The Role
The Operation Leader will manage and improve customer service within education centers by overseeing partner relations, operations management, resource management, and class operations. Responsibilities include onboarding teachers, monitoring performance, conducting meetings, managing staffing, and ensuring efficient operational processes.
Summary Generated by Built In
Key Responsibilities:
Education center customer service improvement (100%):
- Partner Relations and Customer Service Improvement (20%):
- Provide seamless operational and administrative experience for both teachers and students within the partner centers so that teachers can focus on teaching and coaching
- Oversee center partner contract signing and teacher onboarding processes, facilitating smooth integration into the central operation framework
- Develop scripts and service flow for customer touchpoints to ensure consistent and high-quality interactions
- Manage individual teacher reports, monitoring performance and providing timely feedback.
- Operations Management (40%):
- Led and managed a team of center administrators, providing guidance, and feedback, and fostering a positive work environment
- Monitor attendance and tuition fee collection status, addressing discrepancies and ensuring accurate records
- Conduct weekly administrative meetings with the Ops Manager & center partners to review operations, address challenges, and strategize growth.
- Allocate resources effectively to optimize operational efficiency and support expansion plans.
- Manage staffing requirements, including recruitment, training, and performance evaluations.
- Resource Management (15%):
- Coordinate administrative shifts for the center admin team and manage timesheet records.
- Oversee security and cleaning staff shifts, ensuring a safe and clean environment for students and staff.
- Collaborate with HR for timesheet and payroll calculations, and manage other HR-related tasks.
- Ensure efficient space management for rental schemes and class schedules.
- Monitor room usage and track rental payment requests.
- Class Operation and Management (15%):
- Create and manage class schedules to ensure optimal utilization of resources.
- Manage attendance tracking and service calls to address student absenteeism and teacher concerns.
- Monitor tuition fee collection status and ensure timely and accurate payment processing.
- Prepare advance payments and manage petty cash for operational needs.
- Oversee rental income collection and manage associated financial transactions.
- Facilitate follow-up on teacher absences and manage communication with students and parents.
Qualifications and Skills:
- Bachelor's degree in Business Administration, Hospitality Management, or a related field (Master's preferred).
- Previous experience in retail offline business, operations management, or related roles is highly desirable.
- Strong interpersonal skills with exceptional customer service, communication, and presentation abilities
- Proficiency in using spreadsheets and operational software/systems.
- High attention to detail and strong organizational skills.
- Ability to manage and lead a diverse team of staff effectively.
- Strong problem-solving and decision-making capabilities.
- Familiarity with HR processes, timesheet management, and payroll calculations.
- Proven ability to manage multiple tasks and responsibilities concurrently.
- Willing to travel around due to center management.
The Company
What We Do
Manabie is an Education Technology start-up company on a mission to provide a new style of online & offline merged learning around the world. We provide students with everything they need for efficient learning; high-quality learning materials, great learning environments, personal coaches and more! We believe that our new method of learning, integrating online and offline will dramatically innovate the way students learn.
