• Manage the customer experience for students and their parents across China during the initial period of online operations, offer seemliness blended service.

保障家长和学员的在线产品用户体验，以及和线下产品的无缝衔接。

• Set up blended learning service process and standards, manage online progress advisor’s KPIs.

制定和完善混合教学服务流程，在线班主任团队管理和考核标准.

• Familiar with online education industry, give training and sharing among K&T centers regarding industry knowledge, blended learning concept and detail service standard.
• 熟悉行业中线上产品和在线教育理念，在各地校区分享行业知识，并结合公司产品思路，贯彻混合教学的理念，落地服务细则。
• Lead monthly sharing sessions to implement best working practices in the team

周期性组织团队培训，分享案例处理方案和流程改进。

• Monitor daily PA (Progress Advisor) work procedure and result to ensure the standardization for PA work procedure.

负责监督客服团队每日工作流程和业绩，确保其执行标准的工作流程

• Responsible to submit regular operation reports and data analysis to manager.

与老师，家长以及学员保持密切的沟通，追踪教学质量，保障教学结果，与所有的家长保持良好的关系。

• Provide in-depth analysis of operational data in order to identify: trends, forecasting, potential issues and any other areas to follow up on

整理和分析业务报告，分析问题并提出改进方案。

• Manage a small team (10-15 direct reports) of full-time specialist

管理10-15人的团队

• Motivates the team at any time, builds up positive atmosphere for the team’s development, Drive online student NPS, retention and referral.

建立积极的团队文化，达成续费，推荐以及客户满意度的指标

You have/are:

你的资格:

• Love children and care about their growth

爱孩子，并关注他们的成长

• Bachelor degree or above, Education or English majors preferred

本科及以上学历，师范类或英语类专业优先

• English CET4 or above

大学四级及以上

• Fluent oral English and accurate written English skills

英语读写流利

• Strong sense of responsibility

有强烈的责任感

• Open minded, willing to communicate with all people

有开放的心态，乐于与他人沟通

• Be very flexible and can handle emergencies

上班地址：上海市浦东新区浦东大道720号国际航运金融大厦6楼