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USA Operations Manager



Posted on Saturday, July 6, 2024
Position: USA Operations Manager
Our Operations Managers are focused on maintaining and exceeding specified key performance indicators and quality standards for our center operations. He or she supports the USA Operations and Center Directors, to ensure the smooth operation of all platform related functions and making suggestions to streamline and improve center processes.
In addition, the Operations Manager plays a key role in responding to cases submitted by our Independent Contractor and/or Employed teachers, assists in helping to manage teacher invoicing and center data reports, both of which require very solid excel skills. Be ready to both roll up your sleeves for the day-to-day and think big to conceptualize solutions for the future!
This role is based in the United States of America and primarily a remote role with the possibility of office attendance should the need arise.
  • Day-to-day management of teacher support enquiries, including providing direct responses to teachers and directing teacher trouble-shooting requests to other team members as appropriate.
  • Ongoing review of service-related data to spot problems/trends and identification of possible solutions/innovations within our operations.
  • Proactive email and phone outreach to teachers to communicate necessary service-related improvements and client feedback.
  • Preparation for, hosting of, topic-specific and general webinars that provide optional support for the teachers using the platform.
  • Ensuring that the client-facing Teacher profiles are platform compliant.
  • Using platforms like Salesforce, Calendly, Outlook, Adobe Sign, Constant Contact, Sigma and Microsoft Office, and ensuring that all stored data is properly maintained.
  • Providing technical assistance to teachers when required.
  • To provide support and assistance in other projects and duties as they arise.
  • Ambition to support new business development.
  • Some recruitment/academic tasks when needed.
  • Must demonstrate a strong ability to follow processes.
  • Strong skills in navigating challenging conversations with tact and professionalism.
Essential Requirements:
  • Bachelor's degree in any fields, and fluency in English.
  • Strong attention to detail, excellent written and verbal communication skills and proficient in MS Office Suite.
  • Ability to change gears quickly and take on a "start-up" attitude to jump in and fix whatever challenge presents itself on our growing team.
Preferred but not required:
  • ESL teaching experience.
  • Experience with remote workers and/or independent contractors.
  • Experience with contract issues and/or Customer Service responsibilities.
About EF Education First
At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs - focused on language, travel, cultural exchange, and academics - turn dreams into international opportunities.
When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about - we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, parental status, identity, experience and everything else that makes you unique.
Founded in Sweden in 1965, EF has schools and offices around the world. Learn more at http://ef.com