Service Delivery Manager - Learning Center

Job Responsibilities: 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 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 coordinating with academic specialists and Quality Assurance in creating specialized curricula as required. Manage instructor availability. Support local scheduling functions: post schedule daily, make necessary adjustments, and coordinate 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 staff/instructors 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 Learning and Development. Ability to take initiative and work independently. Flexibility in working hours. Fluency 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 Employer/Protected Veterans/Individuals with Disabilities. #J-18808-Ljbffr

Created: 2025-03-01