Student Service Manager at EF International Language Campuses

Shibuya, , Japan -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational leadership, Student welfare, Team management, Crisis management, Customer service, Problem solving, Decision making, Communication, Event planning, Multitasking, Conflict resolution, Staff development, Service delivery, Stakeholder management, Cultural engagement

Industry

Education

Description

Student Services Manager – Tokyo Location: Tokyo, Japan Overview We are looking for a highly capable and accountable Student Services Manager to lead our student services and activities teams in Tokyo. This is a hands-on leadership role responsible for delivering a high-quality student experience for a large international student population. You will oversee daily operations, student welfare, and the overall service journey - ensuring students feel supported, engaged, and cared for throughout their stay. This role requires strong operational leadership, sound judgment, and the ability to perform under pressure. It is not an entry-level role. Key Responsibilities Student Experience & Welfare * Oversee the end-to-end student journey from arrival to departure * Manage student welfare, including health, wellbeing, homesickness, and escalations * Ensure timely and professional handling of student queries (insurance, medical support, accommodation, etc.) * Proactively monitor student satisfaction and follow up on feedback Operations & Service Delivery * Lead daily student services operations for a high-volume school environment * Ensure consistent, high-quality service standards across all touchpoints * Take ownership of complex situations and resolve issues efficiently Emergency & Escalation Responsibility * Act as a key escalation point for serious student issues * Take responsibility for emergency response and decision-making when required * Provide calm, structured leadership during high-pressure situations Team Leadership & Development * Lead, coach, and develop a team of student services and activities staff * Build a proactive, accountable, and service-minded team culture * Ensure clear ownership, effective workflows, and strong team performance Activities & Student Engagement * Oversee the planning and delivery of engaging cultural and social activities (including weekends and trips) * Ensure activities enhance the international student experience in Japan * Bring creativity and energy to student life outside the classroom Profile & Requirements Experience * Minimum 5+ years’ experience in operations, student services, hospitality, or a similar field * Proven experience leading and developing teams (essential) * Experience managing high-volume customer environments (100+ customers/students) * Strong track record of handling complex customer needs and escalations Skills & Attributes * Strong decision-making and problem-solving ability * Calm under pressure with the ability to manage multiple priorities * High level of accountability and ownership * Excellent interpersonal and communication skills Language * Fluent Japanese and strong professional English (spoken and written) Preferred * Experience working with international customers or students * Experience living, studying, or working abroad Working Environment * Fast-paced, customer-focused environment * Requires flexibility, including weekend work and out-of-hours support when needed * High level of responsibility for student welfare and experience Why Join EF At EF, we open the world through education. You will be part of a global team delivering life-changing experiences to students from around the world - while growing your leadership and operational career in an international environment. -------------------------------------------------------------------------------- Student Services Manager（学生サービスマネージャー）｜東京勤務勤務地：東京 -------------------------------------------------------------------------------- ■ ポジション概要東京校にて、学生サービスおよびアクティビティチームをリードいただくStudent Services Managerを募集しています。本ポジションは、留学生の滞在体験全体を支える中核的な役割です。日々のオペレーション管理から学生のウェルフェア対応、サービス品質の向上まで幅広く担い、学生一人ひとりが安心して充実した時間を過ごせる環境づくりをリードしていただきます。現場に深く関わりながらチームを牽引するポジションのため、オペレーション力・判断力・推進力が求められます。経験者向けのポジションです。 -------------------------------------------------------------------------------- ■ 主な業務内容学生サポート・滞在体験の向上 * 到着から帰国までの学生サポート全体のマネジメント * 健康面やメンタルケア、ホームシック対応、トラブル対応など学生ウェルフェア全般の管理 * 保険・医療・滞在先に関する問い合わせ対応の品質管理 * 学生満足度の把握およびフィードバックをもとにした改善推進 -------------------------------------------------------------------------------- オペレーション管理 * 学生数の多い環境におけるサービスオペレーション全体の統括 * すべての接点におけるサービス品質の標準化と向上 * イレギュラー対応や複雑な課題への迅速な意思決定と解決 -------------------------------------------------------------------------------- 緊急対応・エスカレーション * 重大な学生トラブル発生時の一次責任者としての対応 * 緊急時の判断・対応および関係者との連携 * プレッシャーの高い状況でも冷静にチームをリード -------------------------------------------------------------------------------- チームマネジメント * 学生サービスおよびアクティビティチームの育成・マネジメント * 主体性とサービス意識の高いチームづくり * 業務フローの最適化およびチームパフォーマンスの最大化 -------------------------------------------------------------------------------- アクティビティ企画・運営 * 文化体験や交流イベント（週末・トリップ含む）の企画・運営統括 * 日本での留学体験をより価値あるものにするプログラム設計 * 学生同士の交流を促進する魅力的な企画の推進 -------------------------------------------------------------------------------- ■ 応募要件必須経験 * オペレーション、学生サービス、ホスピタリティ等での実務経験（5年以上） * チームマネジメントおよび育成の経験 * 多数の顧客（100名以上規模）を扱う環境での業務経験 * 複雑な顧客対応・トラブル対応の実績 -------------------------------------------------------------------------------- 求めるスキル・人物像 * 状況に応じた柔軟かつ的確な意思決定力 * 複数業務を並行して進められるマルチタスク力 * 強い責任感とオーナーシップ * 高いコミュニケーション能力 -------------------------------------------------------------------------------- 語学力 * 日本語：ネイティブレベル * 英語：業務で支障のないレベル（読み書き・会話） -------------------------------------------------------------------------------- 歓迎条件 * 留学生・外国人対応の経験 * 海外での留学・就業・滞在経験 -------------------------------------------------------------------------------- ■ 働く環境 * スピード感のある、顧客志向の高い環境 * 必要に応じて週末勤務や時間外対応あり * 学生の安全と体験に大きく関わる責任あるポジション -------------------------------------------------------------------------------- ■ EFで働く魅力 EFは「教育を通じて世界を広げる」ことをミッションとするグローバル企業です。世界中から集まる学生の人生に影響を与える体験づくりに携わりながら、国際的な環境でキャリアを広げていただけます。

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Responsibilities

The Student Services Manager will lead daily operations and student welfare initiatives to ensure a high-quality experience for an international student population. This role involves managing a team, overseeing emergency responses, and planning engaging cultural activities.