Operations, Senior Manager at EF International Language Campuses

Zurich, Zurich, Switzerland -

Full Time

Start Date

Immediate

Expiry Date

18 Oct, 26

Salary

0.0

Posted On

20 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

KPI Framework Development, Operational Process Review, Project Management, Stakeholder Management, Data Analysis, Teacher Quality Index, Net Promoter Score, Knowledge Management, Market Intelligence, Budget Planning, Process Mapping, Cross-functional Coordination, Microsoft 365, SharePoint, Tableau, Strategic Planning

Industry

Education

Description

Primary Responsibilities 1. Performance, Quality and Insights * Define, implement, and oversee the KPI framework across all teaching centres, ensuring metrics are meaningful, measurable, and aligned with organisational goals. * Monitor centre performance data on an ongoing basis, identifying trends, risks, and opportunities. * Collaborate with Centre Directors to interpret KPI results and develop targeted action plans where improvement is needed. * Define, implement, and act on the Teacher Quality Index (TQI) across relevant centres, translating data into meaningful operational decisions. 2. Operational Process Review & Efficiency * Continuously review operational processes across all centres, maintaining a clear picture of what is working and what is not. * Proactively identify inefficiencies and propose practical, scalable improvements, ranging from quick wins to longer-term process redesigns. * Document, standardise, and communicate updated processes to centre teams in a clear and accessible manner. * Support KFR preparation and planning, developing a working understanding of cost drivers and budget assumptions to reduce variance and improve adherence to approved budgets. * Identify and support process optimisation, including process mapping across IC centres and report optimisation in Tableau. * Lead the implementation of the Supplemental Fee structure across IC and employee centres, ensuring stakeholder alignment and confirmed functionality. 5. NPS, Quality Assurance & Customer Feedback * Plan and support the bi-annual tNPS (teacher Net Promoter Score) survey cycle, ensuring timely distribution and actionable reporting to Centre Directors and Operations leads. * Synthesise feedback trends into actionable recommendations and track the impact of improvements over time. 6. Engagement Activities * Oversee and coordinate engagement initiatives across centres, ensuring consistent delivery and meaningful impact on centre culture and morale. * Collaborate with Centre Directors to tailor engagement activities to local context while maintaining network-wide coherence. * Track and report on engagement outcomes, surfacing insights to inform future initiatives. * Partner with hiring and academic teams to improve quality frameworks, define benchmarks, and track outcomes over time. * Develop and communicate launch plans for new teacher-facing tools and policies including usage policy, teacher communications, and privacy-sensitive rollouts. * Design and launch a Engagement initiatives for staff and teachers, integrated into existing communications channels. * Support our Rwanda programme by identifying, training, and introducing internationally trained teachers, and maintaining regular check-ins with the in-country team. * Coordinate the Nepal 2027 Volunteer Programme, finalising cohort timelines, recruitment, and logistics. * Define and build Help Centre article access for third-party and special-programme teacher audiences, including relevant system configuration. * Design, implement and evaluate engagement initiatives across centres. * Partner with Centre Directors to tailor programs locally. * Monitor engagement outcomes and recommend improvements. 7. SharePoint & Knowledge Management * Own and maintain the team SharePoint site, ensuring it is well-structured, current, and genuinely useful as a central resource. * Complete and launch centre-specific SharePoint communications sites (e.g. South Africa teacher site), ensuring content quality and adoption. * Actively promote SharePoint adoption across centres, training teams and continuously improving content and navigation based on feedback. 8. Cross-Centre Project Management & Stakeholder Alignment * Project-manage initiatives that require alignment between multiple centres and central stakeholders, keeping workstreams on track and clearly communicated. * Build and maintain relationships with key stakeholders across the organisation to enable smooth collaboration. * Facilitate regular touchpoints, update communications, and progress reporting across relevant projects. * Support the preparation and planning for key events, including in-person conferences and OKR planning sessions. 9. Centre Director Support & Market Intelligence * Act as a trusted partner to Centre Directors, providing support on centre-specific challenges, goals, and strategic needs. * Facilitate knowledge-sharing between centres, helping teams learn from each other's experiences and solutions. * Represent centre perspectives in central discussions, ensuring local realities inform strategic decisions. * Commission and deliver market intelligence (e.g. competitor analysis) to inform compensation, hiring strategy, and operational decisions. * Support Employment Equity (EE) compliance where applicable, including documenting targets and obligations, facilitating alignment sessions, and tracking progress.

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Responsibilities

The role focuses on driving KPI excellence, operational efficiency, and quality assurance across global teaching centres. It involves managing teacher engagement initiatives, overseeing knowledge management via SharePoint, and aligning cross-centre projects with central stakeholders.