Senior Center Manager

Job Purpose

The Senior Center Manager (SCM) is responsible for leading and managing a group of centers to ensure operational excellence, achievement of business targets, and alignment with ILA’s strategic goals. This role oversees day-to-day operations, sales performance, customer service, and government relations. The SCM plays a critical role in driving center growth and ensuring consistent service quality through effective team leadership and cross-functional coordination.

Responsibilities

1. Strategic & Operational Leadership

• Develop and execute quarterly and annual strategies tailored to each center group (mature, developing, new)

• Lead performance reviews, assess center health, and reset priorities based on business needs

• Ensure alignment of center operations with company goals and compliance standards

• Monitor center KPIs and drive action plans to achieve or exceed targets

2. Business Development

• Manage and support sales performance across centers to meet enrollment and revenue goals

• Collaborate with Marketing to plan and execute local and tactical campaigns

• Identify underperforming centers and implement recovery strategies

• Analyze market trends and propose center-specific business growth initiatives

3. Customer Experience & Service Quality

• Support Training & Academic teams to ensure high-quality service delivery

• Monitor customer feedback and drive service improvement plans

• Promote and maintain consistent customer care standards across centers

4. Center Operations Management

• Oversee day-to-day operations across multiple centers, ensuring smooth workflows

• Manage facilities and ensure compliance with safety and operational policies

• Coordinate with relevant departments to resolve operational issues efficiently

5. Team Management & Development

• Lead, coach, and develop Centre Managers to enhance team performance and ownership

• Drive a culture of accountability, collaboration, and continuous improvement

• Support recruitment, onboarding, and training for key center roles

• Facilitate performance reviews and provide development feedback

6. Financial Oversight

• Monitor and control center budgets to ensure cost efficiency

• Analyze financial performance and provide insights to improve profitability (EBITDA)

• Collaborate with Finance team on forecasts and reporting

7. Government & External Relations

• Act as the company representative in dealings with local authorities

• Ensure centers comply with local regulations and reporting requirements

• Bachelor's degree or higher (preferably in Business Administration, Education Management, or related field)

• Minimum 5 years’ experience in a foreign-invested company; education industry experience is preferred

• Proven track record of managing multi-site operations and leading teams

• Strong understanding of business metrics, customer service, and sales operations

• Strong leadership and team management skills

• Strategic thinking and business acumen

• Excellent communication, interpersonal, and negotiation skills

• Analytical and logical problem-solving abilities

• Ability to manage complexity and prioritize in a dynamic environment

• High sense of ownership and initiative

• Fluent in Vietnamese and English (both spoken and written)

• Proficient in Microsoft Office tools (Excel, PowerPoint, Word, etc.)