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Job Details
Job Description
1/ About Kids&Us:
- Kids&Us was founded in Manresa, Barcelona, in 2003. The success of the method and the business model brought a rapid expansion, both in Spain and internationally, which has led to the company opening schools on four continents and being able to maintain exponential growth over the last few years.
- Kids&Us is a successful business model, with a proven track record that goes back to 2003 and which, at the time of writing, has approximately 150,000 students in 486 schools throughout 9 countries.
- Kids&Us wants to set a benchmark and be the world's leading brand in English learning for children from the age of 1 year old. The success of Kids&Us is based on its own teaching methodology.
2/ Job Content:
- Job Summary:
- The Service Operations Specialist/Executive is responsible for implementing and supporting in processes of converting Service/Commercial strategy into consistent, on-time execution across all Kids&Us Vietnam centers. The role focuses on Service Operations coordination, Customer Experience, and Parent Communication — tracking, reporting, and enabling Schools to deliver against Country-level plans.
- Acting as the operational and administrative bridge between Country-level Service strategy and execution at the school level; The Service Operations Specialist/Executive consolidates customer insights, follows up on action plans, and helps identify and scale best practices, freeing the Country Service Manager to focus on strategic and people-management priorities.
- Key Areas of Responsibility:
- Service Operations Coordination: Coordinate day-to-day service operations across schools to ensure consistent execution of Country-level plans
- Track center capacity, headcount, and license status across all schools.
- Manage, update teacher scheduling, facilities follow-up, vendor coordination, and purchasing requests.
- Maintain SOP tracking, operational timelines, and action plans, following up on outstanding items.
- Identify delays, risks, or execution gaps at the School level and escalate to the Country Service Manager.
- Customer Experience & Parent Communication: Drive execution of approved Customer Experience initiatives and consolidate parent insight to inform continuous improvement
- Coordinate Parent Surveys, NPS/CSAT collection, and consolidation of Parent Voice feedback.
- Track complaints, escalations, and the Parent Journey, following up with Schools on resolution.
- Support Customer Journey Mapping and coordinate execution of WOW Service initiatives.
- Prepare Customer Experience insights and reports for the HOC/Country Service Manager.
- Family Events & Ceremony Coordination: Coordinate logistics for events and activities that strengthen parents and family experience
- Coordinate Family Events, Graduation/Ceremony logistics, and Parent Meeting logistics.
- Track timelines, documentation, and on-site execution together with Schools.
- Support referral campaigns and family/community engagement activities.
- Data, Reporting & Meeting Coordination: Consolidate Service data and coordinate meeting cadence to keep stakeholders aligned
- Prepare Service KPI reports, dashboard updates, and Teamflect tracking.
- Coordinate Service-related meetings; prepare agendas, minutes, and action-item follow-up.
- Consolidate monthly reports and School Service updates for the Country Service Manager.
- Cross-Functional Coordination & Continuous Improvement: Partner across functions and drive ongoing improvement of Service processes
- Coordinate with other departments (Academic, Sales, Marketing, HR, IT, Facility Management...) to resolve all service operation-related matters as needed.
- Identify recurring operational issues and propose data-driven improvements.
- Document and help standardize Best Practices across centers.
While the above includes a description of the essential functions of the position, other duties may be assigned. This job description is subject to change at the discretion of management.
Candidate Requirements
1/ Qualifications & Experience Required:
- Education: Bachelor's degree in Business Administration, Communications, or a related field.
- Languages: Fluent Vietnamese and good English communication skills, both written and verbal.
- Experience: Minimum 2 years in operations coordination, customer service, or service administration, ideally within education, retail, or hospitality.
- Exposure (preferred): Prior experience with customer feedback systems, reporting/dashboard tools, or cross-functional project coordination.
2/ Required Competencies:
- Customer Experience Mindset: Genuinely cares about parent and student experience, and instinctively suggest improvement of Service Operation at Center level.
- Project & Timeline Coordination: Be able to manage multiple initiatives running in parallel across different centers, keep timelines, owners, and deliverables clearly tracked and visible.
- Strong Follow-Up Discipline: Consistently closes the loop on action items and commitments rather than letting them fall through the cracks, chasing updates from Schools and stakeholders as needed.
- Communication & Collaboration: Communicates clearly and diplomatically with Center employees, parents, and cross-functional teams; builds trust and cooperation even without formal authority over the people involved.
- Data Consolidation & Basic Analysis: Comfortable pulling together data from multiple sources — surveys, reports, dashboards — and turning it into clear, actionable summaries for management.
- Problem Solving & Attention to Detail: Notices inconsistencies or gaps early, thinks through practical solutions, and executes with a high level of accuracy under time pressure.
- Organization & Prioritization: Manages a high volume of parallel tasks and deadlines, prioritizing effectively based on business impact and urgency.
- Execution Excellence & Cross-Functional Collaboration: Delivers reliably on commitments and works effectively with other departments to get things done end-to-end.
3/ Availability: 6 days/week (includes 1 weekend day), with occasional flexibility required to support School events, ceremonies, or urgent operational matters outside regular hours.
Benefits
- 100% salary during the 2-month probation period
- Full salary-based social insurance contribution after 2 months;
- Guided and trained by a team of experienced and professional mentors;
- 15 days of annual leave (not including public holidays);
- English lessons at Wall Street English;
- Personal insurance package from the first working day;
- Work in an English-speaking environment with young, open-minded, and friendly colleagues and managers;
- Opportunities for promotion and quarterly salary reviews based on performance.
Address and Time work
Location
- Hồ Chí Minh: 21 Lê Quý Đôn quận 3 cũ, Phường Xuân Hòa (Phường Xuân Hòa thuộc Quận 3 cũ)
Work Schedule
- 6 ngày/tuần, ưu tiên hỗ trợ được ca chiều tối và cuối tuần khi trung tâm cần.
How to Apply
- Ứng viên nộp hồ sơ trực tuyến bằng cách bấm Ứng tuyển ngay dưới đây.
Hạn ứng tuyển: 18/11/2026
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