Service Operations Executive - Kids&Us Vietnam

1/ About Kids&Us

• Kids&Us was founded in Manresa, Barcelona, in 2003. The success of the method and the business model brought a rapid expansion, both in Spain and internationally, which has led to the company opening schools on four continents and being able to maintain exponential growth over the last few years.
• Kids&Us is a successful business model, with a proven track record that goes back to 2003 and which, at the time of writing, has approximately 150,000 students in 486 schools throughout 9 countries.
• Kids&Us wants to set a benchmark and be the world's leading brand in English learning for children from the age of 1 year old. The success of Kids&Us is based on its own teaching methodology.  2/ Job Content:

Job Summary

• The Service Operations Specialist/Executive is responsible for implementing and supporting in processes of converting Service/Commercial strategy into consistent, on-time execution across all Kids&Us Vietnam centers.
• The role focuses on Service Operations coordination, Customer Experience, and Parent Communication — tracking, reporting, and enabling Schools to deliver against Country-level plans.
• Acting as the operational and administrative bridge between Country-level Service strategy and execution at the school level; The Service Operations Specialist/Executive consolidates customer insights, follows up on action plans, and helps identify and scale best practices, freeing the Country Service Manager to focus on strategic and people-management priorities.

Key Areas of Responsibility

• Service Operations Coordination: Coordinate day-to-day service operations across schools to ensure consistent execution of Country-level plans
• Track center capacity, headcount, and license status across all schools.
• Manage, update teacher scheduling, facilities follow-up, vendor coordination, and purchasing requests.
• Maintain SOP tracking, operational timelines, and action plans, following up on outstanding items.
• Identify delays, risks, or execution gaps at the School level and escalate to the Country Service Manager.
• Customer Experience & Parent Communication: Drive execution of approved Customer Experience initiatives and consolidate parent insight to inform continuous improvement
• Coordinate Parent Surveys, NPS/CSAT collection, and consolidation of Parent Voice feedback.
• Track complaints, escalations, and the Parent Journey, following up with Schools on resolution.
• Support Customer Journey Mapping and coordinate execution of WOW Service initiatives.
• Prepare Customer Experience insights and reports for the HOC/Country Service Manager.
• Family Events & Ceremony Coordination: Coordinate logistics for events and activities that strengthen parents and family experience
• Coordinate Family Events, Graduation/Ceremony logistics, and Parent Meeting logistics.
• Track timelines, documentation, and on-site execution together with Schools.
• Support referral campaigns and family/community engagement activities.
• Data, Reporting & Meeting Coordination: Consolidate Service data and coordinate meeting cadence to keep stakeholders aligned
• Prepare Service KPI reports, dashboard updates, and Teamflect tracking.
• Coordinate Service-related meetings; prepare agendas, minutes, and action-item follow-up.
• Consolidate monthly reports and School Service updates for the Country Service Manager. Cross-Functional Coordination & Continuous Improvement: Partner across functions and drive ongoing improvement of Service processes
• Coordinate with other departments (Academic, Sales, Marketing, HR, IT, Facility Management...) to resolve all service operation-related matters as needed.
• Identify recurring operational issues and propose data-driven improvements.
• Document and help standardize Best Practices across centers.
• While the above includes a description of the essential functions of the position, other duties may be assigned. This job description is subject to change at the discretion of management.

1/ Qualifications & Experience Required

• Education: Bachelor's degree in Business Administration, Communications, or a related field.
• Languages: Fluent Vietnamese and good English communication skills, both written and verbal.
• Experience: Minimum 2 years in operations coordination, customer service, or service administration, ideally within education, retail, or hospitality.
• Exposure (preferred): Prior experience with customer feedback systems, reporting/dashboard tools, or cross-functional project coordination.  2/ Required Competencies:
• Customer Experience Mindset: Genuinely cares about parent and student experience, and instinctively suggest improvement of Service Operation at Center level.
• Project & Timeline Coordination: Be able to manage multiple initiatives running in parallel across different centers, keep timelines, owners, and deliverables clearly tracked and visible.
• Strong Follow-Up Discipline: Consistently closes the loop on action items and commitments rather than letting them fall through the cracks, chasing updates from Schools and stakeholders as needed.
• Communication & Collaboration: Communicates clearly and diplomatically with Center employees, parents, and cross-functional teams; builds trust and cooperation even without formal authority over the people involved.
• Data Consolidation & Basic Analysis: Comfortable pulling together data from multiple sources — surveys, reports, dashboards — and turning it into clear, actionable summaries for management.
• Problem Solving & Attention to Detail: Notices inconsistencies or gaps early, thinks through practical solutions, and executes with a high level of accuracy under time pressure.
• Organization & Prioritization: Manages a high volume of parallel tasks and deadlines, prioritizing effectively based on business impact and urgency.
• Execution Excellence & Cross-Functional Collaboration: Delivers reliably on commitments and works effectively with other departments to get things done end-to-end.  3/ Availability:   6 days/week (includes 1 weekend day), with occasional flexibility required to support School events, ceremonies, or urgent operational matters outside regular hours.