Senior Curriculum Developer reports to the national R&D director, is mainly responsible for curriculum development, new product development, and new product training. Target customers are children ages 3-12.

Mainly responsible for national academic projects and manager trainings, including but not limited to national campaigns, O2O projects, DOS/ service manager trainings.§  Led and founded Web Cloud, the equivalent to EF Englishtown online classes, which includes adapting the online platform with the CTO, recruiting international and local teachers, service staff, IT, and supervising the online curriculum development with international trainers.§  Conducted distance training programs for COM and DOS for a quarterly basis; §  Planned, organized, and hosted national forums/ campaigns; §  Led the team to develop and launch Teens product Eyes Open, which includes analyzing and choosing textbooks, setting stages and levels, designing the syllabus and curriculum, and drafting all lesson plans.§  Designed a new product line for the company, i.e. a new form of pilot offline centres which focus mainly on product experiences and service, and analyzed the market. §  Edited curriculum and lesson plans for beginner to elementary levels for offline centres.

Centre Operations Manager is responsible for centre operations performance; customer experience and service operations team management; support Centre General Manager and collaborate with centre other cross-functional leaders to create a customer-focused service organization, which includes staffing, service, customer relations, training &development, and internal revenue. • Led service operations team to collaborate with centre sales in providing streamlined post-sales service for 2400 customers, which ultimately contributes to the growth of centre internal revenue. • Successfully exceeded all internal revenue targets (1 million to 1.7 million RMB per month) since on-board date.• Drove customer satisfaction through improvement of key satisfaction indicators, eg. raised the NPS from the bottom one to top 3 in Shanghai region as the largest centre (2400 students) in Shanghai.• Responsible for service operations staff job satisfaction, competency enhancement, career development, staff recruitment, performance measurement and bonus calculation, etc.• Assess centre staff service operations training needs; identify resources; develop and provide training; on-the-job evaluate training results.• Chosen to be the Shanghai regional trainer for product line at the new product launch—Smart 15.• Gained a deep understanding of customer expectations and needs by handling daily student complaints and closing all cases—centre cases and PR/GR cases—within 48 hours.• Responsible for centre operating process optimization: bridge between centre and central teams by collecting, analysing and prioritizing voices of customers; communicate recommendations back to the central service operations team for strategy formulation.• Attended the Qincheng Summit in Chengdu as the centre operation manager of the top 20 centres in China and represented the academic team at Zhongshan Park.

Project Manager is responsible for accomplishing the stated project objectives. Key project management responsibilities include creating clear and attainable project objectives, building the project requirements, and managing the constraints of the project management triangle, which are cost, time, scope, and quality. • Chosen from a national senior talent pool of over 700 staff to manage and represent the national pilot project of Academic Service Teacher.• Was solely responsible for the creation of a new role—drafted the JD and title with the regional education manager—at a new centre with the lowest NPS in Shanghai region, and successfully raised the NPS 14% after 2 months (2400 students).• Experimented with diversified training techniques and materials to fulfil the communication gap between the academic team and the service operations team at the frontline and enhanced staff satisfaction and staff retention.• Conducted over 500 student surveys and over 100 staff surveys in centre to future improvement of the project.• Reported to the regional education manager (Jake Widdon), Centre General Manager (Sandra Yin), National academic Director (Gareth Magowan) with charted data on a weekly basis, and presented to all parties involved with desired outcome.

Nominated as the National Star teacher twice, and attended the Star Teacher Forum in 2014.• Built and maintained a collaborative culture in the centre by providing instant feedback to the service team and the academic team, and organizing holiday teambuilding events for the entire centre, teambuilding dinners for the academic team, as well as welcome parties for new teachers.• Identified areas for improvement in the centre and make creative decisions to solve problems with and for the team.• Demonstrated excellent customer service by doing one-on-one English Doctor Consultation sessions with students in great difficulties and developing meaningful relationships with students.• Coordinated and presented the launch of new products, including the launch of Efekta 10, new Workshop, and Beginner Foundation, and over 90% of the students who attended the launch sessions experienced the new product within a week.• Managed teachers’ performance by keeping track of their performance tracker based on eight competencies and reporting to the CEM every month with suggested actions.• Developed teachers by running new teacher inductions, holding CPD sessions and giving academic training with monthly follow-up tasks.• Focused on teachers’ development by conducting in-class observations on a weekly basis and making development plans to ensure a monthly reflection of their professional development.

• Preserved composure in face of high pressure—delivering IELTS & TOEFL classes to 150 to 300 students for 10 hours a day, and 98% students scored the class 5 on a scale of 1 to 5.• Independently developed a syllabus and all teaching materials from scratch.• Created buy-in for 1,200 RMB per hour VIP classes for IELTS & TOEFL tests.