Operation Manager

About Manabie:

• Manabie offers Total Education. It is our education philosophy, which not only focuses on building a strong academic foundation but also develops cognitive, creative, and emotional skills together with consciousness of social and environmental issues.
• Total Education is supported by caring coaches, a strong community of passionate individuals, and engaging content to help our learners gain lifelong skills, awareness, and confidence.
• At Manabie, we believe everyone has inner greatness that can be discovered by developing a love for learning, igniting curiosity, and having the courage to pursue dreams. Our community is for everyone who strives for a better tomorrow where people, societies, and the natural world can thrive.

Key Responsibilities:

1. Education center customer service improvement (70%): 
   • Partner Relations and Customer Service Improvement: 
     • 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:
     • 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 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:
     • 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:
     • 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.
2. Center Growth and Development (30%):
   • Accompany Business Development managers in sales meetings with potential center partners 
   • Improve center business performance by improving service quality and supporting in student acquisition
   • Coordinate offline events to promote the partner centers and engage with the local community.
   • Manage social media presence and online posts to drive brand awareness and engagement.
   • Contribute in strategic business development, identifying opportunities for growth and expansion, including center expansion and student body expansion through referral program
   • Build and maintain relationships with stakeholders, including teachers, students, and partners.

Qualifications and Skills:

• Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).
• Previous experience in retail offline business, strategic operations management, business development, 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.

Benefits: 

• Competitive remuneration.
• 14-day annual leave.
• 100% salary probation.
• Experience working in a fast-paced EdTech company based in Singapore, Vietnam, and Indonesia.
• Professional development opportunities in EdTech, teaching, and curriculum development.
• Opportunity to impact Vietnamese education and learning.