WALL STREET ENGLISH ★ 3.1

Job Summary:

The School Service Manager is responsible for ensuring the smooth and efficient daily operations of the center while delivering outstanding customer experience for students and families. This role oversees service operations, student care, parent engagement, retention initiatives, and service team performance to ensure compliance with Kids&Us standards and achievement of center operational objectives.

The School Service Manager acts as a key link between families, teachers, and internal stakeholders, proactively addressing operational and customer-related matters, driving continuous improvement, and contributing to student retention, referral growth, and overall center success.

Key Areas of Responsibility

1. Center Operations Management: Ensure smooth, safe, and efficient daily operations of the center in compliance with Kids&Us standards and operational procedures

· Manage the onboarding process for new students in accordance with Kids&Us procedures.

· Plan and coordinate class schedules, school activities, workshops, and internal events.

· Manage teacher schedules to ensure adequate staffing coverage.

· Oversee inventory management of teaching materials, school supplies, and operational resources.

· Ensure center facilities are clean, safe, organized, and fully operational.

· Ensure safe and efficient student drop-off and pick-up processes.

· Ensure compliance with operational SOPs, safety requirements, and Kids&Us standards.

· Continuously identify and implement improvements to operational processes, service delivery, and overall center efficiency.

· Ensure compliance with all operational, safety, hygiene, and child protection standards

2. Customer Experience & Student Care Management: Own and continuously improve the student and parent experience throughout the customer journey

· Build and maintain strong relationships with students and parents through proactive and professional communication.

· Manage parent communications regarding attendance, operational updates, student well-being, and center activities.

· Monitor student attendance, engagement, and learning continuity.

· Proactively manage and resolve student-related issues, including behavioral concerns, emotional well-being, health, hygiene, safety incidents, and parent complaints.

· Ensure timely follow-up, documentation, resolution, and escalation of issues when necessary.

· Ensure all customer interactions meet Kids&Us service standards.

· Continuously improve customer satisfaction and the overall customer experience journey.

3. Retention, Referral & Community Engagement: Drive student retention, referral growth, and parent engagement through outstanding customer relationship management

· Monitor student renewal pipelines and identify students approaching renewal milestones or at risk of non-renewal.

· Collaborate closely with the Sales Team to implement retention and re-engagement action plans.

· Support initiatives that maximize retention rates, class continuity, and student lifetime value.

· Drive referral growth through excellent customer experiences and parent engagement initiatives.

· Coordinate and facilitate the execution of parent workshops, center events, and community-building activities. Work closely with the Academic, Marketing, and Commercial teams to ensure all planned activities and events are delivered smoothly, aligned with Kids&Us standards.[HT1] [VM2]

· Collect and analyze parent feedback to strengthen customer loyalty and engagement.

4. Academic Operations Support: Support the successful implementation of Kids&Us academic standards and educational quality

· Participate in teacher recruitment and selection activities when required.

· Ensure compliance with Kids&Us academic procedures and operational requirements.

· Coordinate implementation of corrective actions requested by Academic Management.

· Identify training needs and coordinate reinforcement training for teachers.

· Collaborate closely with Academic Management to support student success and educational quality.

5. Team Leadership & Performance Management: Lead and develop the service team to achieve operational excellence and business objectives

· Manage, coach, and evaluate the performance of the service team.

· Establish clear goals and performance expectations aligned with center objectives.

· Monitor and analyze key service performance indicators, including retention, referral, attendance, parent satisfaction, complaint resolution, and engagement metrics.

· Ensure compliance with company policies, procedures, and training requirements.

· Foster a high-performance, customer-centric, and collaborative team culture

• Qualifications & Experience Required:

• Education: Bachelor's degree in Business Administration, Education, English, or a related field.
• Languages: Fluent Vietnamese and strong English communication skills (equivalent to WSE Level 15 or above).
• Experience: Minimum 3 years of experience in education, customer service, hospitality, retail, or other service-oriented industries.
• Management Experience: At least 1 year of experience in a supervisory or management role.
• Customer Experience Exposure: Experience in customer relationship management, service operations, or customer experience initiatives is preferred.

• Required Competencies

• Customer-Centric Mindset: Passionate about delivering exceptional customer experiences and building strong relationships with families.
• Results-Oriented: Focused on achieving operational goals, customer satisfaction, retention, and business performance targets.
• Communication & Stakeholder Management: Strong interpersonal skills with the ability to communicate effectively and influence stakeholders.
• Problem Solving: Proactive and solution-driven, with the ability to resolve issues efficiently and professionally.
• Organization & Multitasking: Strong planning and organizational skills with the ability to manage multiple priorities.
• Leadership & Team Development: Capable of leading, coaching, and developing team members to achieve high performance.
• Adaptability & Resilience: Able to work effectively under pressure and adapt to changing business needs.
• Computer Literacy: Proficient in Microsoft Office and other business management systems

• Availability: Available to work according to center operational schedules, including evenings and weekends when required.

  - Weekdays (1:00pm-9:00pm), off 1 day

  - Weekends (6 hours everyday)

ATTRACTIVE BENEFITS:

• 100% salary during the 2-month probation period
• Full salary-based social insurance contribution after 2 months;
• Guided and trained by a team of experienced and professional mentors;
• 15 days of annual leave (not including public holidays);
• English lessons at Wall Street English;
• Personal insurance package from the first working day;
• Work in an English-speaking environment with young, open-minded, and friendly colleagues and managers;
• Opportunities for promotion and quarterly salary reviews based on performance.