Job Requirements
Skills
Job description for 營運業務主任 Service Operations Manager at PenguinSmart
Job Responsibilities
You will have the opportunity to quickly develop a range of skills in this role:
- Leadership:
- Build, lead, and train customer success & operations team in Taiwan while personally getting involved in service delivery; assist in hiring & managing speech therapists
- Coordinate with other teams in the company to drive new initiatives and product launches; reflect customer needs to rest of company
- Guide team to achieve service quality and efficiency goals
- Client Experience Management:
- Oversee and optimize service experience for customers worldwide; proactively plan initiatives to increase customer satisfaction, retention, and referrals
- Effectively resolve customer concerns; able to both motivate and deescalate
- Regularly communicate with customers and represent the voice of customers to internal teams
- Operations:
- Coordinate speech language pathologist team as well as customer success & operations team to provide remote communication therapy support services
- Create and continuously optimize internal processes to support scale
- Project Management:
- Serve as on-the-ground contact for academic research cooperation
- Support organizational customers and projects (may involve some travel)
- Inbound Sales (as needed): Consultative selling to inquiring families, including online chat and calls; track & optimize sales process
- Marketing Operations (as needed): Collect user feedback and develop online /social marketing campaigns and activities to increase leads & engagement, including user story content collection and creation, recommend and coordinate managingonline community
Must Haves
- Bachelors Degree or above
- 5+ years of relevant professional experience, with exposure to startups
- Cross-disciplinary background in customer service, business operations, or project management, preferably in one of the following fields: medical, nursing, education, psychology, health management
- Strong logical problem-solving: when you encounter a problem, you proactively look for solutions or create a plan to find a solution
- Excellent interpersonal & professional communication skills (Chinese and English): you will interact with a broad range of ages, cultures, and professional positions (from interns to CEOs)
- Goal-oriented and self-managing: can plan tasks and manage own priorities & time to reach goals without requiring step-by-step instructions and constant oversight
- Hunger to teach yourself & to constantly improve: you like to learn new things and then teach others, rather than wait to be taught; you always imagine ways to do things better
- Can adapt quickly to a fast-changing environment: learn new tools on your own, courage to be stretched professionally, fast learner and good listener
- Comfortable with ambiguity: you can move forward when faced with uncertainty; in fact, you like bringing order to uncertain situations
- Management experience: you will be building and leading a new team
- Humility and good sense of Humor: especially critical for a remote team
Good to Have
- Related experience with disadvantaged families or developmentally delayed children
- Consultative selling or customer support experience
- Project or team management experience
- Previous professional or personal experience in mainland China
Additional Details
- Time Commitment: Full time
- Compensation: Annual base salary of 540,000-700,000 NTD with flexibility to work from home, stock options, generous time-off, and bonus depending on team performance
- Location: Taipei. The candidate will also have chances to interact with other teammates who are distributed across the US, Taiwan, and mainland China.