Service Manager

From Grupo Planeta, we're looking for a dynamic Service Manager for our Rome Business School, from the division Planeta Formación y Universidades. 

The Service Manager is responsible for overseeing all post-enrollment services provided to students at Rome Business School. This includes managing communication, onboarding, certifications, and support services for both national and international students (Online & On Campus. The role ensures that services are delivered effectively, efficiently, and in line with institutional standards. The Service Manager leads a team, tracks key service KPIs, and collaborates across departments to continuously improve the student experience.

What would be your main responsibilites?

• Post-Enrollment Service Management: Make sure students get everything they need once they enroll—this includes access to platforms, schedules, and communications. Ensure smooth onboarding by following, adjusting actual and generating new processes.
• Student Engagement & Support: Be the go-to for students after they enroll. Offer support on critical needs like visas, housing, and prep courses.
• Team Leadership: Lead an internal team and an outsourced support partner. Prioritize tasks, solve daily issues, and support performance goals.
• Cross-Department Collaboration: Coordinate closely with Admissions, Academics, and Admin to align efforts and ensure consistent student experience.
• Performance Monitoring: Track student satisfaction, engagement, and retention. Use data to identify issues and improve services.
• Student Feedback & Improvement: Manage entry and exit surveys. Turn student feedback into actionable service improvements.
• Certification Oversight: Oversee the certification process. Ensure certificates are accurate and delivered on time.
• Compliance & Quality: Make sure all service activities comply with institutional, legal, and ethical standards in collaboration with the Admin team.