Service Operations Executive - Kids&Us Vietnam

Mô tả Công việc
1/ About Kids&Us:
Kids&Us was founded in Manresa, Barcelona, in 2003. The success of the method and the business model brought a rapid expansion, both in Spain and internationally, which has led to the company opening schools on four continents and being able to maintain exponential growth over the last few years.
Kids&Us is a successful business model, with a proven track record that goes back to 2003 and which, at the time of writing, has approximately 150,000 students in 486 schools throughout 9 countries.
Kids&Us wants to set a benchmark and be the world's leading brand in English learning for children from the age of 1 year old. The success of Kids&Us is based on its own teaching methodology.
2/ Job Content:
Job Summary:
The Service Operations Specialist/Executive is responsible for implementing and supporting in processes of converting Service/Commercial strategy into consistent, on-time execution across all Kids&Us Vietnam centers. The role focuses on Service Operations coordination, Customer Experience, and Parent Communication - tracking, reporting, and enabling Schools to deliver against Country-level plans.
Acting as the operational and administrative bridge between Country-level Service strategy and execution at the school level; The Service Operations Specialist/Executive consolidates customer insights, follows up on action plans, and helps identify and scale best practices, freeing the Country Service Manager to focus on strategic and people-management priorities.
Key Areas of Responsibility:
Service Operations Coordination: Coordinate day-to-day service operations across schools to ensure consistent execution of Country-level plans
Track center capacity, headcount, and license status across all schools.
Manage, update teacher scheduling, facilities follow-up, vendor coordination, and purchasing requests.
Maintain SOP tracking, operational timelines, and action plans, following up on outstanding items.
Identify delays, risks, or execution gaps at the School level and escalate to the Country Service Manager.
Customer Experience & Parent Communication: Drive execution of approved Customer Experience initiatives and consolidate parent insight to inform continuous improvement
Coordinate Parent Surveys, NPS/CSAT collection, and consolidation of Parent Voice feedback.
Track complaints, escalations, and the Parent Journey, following up with Schools on resolution.
Support Customer Journey Mapping and coordinate execution of WOW Service initiatives.
Prepare Customer Experience insights and reports for the HOC/Country Service Manager.
Family Events & Ceremony Coordination: Coordinate logistics for events and activities that strengthen parents and family experience
Coordinate Family Events, Graduation/Ceremony logistics, and Parent Meeting logistics.
Track timelines, documentation, and on-site execution together with Schools.
Support referral campaigns and family/community engagement activities.
Data, Reporting & Meeting Coordination: Consolidate Service data and coordinate meeting cadence to keep stakeholders aligned
Prepare Service KPI reports, dashboard updates, and Teamflect tracking.
Coordinate Service-related meetings; prepare agendas, minutes, and action-item follow-up.
Consolidate monthly reports and School Service updates for the Country Service Manager. Cross-Functional Coordination & Continuous Improvement: Partner across functions and drive ongoing improvement of Service processes
Coordinate with other departments (Academic, Sales, Marketing, HR, IT, Facility Management...) to resolve all service operation-related matters as needed.
Identify recurring operational issues and propose data-driven improvements.
Document and help standardize Best Practices across centers.
While the above includes a description of the essential functions of the position, other duties may be assigned. This job description is subject to change at the discretion of management.