Reported successfully

About Wall Street English

Wall Street English Myanmar is a member of Wall Street English International with 6 centers across Myanmar. With over 8 years of operating in Myanmar, we have supported more than English training to over 5,000 adult learners on their journey to mastering English. As a trusted provider of English language education, we combine global standards with local expertise to help students unlock life-changing opportunities.

1. Teaching Schedule Management

• Coordinate with teaching management to consolidate monthly teaching hour requests across all centers.
• Develop and maintain a national teaching schedule aligned with center demand, teacher availability, and cost-efficiency.
• Implement data-driven strategies to forecast center demand and manage peak periods.
• Monitor teaching hour utilization and proactively resolve scheduling conflicts or last-minute adjustments.

2. SOP Execution & Service Quality Monitoring

• Ensure consistent implementation of all service SOPs, including student touchpoints, class booking, and coaching protocols.
• Conduct regular audits and center visits to observe service delivery and assess SOP adherence.
• Identify execution gaps and partner with Center Customer Experience Managers and Center Service Managers to update and refine SOP documentation, resolve service bottlenecks, and embed best practices.
• Contribute to SOP development, process refinement, and service standardization initiative.
• Lead the execution and effectiveness of bi-annual CSAT and NPS surveys by driving student engagement through targeted awareness initiatives and delivering actionable insights to key stakeholders to enhance service quality.

3. Coach Training & Capability Support

• Design and deliver SOP-based, performance-driven training programs for Coaches, including onboarding, refreshers, and upskilling (both online and in-person).
• Provide on-the-job coaching during field visits to help Coaches adopt the best practices in student engagement and service delivery.
• Promote consistency and knowledge sharing across the national service network.
  • Align with the Head of Customer Experience to deliver training and coaching programs for CSMs and CCXMs.

4. KPI-Driven Support & Operational Reporting

• Track and analyze key operational and service metrics that impact student progress, class efficiency, and internal revenue.
• Provide actionable insights and support to CCXMs and CSMs to improve performance in retention, referrals, and student outcomes.
• Report on center-level service challenges and trends to the Head of Customer Experience, along with recommendations for improvement.

5. Cross-Functional Collaboration & Continuous Improvement

• Collaborate with the Service and Sales teams to align service operations with learning outcomes and revenue goals.
• Coordinate between Marketing and Service teams to align staff availability with center events, workshops, and key engagement moments.
• Support the development of integrated service processes that strengthen cross-departmental collaboration and operational efficiency.
• Stay abreast of continuous platform updates from Wall Street English International and ensure all relevant team members are aware of changes to key features.

The above statements are a snapshot of the duties and responsibilities of the role and are not intended to be an exhaustive list.

• Minimum Academic Requirement: Bachelor’s Degree 
• Minimum Relevant Experience: Minimum 6 years’ experience in the service industry
• Minimum Supervisor Experience: 4 years’ experience in leadership or supervisor role preferred
• Required Oral Language: Fluent Burmese and English Language
• Leadership & Team Management – Strong ability to motivate, coach, and develop a high-performing team while ensuring accountability and service excellence.
• Student Engagement & Customer Service – Skilled in enhancing student experience, managing feedback, and resolving concerns to drive retention and referrals.
• Operational Efficiency – Highly organized with strong problem-solving skills, ensuring smooth center operations, scheduling, and SOP adherence.
• Data-Driven Decision Making – Ability to analyze student progress, class efficiency, and service performance to optimize outcomes.
• Collaboration & Event Planning – Experience in coordinating events and working cross-functionally with Sales, Marketing, and Academic teams.
• Technical Proficiency – Comfortable with MS Office, CRM tools (HubSpot or similar), and digital learning platforms.
• Adaptability & Professionalism – Thrives in a fast-paced environment, embraces continuous learning, and maintains high integrity.
• Flexibility – Willing to work a rotational schedule, including weekends and evenings, with a strong sense of commitment.
• Leadership & Coaching: Able to guide, train, and support frontline teams to meet service standards
• Customer Service & Student Engagement: Drives retention and referrals through quality service delivery