Operations Manager

ABOUT TEENCARE
TeenCare is an EdTech and youth development platform helping students and families thrive through life skills education, emotional wellness, and personalized mentoring programs.
As we continue to grow, we're looking for a Operations Manager who can build scalable systems, lead service operations teams, and ensure every family receives a fast, reliable, and high-quality experience throughout their journey with TeenCare.
WHY THIS ROLE EXISTS
At TeenCare, operational excellence directly impacts customer trust.
This role exists to ensure that every student is enrolled successfully, every parent receives timely support, and every customer issue is resolved quickly and effectively.
You will own the operational systems that support our students, parents, mentors, and customer-facing teams at scale.
WHAT YOU WILL OWN
1. Customer Service Operations
Recruit, train, schedule, and manage customer operations staff.
Define channel ownership, shift coverage, and service standards.
Ensure efficient operations across all customer touchpoints:
Pancake
Zalo OA
Zalo Groups
Intercom
Hotline
Class Operations
Monitor team productivity, service quality, and response performance.
Continuously improve customer support processes and workflows.
Success Metrics
First Response Time (FRT) < 5 minutes across all channels.
SLA achievement ≥ 95%.
2. Customer Complaint & Escalation Management
Own end-to-end resolution of customer tickets and escalations.
Coordinate cross-functional teams to resolve complex customer issues.
Personally handle high-priority or sensitive cases when necessary.
Track ticket lifecycle from creation to closure.
Identify root causes and implement preventive solutions.
Success Metrics
100% of tickets and conversations are resolved within 24 hours.
Zero overdue critical tickets.
High customer satisfaction and issue resolution rates.
3. Student Enrollment & Class Placement Operations
Ensure every student is assigned to the appropriate class and mentor.
Manage weekly class creation and capacity planning.
Coordinate scheduling and resource allocation across programs.
Ensure learning schedules are accurately reflected on the app and internal systems.
Execute attendance and class reminder workflows through operational tools such as:
Callbot
Calio Mentor
Other automation systems
Proactively address enrollment or scheduling delays.
Success Metrics
100% of students enrolled and attending classes within 10 days after payment.
Minimal scheduling and placement errors.
4. Process Improvement & Operational Excellence
Build, document, and optimize operational workflows and SOPs.
Create dashboards and reporting systems to track key operational KPIs.
Identify bottlenecks and implement scalable solutions.
Drive automation initiatives to improve efficiency and customer experience.
HOW SUCCESS IS MEASURED
You will be evaluated on:
First Response Time (FRT)
SLA Compliance
Ticket Resolution Time
Student Enrollment & Class Placement Rate
Customer Satisfaction (CSAT)
Student Attendance Rate
Team Productivity & Service Quality