Operations Executive

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About PlanetSpark

PlanetSpark is on a mission to build the next generation of confident speakers and creative writers by leveraging powerful technology. We offer a full-stack online platform for learning and practicing English, public speaking, and creative writing. Our expert-led classes ensure that our students receive the best education and achieve their academic goals.

Role Overview

The Operations Executive will be responsible for ensuring smooth operations across student and teacher management, and coordinating with cross-functional teams. The ideal candidate will have a strong background in operations, exceptional organizational skills, and the ability to handle multiple tasks simultaneously.

Key Responsibilities

On Student Side:

1. Manage the end-to-end onboarding process for new students, ensuring a seamless and welcoming experience.

2. Ensure all classes are conducted on time and in full.

3. Focus on the initial 0-5 class journey, ensuring a smooth transition and addressing any concerns promptly.

4. Handle client escalations efficiently and ensure prompt resolutions to maintain high levels of customer satisfaction.

5. Drive student renewals by maintaining strong relationships and delivering excellent service.

6. Identify and report any cases of miss-selling to ensure transparency and maintain trust.

7. Handle customer call requests and ensure customer satisfaction.

8. Monitor and improve customer Net Promoter Score (NPS).

On Teacher Side:

1. Ensure teachers adhere to organizational policies and maintain discipline.

2. Identify teaching talent and assign them to various zones (Middle East, North America) based on their skill sets.

3. Resolve teacher change requests.

4. Monitor and work towards reducing teacher absences.

5. Ensure all teachers conduct their classes on time and maintain high-quality teaching standards.

6. Set up Standard Operating Procedures (SOPs) to drive teacher discipline and performance.

7. Manage the teacher change process and ensure seamless transitions for students.

On Day to Day:

1. Coordinate with cross-functional teams to ensure prompt resolution of complex issues and enhance operational efficiency.

2. Ensure timely conduction of all scheduled classes.

3. Monitor and ensure teachers adhere to their schedules, intervening promptly in cases of teacher absences.

4. Ensure smooth onboarding of customers through personal calls and video meetings.

5. Provide comprehensive orientation to new students and parents about the platform and class schedules.

6. Address and resolve issues raised by students promptly.

7. Seek timely feedback from students and parents to continuously improve the learning experience.

8. Work daily to improve customer Net Promoter Scores (NPS) and satisfaction ratings.

9. Implement strategies to enhance the overall customer experience.

10. Organize and run regular campaigns and activities to boost student engagement.

11. Drive parents and students to complete all classes on time and support them throughout their learning journey to avoid refunds.

12. Handle social media inquiries and manage urgent escalations as needed.

13. Regularly seek feedback from parents and assign teachers based on their needs and preferences.

14. Facilitate effective communication between parents and teachers to enhance the learning experience.

15. Drive class renewals by ensuring high levels of parent satisfaction.

16. Collaborate with teachers to achieve renewal targets and maintain long-term customer relationships.

17. Oversee operations delivery programs such as Assured Callback, Class Feedback, and Post-Class Ratings.

18. Analyze customer data and feedback to inform actionable improvements.

Skills and Qualifications

- Graduation or equivalent 4-year degree.

- 1-3 years of experience in operations management, preferably in the education or ed-tech sector.

- Prior experience in handling calling flow, like in a call center, is a plus.

- Strong organizational and multitasking abilities.

- Exceptional communication and interpersonal skills.

- Problem-solving mindset with the ability to handle client escalations effectively.

- Proficiency in Google Sheets and task automation.

- Experience with CRM systems, particularly Active Admin 1.2.1.

Key Performance Indicators (KPIs)

- Class Conduction vs Planned

- Refund Rate

- Renewal Rate

- TAT of Teacher Change

- Escalation Resolutions

- Customer NPS

- Teacher Absence Rate

Desired Soft Skills

- Analytical mindset with a core competency in people management.

- Self-driven and meticulous planner with an eye for detail.

Why Join Us

- Be part of a mission-driven company transforming education.

- Work in a dynamic, fast-paced environment with a talented team.

- Opportunities for professional growth and development.

How to Apply

Interested candidates can apply through https://forms.gle/d7q3pZG331SjMC7v8

Join us at PlanetSpark and be a part of our mission to revolutionize education!