南京招聘

The Center Operations Manager is responsible for the Operations Performance and Team Management, Recruiting and
Training and Cooperation with the Center Manager (CM) and the Center Sales Team. This role manages all areas of the
Student Experience including Teacher and Service teams as well as the In-center Life Club Event Coordinator to create a
highly motivated service organization. The COM has a clear focus on two areas: 1) Create as many “EF student
ambassadors” as possible to spread positive word of mouth about the EF system 2) Act as key staff role model, leader,
manager and career developer. Summary of specific responsibilities of the Center Operations Manager are as follows:

Building Student Satisfaction and Strong Brand Reputation
l？ The COM position was created to ensure a solid focus on Operations and Service Delivery.
l？ Student Satisfaction drives positive word of mouth, which in turn drives a strong brand image. Thus, exceptional student
satisfaction, built through world-class operations (academic, service, progress management) is critical to our success.
l？ Cooperate with Center Manager and Operations Team in support of center operating targets and to ensure a seamless
and satisfying customer experience.
Policies, Procedures and Auditing
l？ Be Center leader and advocate of both LTAC (Learn Try Apply Certify) and Student Follow-up Systems, and ensure full
implementation of these two platforms in his / her enter.
l？ Take active role with implementing and act as invigilator to ensure the adherence to national operations standard policies
and procedures and enforced within own center, including finding and communicating best practices.
l？ The COM is to be an active leader in his/her center, and have a very clear understanding of all operations departments,
student culture, issues and trends. Consistent monitoring and auditing is critical. This includes being very visible in center,
spending time in classes, at the front desk, as well as in Life Club events.
l？ Perform daily, weekly and monthly monitoring on Operations performance against KPI targets and capture progress in
regular and standard reports to Center Manager as well as the Director of Product Experience; immediately identify
problem areas and provide action plans to address these areas; maintain an active role in implementing these solutions.
l？ Ensure center team hits targets in key areas of Operations metrics, Academic Metrics and Center cost areas on annual,
quarterly and monthly basis. Take active role in annual, quarterly and monthly target setting.
Team Hiring, Training, Coaching and Motivation
l？ The COM has the key responsibility for all operations training in center and leads these training activities to ensure an
efficient and high quality production of academic programs, service, Life Club and Student follow-up.
l？ Project hiring needs based on growth and staff turnover and work with local and central recruiting departments to ensure
supply of candidates; interview and recruit candidates, and supervise all on-boarding processes.
l？ The Teachers Team, SSA team, SSS and the in-center Life Club Event Coordinator report directly to the COM
l？ It is the COMs job to mentor, personally coach and motivate each direct subordinate and provide clear career
development opportunities to each; supervise recruiting, staff on boarding and exit process when / where necessary.
Best Practice Sharing
l？ This role is intimately involved with and constantly seeking improvements in all aspects of operations.
l？ Best Practice sharing is key to successful operations, and the COMs will play active role in finding improvement areas and
create best practices. It is the responsibility to the COM to communicate these best practices to Regional Directors and
the Director of Product Experience.
Student and Staff Communication
l？ As leader of the center the COM will also ensure strong and timely communications with staff and students. This is both in
formal meetings and informal communications. Formal communications include the following: Monthly All Hands Meeting
(in cooperation with sales team), weekly office hours for individual student conversations, and a formal Operations group
Town Hall Meeting every month.
l？ Participate in regional management meetings, discussions and contribution to strategic direction of the region. Constantly
come up with ways in which the Center systems can be improved, develop and implement proposals together with the
Director of Product Experience.


Requirement:
1. Bachelors degree in related field or equivalent
2. Knowledge of customer service principles and practices.
3. Knowledge of relevant computer applications
4. Very Fluent Mandarin & English communication skills. Knowing dialect would be a plus.
5. Strong leadership and logic way of thinking
6. 7 years + Work experience in an international company + 3 years management experience is a necessity

武汉中心地址：武汉市江汉区青年路308号花园道艺术生活区B207号

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.