Learning Experience Operations Manager

Job Description
As a Learning Experience Operations Manager, you will own end-to-
end operations for Teaching Assistants (TA) and Center Services nationwide - from recruitment, training
and quality control to daily service standards at every center.
This role goes beyond day-to-day execution: you will shift your focus toward overall operational oversight
across the network, proactively identifying issues before they escalate, and driving structural improvements.
A key part of the mandate is strengthening Center Managers' ownership of Learning Experience Operations
(LXO), so back-office and front-office operations run as one seamless system.
KEY RESPONSIBILITIES
1. TA Management: Recruitment, Training & Quality Control
• Coordinate the end-to-end TA recruitment and interview process together with HR, ensuring staffing
keeps pace with enrolment growth nationwide.
• Own TA onboarding, training and certification pathways, including English-speaking standards and
professional conduct/dress code.
• Design and run the TA feedback and quality-control loop; identify underperformance early and deploy
remedial training or corrective plans.
• Oversee TA payment end-to-end - verify working hours, cross-check timesheets, and coordinate with
HR/Payroll to ensure accuracy and on-time payment.
2. Center Services Operations Oversight (Nationwide)
• Set, monitor and continuously improve service standards across all centers for pick-up/drop-off, lobby
time, tea lady/security, facility upkeep, and HSE.
• Proactively flag operational gaps or risks at center level before they become customer-facing issues;
issue alerts and follow through on corrective action.
• Partner closely with Center Managers (CM) to build their ownership of LXO, ensuring back-office
planning and front-office execution stay tightly coordinated.
3. Process & System Improvement
• Own or support operational improvement projects assigned by leadership, driving them from planning
through implementation.
• Build and refine SOPs and guidelines for TA management and center services so best practices are
standardized across the network.
4. Reporting & Stakeholder Management
• Track operational KPIs - TA performance, service quality, incident rate - and report findings and
recommendations to senior leadership.
• Act as the central point of contact for resolving cross-departmental issues related to TA management
and center services.