into a decision that influenced product.
• Managed people across cultures and time zones with clear feedback.
• Applied AI hands-on in work and demonstrated tangible outcomes.

Responsibilities

• Own how Ello learns from families: survey programs, parent research calls, reviews, playtests, and bi-weekly synthesis to inform product."
• Build a repeatable system with owners, cadences, tooling, and automation, leveraging AI where appropriate.
• Run rituals that keep the company close to users: weekly reviews, listening sessions in multiple locations, real parent moments in all-hands.
• Over time, own customer support in multiple markets and turn it into an insight source for the product.
• Design and run the early-access parent program and incorporate feedback into development.
• Manage the Nairobi-based user research and operations team and collaborate with local partners.

Skills

research ops

support ops

customer interviews

remote team management

AI in practice

writing and synthesis

Tools

Intercom

Survey tools

Product analytics

Job description

Ello, a San Francisco–based edtech innovator, is hiring to own the end-to-end feedback loop from families. You will consolidate data from support, surveys, parent calls, and playtests, turning it into clear, actionable inputs for sprint planning and product decisions.

You’ll run research operations and support ops, lead a small Nairobi-based team, and collaborate with the Kenya Growth Lead and Rwanda partners to understand families in emerging markets. Strong synthesis and writing are essential.