Operations Manager

7 days ago

Kuala Lumpur, Malaysia LingoAce Full time

**About LingoAce**

Established in 2017, LingoAce is a Singapore-based global education technology company and leading Mandarin Chinese language learning platform, offering an immersive language learning experience tailored to meet the needs of learners aged three to 15 years old, across a range of language proficiency levels and diverse cultural backgrounds. A committed partner to both young learners and their parents, LingoAce harnesses the capabilities of passionate teachers along with research-backed digital content, featuring animation, gamification and AI, to effectively deliver authentic and interactive online Chinese language lessons.

**The Role**

Our post sales (customer success) team is the backbone of our Edutech business. They act as the bridge between the parents and teachers by reviewing student’s learning progress and synthesizing teacher’s feedback into actions for the parents. As the team manager, you are expected to lead your team members to achieve team goals, improve service quality and implement best practices across all levels. You should be a mentor to junior members and be ready to provide the necessary assistance to help your team members succeed in their roles.

**Responsibilities**
- Achieve team renewal, referral, and customer satisfaction goals.
- Measure and report team’s performance to the leadership team.
- Ensure Learner Success team operations are carried on in an appropriate, compliant, and cost-effective manner.
- Review and improve operational management systems and processes.
- Liaise with the Global team to implement best practices and systems to drive higher productivity and efficiency.
- Formulate strategic and operational objectives and key results.
- Plan, recruit, train, and mentor learner success consultants.
- Initiate projects to improve service quality.

**Requirements**:

- Graduated with a Bachelor's degree or diploma in any field with a preference for Early childhood development, Chinese studies, or linguistic fields.
- Highly customer-centric in understanding and profiling parents’ needs for their students.
- 2-5 years of experience in leading a high-performance team with a team size of over 15.
- Able to read, write and communicate in both Mandarin and English to handle Mandarin speaking customers.
- Able to manage escalated cases and provide appropriate resolution for customers.
- Good team player who can collaborate with respective stakeholders. (teachers, curriculum planning, operations, a customer success team, etc.) in ensuring a high level of customer experience.
- Familiar with the use of CRM systems.

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