Wall Street English Hong Kong is seeking a National Service Manager to lead our service team in ensuring student success across seven centers in the territory. This role is key to maintaining our commitment to excellence, driving revenue growth, and upholding our brand standards. Reporting directly to the General Manager, the National Service Manager will collaborate with the Head of Sales and Operations, the Compliance Director, and the International team.

We are looking for a service-oriented leader who can think strategically, manage change effectively, and inspire diverse teams to achieve exceptional results.

What You Will Be Doing

As National Service Manager, you will lead premium service delivery that enables transformative student outcomes through online and offline educational experiences.

Deliver Premium Service

• Implement Standard Operating Procedures (SOPs) to ensure quality and efficacy in student learning outcomes.
• Monitor and analyze performance against growth and service targets.

Develop and Lead Teams

• Recruit, train, and coach Service Managers, ensuring they build and manage motivated, high-performing teams of Teachers, Personal Tutors, and Receptionists.
• Establish recruitment pipelines and retention strategies to meet team needs.

Drive Performance

• Set and achieve monthly, quarterly, and annual KPIs linked to educational quality and sales revenue.
• Design and execute training programs and performance incentives for Service teams.

Strategic Collaboration

• Partner with HR to create development strategies for Service staff.
• Work with Sales Operations to align on customer lifecycle strategies and internal sales targets.

Operational Excellence

• Conduct center visits to maintain educational standards.
• Oversee staff scheduling and cost control to balance service quality with profitability.
• Manage IELTS program delivery, ensuring compliance and test security standards.

Data-Driven Decision Making

• Provide data and reports to inform strategic decisions and improvement plans.
• Analyze results and propose actionable improvements.

Essential Duties

• Lead and inspire Service teams to deliver exceptional educational experiences.
• Plan and conduct Service Manager meetings and contribute to senior leadership discussions.
• Oversee recruitment and training for new center openings.
• Design and implement an annual Service training calendar.
• Coordinate accreditation processes and ensure compliance with global standards.
• Forecast and manage budgets and service costs.

Your Profile

• Native or bilingual speaker of English
• University degree
• CELTA or equivalent
• Proven experience within the service sector or high-end product sector
• Demonstrated skills in staff development and people management
• Readiness to make a meaningful contribution - commitment of 3+ years

Nice-to-Have

• 3 years’ experience as a Service Manager (large or multi-center management experience)
• Geographical mobility depending on business needs

With Wall Street English you will go further.

We are Wall Street English, the premier provider of English language instruction for individuals and corporate clients around the world. Built to be the best, by the best, our highly-qualified teachers, personal coaches, immersive classes and proven method mean guaranteed results.

Founded in 1972, Wall Street English is one of the leading global English language education companies. We've taught more than 3 million students in more than 30 countries around the world. Now our premium learning offer is available online, in-person or a mix of both. With Wall Street English you will go further.

Take a look at what some of our employees say about working with us: Find Your Future. Find Your Home.