天津招聘

职位描述：
Center Operations Manager is 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.

Supervision:

Solid reports to CGM; functional reports to (Sr.) Manager, NSO
? Assist CGM to create a customer-focused service organization, where customer can enjoy their learning experience at a EF center
? Drive customer satisfaction through improvement of key satisfaction indicators, eg. Net Promoter Score, Student Lifecycle Management service coverage and exceptional cases handling (eg. refund, complaints).
? Ownership of center facility management, ensuring pleasant physical environment and excellent English learning atmosphere.
? Lead service operations team to collaborate with center sales in providing streamlined post-sales service, which ultimately contributes to the growth of center retention revenue.
? Facilitate service operations staff job satisfaction, competency enhancement and career development.
? Carry out other administrative duties at this role, including but not limited to service operations staff performance measurement and bonus calculation, etc.
? Work with CGM and regional RED on operations staff hiring and retention.
? Assess center staff service operations training needs; identify resources; work with NSO team to develop and provide training; on-the-job evaluate training results.
? 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.
? Work with central service operations team in implementing national policies and processes, ensuring center’s operations is compliance with national standards.
? Work with CEM and CSM to deliver center course schedule and schedule optimization.
? Support CGM in optimizing center cost.

Qualifications/Requirements:
? Undergraduate degree (or above)
? 5+ years of working experience, at least 2 years team management experience in service and relevant industries or customer-oriented functions
? Overseas experience is preferred but not required
? Excellent communications skill: good listener, open-minded and high level of empathy
? Proficient English competency in both oral and written, can communicate confidently and fluently with international staff
? Customer-focused and result-oriented
? The ability to interpret strategies and execute tactics in a multi-cultural environment
? Able to make quick and sound decision under tight deadlines and high pressure
? The ability of coaching team members in problem solving and best practice sharing
? Passionate, creative and motivational team leader
? Perform independently with limited guidance in a dynamic environment
? Be flexible to working hours; able to work during weekends if required

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。英孚教育致力于长足扎根中国市场，曾担任2008年北京奥运会语言培训服务提供商。自1988年以来，英孚已经支持服务六届奥运会，包括2018年平昌冬季奥运会和即将要举办的2020年东京奥运会。英孚还发布了全球英语熟练度报告（www.ef.com/epi）,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 (www.ef.com) 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 (www.ef.com/epi) measuring the English ability of adults in countries across the world.