Responsible for center operations performance, customer experience and service operations team management; support CGM and collaborate with center other cross-functional leaders to create a customer-focused service organization. This role will focus on three primary areas: 1) Create high level of service and excellent customer experience; 2) Service operations staff satisfaction and talent development; 3) Center cost control and operating process optimization.

负责中心运营绩效、客户体验和服务运营团队的管理；配合中心校长和中心的其他职能部门经理营造一个以客户服务为导向的工作环境。该职位职能主要集中在三方面：1）营造高标准的服务，优化客户体验；2）提高服务运营团队满意度，关注员工个人发展；3）中心成本控制和运营流程优化。

Assist CGM to create a customer-focused service organization, where customer can enjoy their learning experience at an EF center.

协助CGM营造一个以客户服务为导向的工作环境，从而提高客户在EF中心的学习满意度。

 

Drive customer satisfaction through improvement of key satisfaction indicators, eg. Net Promoter Score (NPS), Student Lifecycle Management service coverage and exceptional cases handling (eg. refund, complaints).

通过考核客户满意度指标提升客户满意度，常用的考核指标有Net Promoter Score (NPS)、学生学习周期管理服务覆盖率，对退款或投诉等特殊案列的处理等。

 

Ownership of center facility management, ensuring pleasant physical environment and excellent English learning atmosphere.

负责中心设施管理，确保中心学习环境舒适和营造良好的英语学习氛围。

 

Lead service operations team to collaborate with center sales in providing streamlined post-sales service, which ultimately contributes to the growth of center net internal revenue, including course renewal, upgrade and referral.

领导服务运营团队配合中心销售给客户提供无缝链接的售后服务，从而保证中心净内部收入的良性增长，包括课程续约、升级和推荐。

 

Facilitate service operations staff job satisfaction, competency enhancement and career development.

提高服务运营团队员工的工作满意度，关注和推进其个人能力的提高和职业发展。

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Carry out other administrative duties at this role, including but not limited to service operations staff performance measurement and bonus calculation, etc.

其他涉及到该职位的管理职能，包括但不限于对服务运营员工的绩效衡量和相关奖金的计算等。

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Work with CGM and regional RED on operations staff hiring and retention.

配合中心校长和区域招聘和发展部门进行运营团队员工的选，聘，留。

 

 

Appendix

 

Assess center staff service operations training needs; identify resources; work with NSO team to develop and provide training; on-the-job evaluate training results.

评估中心员工在服务运营方面的培训需求；确定培训资源；与全国服务运营团队协调制定培训计划，组织提供培训以及评估培训效果。

 

Responsible for center operating process optimization: bridge between center and central teams by collecting, analyzing and prioritizing voices of customers; communicate recommendations back to the central service operations team for strategy formulation.

负责中心运营流程优化：作为公司总部和中心团队间沟通的桥梁，要负责收集、分析和优化客户对服务的需求，将推荐的解决方案反馈到总部的服务运营团队以便总部制定全国客户服务战略。

 

Work with central service operations team in implementing national policies and processes, ensuring center’s operations is compliance with national standards.

与总部服务运营团队密切合作，在中心贯彻执行总部制定的相关政策和流程，确保中心的运营符合总部制定的全国标准。

 

Work with CEM to design center course schedule and optimize schedule.

和中心CEM 共同制定中心课表并及时调整优化课表。

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Support CGM in optimizing center cost.

协助CGM 进行中心成本优化管理。

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Other duties and responsibilities assigned by the Company when needed.

其他根据公司需要所授予的职责和责任。

关于英孚教育
英孚教育成立于1965年，是一家全球教育培训公司，以“教育，让世界无界”为企业使命。英孚在全球各地有诸多学校和办事处，并拥有优质在线英语学习基地Englishlive。英孚主要致力于语言培训、出国留学游学、学位课程和文化交流等项目。英孚还发布了全球英语熟练度报告,该报告打破了地域限制，在全球范围内测试了不同国家成人的英语能力。
 
About EF Education First
Established in 1965 with a mission to open the world through education, EF Education First (EF) is an international education company which focuses on language, academics, and cultural experience. EF has hundreds of schools and offices worldwide and online English learning platform English Live . With long term commitment in China, EF has been selected as the official supplier of language training services for Beijing 2008 Olympics. Since 1988, EF has provided service to Olympic Games for six times, including the PyeongChang 2018 Winter Olympics and the upcoming Tokyo 2020 Olympics. Each year, EF publishes the English Proficiency Index measuring the English ability of adults in countries across the world.