Center Service Manager

Job Description

Team and Performance Management

• Set clear, data-driven team goals aligned with student success and center performance targets.
• Provide ongoing training and coaching to develop and retain a high-performing Coaching Team.
• Ensure optimal Coach scheduling, attendance, and punctuality, maintaining high service levels.
• Monitor and enhance the Customer Experience (CX) team's performance by ensuring adherence to WSE policies, and fostering a high-performance culture.
• Enforce Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and accountability.
• Identify and actively share and implement best practices across the Customer Experience (CX) management team to drive continuous improvement.
  
  

Student Progress Management and Internal Revenue Contribution

• Ensure strict compliance to the student touch-points procedures by both the service team and the sales team.
• Track student progress through data and reporting tools.
• Foster a strong collaboration between the Service Team and Sales Team to achieve internal revenue targets through referrals and renewals.
• Ensure effective communication of the referral and renewal promotional programs to the students.
  
  

Class Management

• Leverage data-insights to analyze student demand and availability trends to optimize monthly class schedules, balancing teaching costs with student needs.
• Partner with the Center Head of Sales to design monthly Social Club that reinforce learning outcomes and increase student engagement.
• Convey teaching skills / profile preferences to the centralized teaching management teams.
• Have coaches proactively book student classes in alignment with good study habits and ensure class attendance while managing class efficiency.
  
  

Events Planning and Coordination

• Strategically plan center-level events at least one month in advance, following sales and marketing imperatives.
• Ensure the Coach team actively promotes and drive event attendance, engagement, and conversion of guests into students.
• Oversee seamless event execution, in coordination with the Sales teams to drive high engagement and new student enrollment
  
  

Study Environment and Service Quality Management

• Establish a clean and welcoming and student-centric environment that fosters motivation, engagement, and a sense of belonging, while enforcing center's rules and regulations.
• Ensure high service quality standards by training the team in customer service best practices and adherence to WSE complaints management procedures.
• Regularly assess student feedback and implement improvements to enhance learning experience.
  
  

Team Management Scope

• Direct reports: 1-8
• Indirect reports: 0
  
  

The above statements are a snapshot of the duties and responsibilities of the role and are not intended to be

an exhaustive list.

Job Requirements

Experience and Education

• Minimum relevant experience: Minimum 6 years' experience in the service industry
• Minimum supervisor experience: 2 years' experience in leadership or supervisor role preferred
• Minimum academic requirement: Bachelor's Degree
• WSE level: WSE Level 14+ required
  
  

Language Requirements

• Written language: Fluent Vietnamese and English
• Oral language: Fluent Vietnamese and English
  
  

Required Competencies

• Leadership & Team Management: Strong ability to motivate, coach, and develop a high-performing team while ensuring accountability and service excellence.
• Student Engagement & Customer Service: Skilled in enhancing student experience, managing feedback, and resolving concerns to drive retention and referrals.
• Operational Efficiency: Highly organized with strong problem-solving skills, ensuring smooth center operations, scheduling, and SOP adherence.
• Data-Driven Decision Making: Ability to analyze student progress, class efficiency, and service performance to optimize outcomes.
• Collaboration & Event Planning: Experience in coordinating events and working cross-functionally with Sales, Marketing, and Academic teams.
• Technical Proficiency: Comfortable with MS Office, CRM tools (HubSpot or similar), and digital learning platforms.
• Adaptability & Professionalism: Thrives in a fast-paced environment, embraces continuous learning, and maintains high integrity.
• Flexibility: Willing to work a rotational schedule, including weekends and evenings, with a strong sense of commitment