Programme Operations Manager

About The Role

This is a hands-on, build-and-run role responsible for activities that directly affect enrolment, parent experience and programme quality. The Programme Operations Manager leads the enquiry and enrolment process, oversees the family journey, builds the operating systems needed to run the programme, and coordinates programme delivery in China.

The role supervises two part-time Parent Liaisons and works across marketing, programme operations and external partners to ensure clear handovers, reliable information and consistent delivery. It also supports partnership development and translates confirmed opportunities into practical programme plans.

Key Responsibilities:

Lead enquiry conversion

• Supervise and support two part-time Parent Liaisons.
• Build and maintain a clear system for tracking leads, enrolments, follow-ups and next actions.
• Review the enrolment pipeline weekly, identify barriers and coordinate action to improve conversion.
• Ensure every qualified enquiry receives timely and appropriate follow-up.
• Handle complex parent questions and concerns with sound judgement and clear communication.
• Provide additional enquiry coverage when required.

Oversee the parent experience

• Manage the family journey from enrolment through programme completion.
• Ensure parents receive clear preparation, reassurance and timely communication at each stage.
• Coordinate responses to sensitive, urgent or high-risk cases.
• Ensure every cohort produces visible evidence of children’s learning and growth for parents.
• Review parent feedback, identify recurring issues and coordinate effective resolutions.

Build effective operating systems

• Create and maintain the essential spreadsheets, checklists and workflows needed to run the programme.
• Maintain one reliable source of information for leads, enrolments, programme dates and capacity.
• Ensure smooth handovers between marketing, Parent Liaisons and programme operations.
• Reduce repetitive manual work and reliance on individual knowledge.
• Improve systems after each cohort using operational experience and stakeholder feedback.

Coordinate programme delivery in China

• Maintain an accurate calendar of programme dates, capacity and enrolment deadlines.
• Confirm readiness for staffing, schedules, safeguarding and parent communications.
• Identify and address capacity, safety and delivery risks early.
• Ensure programme delivery is aligned with commitments made to parents and partners.
• Monitor delivery standards and intervene promptly when issues arise.

Support events and business development

• Support partnership development with enrichment centres and international schools.
• Coordinate information sessions, pilot requirements and partner launch plans.
• Translate confirmed partnerships into clear, practical and deliverable programme plans.

Qualifications and Experience:

• Diploma or bachelor’s degree in business administration, education, hospitality, marketing, communications, operations management or a related discipline; equivalent relevant experience may be considered.
• At least five years of relevant experience in programme operations, admissions or enrolment, customer service, parent relations, or another service-delivery environment.
• Demonstrated experience managing the end-to-end customer or family journey, including enquiries, conversion, onboarding, ongoing communication and issue resolution.
• Experience supervising, coaching or coordinating team members, including allocating work, monitoring follow-ups and maintaining service standards.
• Proven ability to design and maintain practical operating processes, trackers, checklists and cross-functional workflows.
• Strong spreadsheet capability, including maintaining structured data, monitoring pipelines and capacity, producing operational reports, and identifying follow-up actions.
• Experience coordinating multiple programme dates, deadlines, stakeholders and operational requirements simultaneously.
• Strong written and verbal communication skills, with the judgement and discretion to manage sensitive, urgent or escalated parent and stakeholder matters.
• Demonstrated ability to identify operational risks, take ownership of problems and coordinate timely resolutions.
• High attention to detail, sound judgement and a hands-on, adaptable working style.
• Ability to work effectively with internal teams, external partners and stakeholders across different locations and cultures.