Continuing Education Manager

Jobtailor

Rio de Janeiro

Presencial

BRL 120 000 - 180 000

Tempo integral

14 dias+

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Resumo da oferta

Jobtailor in Rio de Janeiro seeks an experienced leader to manage student support and customer experience teams, driving performance and process improvements across departments.

You will monitor KPIs and SLAs, develop action plans, and lead transformation projects to enhance the student journey and retention in the education sector.

Qualificações

Bachelor's degree is required.
Proven experience managing student support, client relationship or customer experience teams.
Experience managing KPIs, targets, SLAs and performance monitoring.
Experience leading teams and developing people.
Knowledge of operational processes and continuous improvement methodologies.
Financial knowledge to monitor indicators and the area's budget.
Experience in the education sector.
Experience with postgraduate, continuing education, non-degree courses or higher education.
Experience in operational transformation projects and team restructuring.
Knowledge of Customer Experience (CX), Customer Success or customer journey management.

Responsabilidades

Lead teams responsible for student support and certification processes.
Ensure excellence in the student journey by delivering quality, speed, and effective resolution in all interactions.
Monitor and develop performance, quality, SLA and student satisfaction indicators.
Drive continuous improvement of operational processes, promoting greater efficiency and integration across departments.
Manage administrative requests and support the financial monitoring of the operation.
Design and implement action plans to improve the area's results.
Lead transformation and operational restructuring projects.
Develop and engage teams, fostering a culture of excellence, accountability and customer focus.
Work closely with partner areas to ensure alignment and fluidity of processes.
Identify opportunities to improve the student experience and propose innovative solutions to increase satisfaction and retention.

Conhecimentos

Team Leadership

KPI Management

SLA Management

Customer Journey

Budget Monitoring

Transformation Project Management

Operational Processes

Education Sector

Continuous Improvement

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Lead teams responsible for student support and certification processes;
Ensure excellence in the student journey by delivering quality, speed, and effective resolution in all interactions;
Monitor and develop performance, quality, SLA and student satisfaction indicators;
Drive continuous improvement of operational processes, promoting greater efficiency and integration across departments;
Manage administrative requests and support the financial monitoring of the operation;
Design and implement action plans to improve the area's results;
Lead transformation and operational restructuring projects;
Develop and engage teams, fostering a culture of excellence, accountability and customer focus;
Work closely with partner areas to ensure alignment and fluidity of processes;
Identify opportunities to improve the student experience and propose innovative solutions to increase satisfaction and retention.

Requirements

Bachelor's degree;
Proven experience managing student support, client relationship or customer experience teams;
Experience managing KPIs, targets, SLAs and performance monitoring;
Experience leading teams and developing people;
Knowledge of operational processes and continuous improvement methodologies;
Financial knowledge to monitor indicators and the area's budget;
Experience in the education sector;
Experience with postgraduate, continuing education, non-degree courses or higher education;
Experience in operational transformation projects and team restructuring;
Knowledge of Customer Experience (CX), Customer Success or customer journey management.

Core Competencies

Demonstrates expertise in managing student support and customer experience teams, with a strong focus on performance monitoring, operational transformation, and continuous improvement methodologies. Proven ability to enhance student satisfaction and retention through effective leadership and innovative solutions.

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