The Operations & Client Experience Lead

Your tasks

We are looking for an Operations & Client Experience Lead who understands that we are in a human-centric business, not a remote tech startup. This role is the internal anchor for our administration and the frontline anchor for our community. You will relieve our administrative bottlenecks, ensure swift lead-to-trial conversions, and act as the vital human bridge between parents and the school to protect retention and eliminate churn.

1. Admin Operations & Funnel Execution (3–4 days/week):

• Take ownership of daily administrative workflows to relieve scheduling and tracking bottlenecks.
• Manage the lead-to-trial pipeline, ensuring swift follow-ups and immediate calling/rescheduling of dropped trials within 24 hours.
• Streamline registration and payment pathways to remove friction points that cause parent drop-offs.
• Coordinate class scheduling, replacement classes, and attendance tracking efficiently.

1. Parent Liaison & Poolside Presence (1 day/week fixed):

• Visit pools regularly to establish face-to-face contact with parents, moving away from cold, transactional WhatsApp messages.
• Actively monitor and nurture families during critical danger windows (Months 1–3 and Months 6–12) to catch dissatisfaction and prevent quiet "silent exits."
• Conduct check-ins, gather qualitative feedback, and ensure parents feel seen, valued, and connected to the school's progression milestones.

1. Exit Management & Feedback Loops:

• Conduct empathetic exit interviews or calls for any withdrawing student to uncover true root causes rather than logging "NA/Nil."
• Build and manage win-back pathways for students who take temporary breaks (e.g., PSLE or overseas travel).

Requirements

• Exceptionally strong interpersonal and empathetic communication skills—someone who naturally builds trust, warmth, and rapport with parents.
• Highly organized operations background with zero tolerance for delayed follow-ups or dropped tasks.
• Strictly open to an onsite, hybrid operational model (comfortable balancing desk/admin duties with physical poolside presence).
• Problem-solver who can handle administrative structure while maintaining a deeply human touch.