Business Operations Officer

About the role

The Operations Officer acts as a bridge between the organization's strategic objectives and day-to-day execution, ensuring the smooth delivery of tutor-matching services and educational technology solutions. The role covers client relationship management, business correspondence, customer service, account management and general office administration.

Key responsibilities

• Improve the efficiency of core programs, especially tutor recruitment, screening, matching and session scheduling
• Maintain and oversee the learning technology infrastructure, hardware and software
• Set and track KPIs for the tutor-matching platform and educational tools
• Remove bottlenecks in tutor onboarding, scheduling, payments and support
• Ensure tutoring sessions meet quality and safety standards and deliver personalized learning plans
• Collect feedback from tutors, learners and users and resolve pairing and technical issues
• Provide timely customer support to users, learners and tutors
• Support the design and delivery of digital learning materials
• Manage office inventory, facility maintenance (utilities, repairs, HVAC) and supervise cleaning and hygiene
• Collaborate with product development, marketing and academic units, and keep parents, tutors and learners informed
• Update stakeholders on operational progress and set weekly, monthly and quarterly OKRs

Required profile

• Proven experience in operations management, client relations and office administration
• Strong background in customer service and account management
• Ability to handle business correspondence and communicate professionally with diverse stakeholders
• Experience with educational technology systems or similar environments is highly beneficial
• Ability to lead teams and ensure quality and safety standards

Required skills

• Monitoring performance metrics and driving process improvements
• Logistics coordination, inventory management and facility maintenance
• Proficiency in OKRs and cross-departmental collaboration