Fulfilment / Operation Manager

We’re seeking a Fulfilment / Operation Manager to lead our Student Service team, ensuring the smooth execution of courses and exceptional service delivery. This role primarily focuses on managing student support functions, coordinating course operations, and optimizing backend systems such as CRM. It’s ideal for a proactive leader with strong organizational and people management skills, a passion for education, and an interest in Chinese metaphysics.

Key Responsibilities:

1. Course & Event Fulfillment

Coordinate end-to-end course delivery, including pre-course setup, live sessions, and post-course follow-ups.

Liaise with consultants, venue providers, third-party vendors (e.g., printing, AV systems), and internal departments for seamless program execution.

Manage Zoom webinars, breakout room activities, case study sessions, and track student participation.

2. Student Support & Communication

Handle student inquiries via email and other channels, including complaints, refund requests, and logistics support.

Craft professional communication templates (e.g., replay requests, reminder emails, ticketing updates).

Monitor and improve the student experience across all touchpoints.

3. CRM & Data Operations

Work with a data analyst team to implement and optimize CRM workflows (e.g., Odoo).

Track student sign-ups, payments, TOA signing, bonus fulfillment, and attendance.

Develop and use reports to identify fulfillment bottlenecks and improvement opportunities.

4. Engagement & Activity Planning

Develop metaphysics-based learning games for live events to enhance understanding and participation.

Coordinate speaker segments, student sharing, and group discussions.

5. Process & System Improvements

Document SOPs (e.g., product code creation, email workflows, ticket automation).

Support cross-functional alignment between fulfillment, sales, and customer experience departments.

Qualifications:

Diploma or Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.

Background in education, operations, customer service or event management preferred.

Proficient in managing live Zoom events and logistics.

Experience in CRM systems (e.g., Odoo) and working with data analysts.

Excellent written and verbal communication skills in English and Mandarin.

Strong organizational and multitasking skills with attention to detail.

Interest or familiarity in Chinese metaphysics is a plus.

Proficiency in Microsoft Office and student management systems or CRM software.

Staff Benefit:

EPF, SOCSO, medical claim and hospitalization insurance.

Limited work-from-home (WFH) days.

Yearly performance bonus and increment.

Monthly Birthday celebration and sports activities.

Discounted company products and services.

Education support on Chinese Metaphysics studies.

Local and international trip opportunities.

Working hour: Monday to Friday 9.30am to 5.30pm, Saturday 9.30am to 1.00pm (Onsite)