Synopsis:

概述：
The Online Operation Manager is responsible for the management of a team of 50-60 members, who owns the implementation of EF blended learning solution, communication among teachers, parents and students through online platform, collaborate with center service team, and driving customer retention, referral and recommendation。

在线服务主管负责团队中在线班主任的管理工作，对团队整体服务各项指标负责。

You will:

你的职责：

• 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 team (6-8 direct reports) of 50-60 full-time specialist

管理50-60人的团队

• Motivates the team at any time, builds up positive atmosphere for the team’s development, Drive online student customer satisfaction.

建立积极的团队文化，达成客户满意度的指标

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

• 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

有灵活应变的能力

• Quick learner

有快速的学习领悟能力

• Good team worker

乐于团队协作

• Minimum 2-years’ experience in Educational industries

有2年以上教育相关经验

• Experience in online Education industry is a plus

有在线教育工作经验者优先

• Minimum 3-years’ experience in team management role

有3年以上团队管理经验

• Be able to work on weekends (the off-days will be between Mon. to Fri.)

能够接受周末上班，周中休息的工作（周一到周五中休息两天）

EF English First Kids & Teens is a leading company in the fast growing and promising ESL market of kids & teens. We provide first class quality of teaching and service to the customers and value people who are passionate about English education for children and skillful of doing their jobs

EF stands for "Education First". Founded in 1965 by entrepreneur Bertil Hult, EF is now the world’s largest private educational organization. With a mission to break down barriers in language, culture and geography, EF has helped over 15 million people to learn a new language, discover the world, or earn an academic degree. EF operates 400 schools and offices in over 50 countries with 34,000 employees. To date, "Education First" is more than our company name. It is our corporate passion.

EF is an equal opportunity employer. Join EF, we promise you a rewarding career where you can make a difference. To keep up with our worldwide growth, we are looking to hire more global entrepreneurs who want to drive business, break new ground, and see the world.

上班地址：铜仁路258号九安广场