What you will do:

• Strategic Leadership: Manage multiple teams via Team Leads to achieve retention targets and define operational frameworks aligned with business goals.
• Performance & Coaching: Oversee daily metrics (CSAT, Retention, Response Rate) and provide coaching specifically to Team Leads.
• Cross-Functional Optimization: Collaborate with Academic, Sales, and Product teams to optimize the end-to-end student journey.
• Process & Tools: Develop SOPs/knowledge bases and drive the adoption of CRM and AI automation tools to improve efficiency.
• Reporting: Present high-level service performance reports with actionable insights to senior management.

Requirements:

• Experience: Minimum 5 years in Customer Service/Education, including at least 3 years in a Managerial role leading teams/supervisors.
• Education: Bachelor’s degree or above (Master’s preferred).
• Skills: Proven ability to influence stakeholders, drive CX improvements, and manage complex cross-functional projects.
• Tech Savvy: Familiarity with CRM systems, reporting dashboards, and service automation tools.

Other benefits & highlights:

- Social & medical insurance (individual, not family-covered)

- Vacation: 21 days per year

- On-the-job training provided

Work location & hours :

- Sunday - Thursday: 12 PM - 9 PM (breaks: 2:45 PM - 3 PM, 5 PM - 6 PM)

- Saturday: 12 PM - 4 PM (breaks: 12:45 PM - 1 PM)

Address:

7th-9th Floor, Double View Business center, Street 293, New, Maadi, Cairo Governorate 12468

https://maps.app.goo.gl/dnpFh1YYFknH2iQG8
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