Service Delivery Manager - Learning Center

Responsible for ensuring quality delivery of Berlitz services to customers to maximize lesson delivery and re-enrollment, including face to face and online students.•Manage operation and monitor KPIs including Total Revenue, ARPL, EBITA, lesson volume and operational costs; present any reports related to results as applicable.•Re-enrollment management: work from the first lesson to ensure customers reach their goal or reenroll until they do. We do this by consistently exceeding expectations in lesson quality and service.•Ensure the proper staffing of programs. Work in conjunction with Recruiting Team and Academic Specialist to maintain instructor capacity and fulfillment of programs•Support all programs by analyzing students' needs, identifying appropriate materials and coordinate with academic specialist and Quality Assurance in creating specialized curricula as required•Manage instructor availability. Support local scheduling functions: post schedule daily making necessary adjustment; Coordinate as needed substitutions for instructors in cases of illness, inability to travel or planned vacations.•Manage all processes in-center including materials, payments, adhering to corporate policies and procedures, LCMS data and GL close.•Support local group management including new group formation and re-enrollments•Effectively communicate student objectives to LC staffinstructors as needed.•Manage collections and receivables including monthly receivables report.•Ensure programs are being scheduled throughout based on contracted lessons for all students•Achieve lesson plan by driving lessons per day, week, month•Ensure optimal Learning Center appearance.QUALIFICATIONS AND EXPERIENCE:•College degree or equivalent experience•Exceptional interpersonal and communication skills•Strong customer service skills•Sales experience strongly preferred•Successfully complete all Berlitz Sales and Operations modules as agreed with the Learning and Development•Be able to take initiative and work independently•Be flexible in working hours•Be fluent in English (proficient in spoken and written English). A second language is desirable.•Proficiency in Internet and Microsoft applications (Outlook, Word, Excel, PowerPoint) Equal Opportunity EmployerProtected VeteransIndividuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Created: 2025-02-17