Director of Operations

2 months ago

Kelowna, British Columbia, Canada Sylvan Learning - Kelowna, BC Full time
Job Summary

The Director of Operations is responsible for overseeing the overall customer experience, sales, and local marketing strategies of the Center to achieve performance goals and grow the business.

The Director of Operations is also responsible for managing the day-to-day Center operations to ensure a consistent, quality educational experience for customers while managing costs.

He/she ensures that policies and procedures are executed according to company standards.

The Director manages and coaches Center staff and serves as the principle point of contact for the Franchisee.

Key Responsibilities
  • Customer Service: Ensures timely and high-quality personal customer service response to all inquiries; Ensures calls get answered during business hours
  • Center Operations: Manages the day-to-day operation of the Center
  • Sales and Revenue: Meets sales and expense financial targets
  • Performance Monitoring: Monitors and tracks Center performance, Profit and Loss controls, revenues, expenses, and fee collection; Recommends and implements interventions to improve performance
  • Staff Management: Selects, develops, motivates, and monitors Center staff; Conducts regular performance reviews
  • Communication: Reviews all corporate communication and ensures communications flow to the Center's staff
  • Instructional Management: Supports Director of Education with ensuring good instructional management
  • Customer Lifecycle: Confers with customers at each stage of the customer lifecycle; Directs the sales and service process throughout the customer lifecycle to keep customers enrolled
  • Marketing and Sales: Manages marketing and sales activities to drive new enrollments
  • Relationship Building: Establishes and maintains collaborative relationships with teachers, educational specialists and other school administrators and parent/teacher organizations
  • Center Appearance: Ensures the professional appearance of the Center according to company standards
  • Compliance: Ensures adherence to established company operating standards with particular attention to customer safety and well-being
Requirements
  • Education: Four year degree required
  • Experience: A minimum of three years of customer service experience; Retail sales experience preferred
  • Technical Skills: Experience using Microsoft Office and other standard business applications used by the Center
  • Knowledge: Knowledge of general office equipment such as copiers, printers, and office phones
  • Preferred Skills: Experience using social media (Facebook, Twitter, etc.) preferred; Familiarity with instructional technology and tablet computers preferred

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