Senior Tutor Operations Manager

JOB SUMMARY

The Senior Tutor Operations Manager is responsible for overseeing the day-to-day operations of assigned client accounts, ensuring exceptional service delivery and strong client satisfaction. This role involves close collaboration with internal teams and direct management of teachers to meet client expectations, optimize operational performance, and drive account growth.

KEY RESPONSIBILITIES

1. Client Success & Retention

• Achieve client satisfaction and retention across assigned accounts.
• Build and maintain strong client relationships to foster trust and long-term partnerships.
• Conduct regular check-ins and strategic reviews to gather feedback and identify growth opportunities.
• Act as the primary liaison between the client and internal teams to resolve issues promptly.

2. Revenue & Margin Growth

• Meet or exceed account revenue and gross margin targets.
• Collaborate with internal stakeholders to create account strategies that align with financial objectives.
• Identify upsell and expansion opportunities within the account.

3. Operational Efficiency

• Ensure high lesson fulfillment rate and maintain low teacher idle time.
• Oversee day-to-day account operations, including teacher allocation, scheduling, and lesson delivery.
• Streamline processes to reduce costs without compromising service quality.
• Ensure accurate, on-time invoicing and budget management.

4. Teacher Performance & Retention

• Maintain a high teacher retention rate and improve average performance ratings.
• Recruit, vet, and onboard high-quality teachers aligned with client expectations.
• Observe lessons, provide actionable feedback, and coach teachers to improve delivery.
• Address performance issues swiftly and fairly to maintain standards.

5. Quality Assurance

• Maintain consistent lesson quality scores above target benchmarks.
• Monitor lesson delivery metrics including student feedback, error rates, and lesson completion.
• Work closely with Lesson Support and Training teams to implement quality improvement initiatives.

6. Data & Reporting

• Deliver clear, actionable reports to clients and leadership on a regular schedule.
• Track and analyze KPIs such as booked lessons, teacher utility, quality scores, and attendance.
• Use insights to drive decision-making and propose strategic improvements.

7. Scalability & Growth

• Successfully scale teacher headcount and service delivery in response to client growth.
• Align internal resources with client demand and project future needs accurately.
• Lead onboarding and ramp-up efforts for new projects or service expansions.

QUALIFICATIONS

• Bachelor's degree in Education, Business Management, Communications, or a related field.
• Minimum of 3 years' experience in leading a team of online ESL teachers, as mentor, trainer, team leader or supervisor.
• Minimum of 2 years' experience in B2B client management and with a proven track record in growing accounts.
• Skilled in lesson observation, feedback, and coaching.
• Proven track record of leading teams and achieving performance goals in a service-driven environment.
• Strong interpersonal, leadership, and coaching skills.
• Excellent written and verbal communication skills in English.
• Highly organized with strong analytical and decision-making capabilities.
• Proficient in using productivity tools, spreadsheets, and performance management systems.
• Familiarity with online teaching platforms and ESL industry standards is a must.

WORK SET-UP AND REQUIREMENTS

• Schedule: May require flexible hours but with focus on mid-shift (start of shift at 12NN or 1PM)
• Workdays: Five-day workweek with two rest days.
• Location: Fully remote
• Desktop/laptop with Intel i5 (10th gen) or 8GB RAM or higher
• Minimum 25 Mbps internet speed with backup connection
• Backup power supply for at least 8 hours

WHY WORK WITH US

• Support Educators Globally: Play a key role in supporting our network of expert tutors as they teach learners in 30+ countries across the Americas, Europe, the Middle East and Asia-Pacific
• Remote-First Culture: Work from home while being part of a collaborative, inclusive team. We meet in person quarterly to strengthen team connections and drive innovation.
• Structured Flexibility: Flexible but structured hours that help balance your work and life while maintaining work efficiency.
• Professional Growth: Gain advanced skills in strategic hiring, operational scaling, and decision-making to one of Southeast Asia's fastest-growing startups, recognized with prestigious industry accolades
• Appealing performance-oriented compensation
• Healthcare benefit: HMO for you plus 1 free dependent
• 30 days paid leave