Learning Experience Operations Manager

As a Learning Experience Operations Manager, you will own end-to-end operations for Teaching Assistants (TA) and Center Services nationwide — from recruitment, training and quality control to daily service standards at every center.

This role goes beyond day-to-day execution: you will shift your focus toward overall operational oversight across the network, proactively identifying issues before they escalate, and driving structural improvements.

A key part of the mandate is strengthening Center Managers' ownership of Learning Experience Operations (LXO), so back-office and front-office operations run as one seamless system.

KEY RESPONSIBILITIES

1. TA Management: Recruitment, Training & Quality Control

• Coordinate the end-to-end TA recruitment and interview process together with HR, ensuring staffing keeps pace with enrolment growth nationwide.

• Own TA onboarding, training and certification pathways, including English-speaking standards and professional conduct/dress code.

• Design and run the TA feedback and quality-control loop; identify underperformance early and deploy remedial training or corrective plans.

• Oversee TA payment end-to-end — verify working hours, cross-check timesheets, and coordinate with HR/Payroll to ensure accuracy and on-time payment.

2. Center Services Operations Oversight (Nationwide)

• Set, monitor and continuously improve service standards across all centers for pick-up/drop-off, lobby time, tea lady/security, facility upkeep, and HSE.

• Proactively flag operational gaps or risks at center level before they become customer-facing issues; issue alerts and follow through on corrective action.

• Partner closely with Center Managers (CM) to build their ownership of LXO, ensuring back-office planning and front-office execution stay tightly coordinated.

3. Process & System Improvement

• Own or support operational improvement projects assigned by leadership, driving them from planning through implementation.

• Build and refine SOPs and guidelines for TA management and center services so best practices are standardized across the network.

4. Reporting & Stakeholder Management

• Track operational KPIs — TA performance, service quality, incident rate — and report findings and recommendations to senior leadership.

• Act as the central point of contact for resolving cross-departmental issues related to TA management and center services.

THE IDEAL C

Yêu cầu công việc

THE IDEAL CANDIDATE PERSONA

To ensure a great cultural and operational fit, we are looking for candidates who possess the following traits:

1. Education & Experience

• Holder of a Bachelor's degree (Business Administration, Education, Human Resources, or Hospitality Management preferred).

• Minimum of 2–3 years of experience managing frontline staff/teaching assistants, service operations, or scheduling — ideally across a multi-site or nationwide network in education or high-volume service sectors.

• Experience with HSE (Health, Safety & Environment) or facility/security management is a plus.

2. Core Competencies & Skills

• Professional Fluency in English: High proficiency in English (Advanced/C1) — comfortable communicating, training and coordinating directly with foreign teachers/TAs.

• Data-Driven & Detail-Oriented: Strong organizational skills with meticulous attention to detail; capable of managing payment timesheets, service-quality data, and multi-center reports without error.

• High-EQ Communication: Skilled at managing cross-departmental relationships, coaching Center Managers, and resolving staff or service issues with tact and consistency.

3. Mindset & Working Style

• System-Builder Mindset: Naturally looks for the root cause and builds a repeatable fix, rather than solving the same problem over and over.

• High Ownership: Comfortable owning outcomes across many centers at once, and drives operational improvement without waiting to be asked.

• Thrives in Fast-Paced Environments: Resilient and adaptable; stays calm and analytical when handling urgent staffing or service disruptions.

Quyền lợi

• Chăm sóc sức khoẻ: Premium health insurance and standard labor benefits.
• Đào tạo: Clear career advancement roadmap toward Senior Management positions.
• Khác: Competitive salary package with periodic performance review.
  A dynamic, professional, and multinational educational environment.