Global Care Manager

ONE WORLD INTERNATIONAL SCHOOL PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading international school in Singapore seeks a Global Care Manager to lead the parent support team, managing inquiries and optimizing services for students and parents. The ideal candidate will possess strong communication and relationship management skills, with at least 5 years in customer service and managerial experience. A Bachelor's degree is required, and a Master's degree is preferred. This role offers a dynamic work environment focused on enhancing parent engagement and satisfaction.

Qualifications

• At least 5 years of experience in customer service/sales and marketing.
• Minimum 2 years in a managerial/lead role.
• Prior experience in an educational setting preferred.

Responsibilities

• Manage, coach and lead the Parent support team.
• Handle day-to-day parent queries/requests/complaints.
• Produce and deliver performance reports to senior management.

Skills

Excellent communication and interpersonal skills

Strong relationship management skills

Proficient in parent support ticketing software (e.g., Zendesk, Salesforce)

Analytical and data-driven approach to problem-solving

Ability to work under pressure and handle complex parent issues

Education

Bachelor's degree in any stream

Master's degree (MBA) preferred

Job description

At One World International School, our mission is to develop inquiring, compassionate, reflective lifelong learners who respect all cultures and care for our world. Our vision is that we aspire to be leaders in providing world-class quality and affordable education to all students with an emphasis on values, collaboration, creativity and service to others.

OWIS is looking at appointing a Global Care Manager who will lead and manage the support team at OWIS Singapore campuses. She/He will also manage the parent support team, set up processes to handle parent inquiries in the most efficient way possible and work with other functions to optimize support services for students and parents.

Key Responsibilities

Leadership & Team Management

• Manage, coach and lead the Parent support team to deliver their best performance.
• Train, develop and coach new team members to get started
• Create a clear path for the team to share goals and KPIs, while staying on top of performance.
• Create positive moral with your team by doing team work.

Parent Support and Engagement Activity

• Responsible for managing the day-to-day parent queries/requests/complaints of each campus in order to provide timely and accurate resolution on parent inquiries.
• Track parent support tools (i.e., CRM systems, helpdesk system), ensuring proper use and optimization.
• Track withdrawals along with action plan to reduce at each campus
• Build and sustain a rich base of knowledge and parent self-help resources.
• Parent satisfaction and issue resolution
• Serve as an escalation point for complex or high priority parent issues, ensuring quick and effective resolution.
• Analyze Parent feedback and improve for better parent experience.
• Track parent satisfaction metrics like CSAT and NPS, and always aim to get better based on your parents' feedback.
• Use parent interaction feedbacks to provide insight into shaping product development and business strategies.
• Create and develop parent engagement activities to create positive impact and help in retention

Reporting & Analytics

• Produce and deliver regular parent-facing support performance, trend, KPI reports to senior management.
• Use data and analytics to analyze parent behavior trends, efficiencies and service gaps.
• Publish Daily/Weekly/Monthly Dashboards.

Qualifications

Education

• Bachelor's degree in any stream
• Master's degree (MBA) is preferred but not mandatory.

Experience

• At least 5 years of experience in customer service/sales and marketing, with at least 2 years in a managerial/lead role.
• Prior experience working in an educational setting preferred.

Skills

• Excellent communication and interpersonal skills.
• Strong relationship management skills
• Proficient in parent support ticketing software (e.g., Zendesk, Salesforce, etc.).
• Analytical and data-driven approach to problem-solving.
• Ability to work under pressure and handle complex parent issues.