School Service Manager

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.