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 Independent Contractor Operations and Center Directors to ensure the smooth execution of all platform-related functions and making suggestions to streamline and improve center processes.  The Operations Manager plays a key role in responding to cases submitted by 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!

In addition to the tasks and responsibilities listed below, this role serves as the local manager for the Teach Online Panama team, responsible for daily administrative and operational tasks, acting as the on-the-ground voice for Central (working closely with the VP Operations), and responsible for managing team engagement and local team building initiatives.

This role is based in Panama.

• Manage day-to-day teacher support enquiries, including responding directly to teachers and escalating requests to the appropriate team members when needed.
• Monitor service-related data on an ongoing basis to identify trends, issues, and opportunities for operational improvement.
• Conduct proactive outreach to teachers via email and phone to communicate service-related improvements and share client feedback.
• Preparation for, and host topic-specific and general webinars that provide optional support for the teachers using the platform.
• Drafting of verification letters and correspondence at the request of the teachers.
• Ensuring that the client-facing Teacher profiles are platform compliant.
• Use platforms like Salesforce, Adobe Sign, Tableau, Sigma and Microsoft Office, and ensuring that all stored data is properly maintained.
• Provide technical assistance to teachers when required.
• Provide support and assistance in other projects and duties as needed.
• Review and approve monthly independent contractor invoices within established guidelines.
• Contribute to new business development initiatives.
• Provide support on recruitment and academic-related tasks when required.
• Manage local administrative and operational responsibilities for the Panama team.

• Foster team engagement and coordinate local team-building activities.

   

• C2-level English proficiency.
• University degree, preferably with a post-graduate qualification/coursework (and/or equivalent experience)
• Experience with workflow design/large scale people operations 
• Experience with management of employees and independent contractors
• Proven track record in recruitment, onboarding and day to day operations, preferably with teachers or contractors
• Well-developed staff management skills, ideally including managing operations managers
• Experience in drafting contracts and handling compliance matters in various locations
• Strong attention to detail, excellent written and verbal communication skills and proficient in MS Office Suite.
• Quantitative orientation with experience in controlling costs/budget, improving process efficiencies, scaling operations, and improving customer satisfaction with measurable results.
• Experience in liaising with multiple international teams regarding recruitment, finance, academics and operations.
• Experience with launching new offices and building new teams

• ESL teaching experience.
• EdTech industry experience.
• Experience with contract related matters and/or customer service responsibilities.
• Experience with supporting market expansion