{"id":2990487,"url":"https://alion.io/job/cakap-trainer-operations","title":"Trainer Operations","company":{"id":49977,"name":"Cakap","domain":"cakap.com","url":"https://alion.io/company/cakap","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Education","role_family":"Education","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tangerang, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":20000,"period":"year","method":null,"sample_n":4610},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T09:36:43Z","employer_posted_date":null,"last_verified_at":"2026-10-21T09:36:43Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"The Trainer Operations is responsible for overseeing end-to-end teacher operations, driving operational excellence, and ensuring seamless execution across class scheduling, teacher discipline, onboarding, cross-departmental B2B/Corporate execution, and payroll recaps. This role acts as the bridge between Teacher Operations, Student Success (SS), Business Development (BD), Mitra Relations, and P&S.\n\nKey Responsibilities & Leadership Duties\n1. Operational Supervision\n\n Process Optimization & Strategy: Continuous evaluation and refinement of scheduling flows, swap processes, and onboarding workflows to improve operational efficiency.\n\n Cross-Functional Alignment: Act as the primary escalation point and operational partner for Business Development (BD), Student Success (SS), Education, Mitra Relations, and P&S.\n\n SLA & Escalation Oversight: Oversee high-priority operational incidents, ensure strict SLA adherence across all ticket/request levels, and lead resolution for High Urgency issues in coordination with Product & Tech, CCD, and Management.\n\n Strategic Trainer Scheduling & Resource Allocation\n\n Capacity Planning & Plotting Oversight: Oversee workload distribution, class plotting, and trainer scheduling across all segments.\n\n B2B & Corporate Project Execution: Ensure timely fulfillment of B2B/Corporate client requests (1–2 days for internal teachers, 1–2 weeks for external teachers in collaboration with Mitra Relations).\n\n Conflict & Escalation Resolution: Resolve complex scheduling conflicts and ensure backup/contingency plans are active for high-stake client projects.\n\n3. Swap, Substitute & Contingency Management\n\n Substitute System Governance: Monitor the Swap & Substitute ecosystem to ensure minimum class deletion/reschedule rates.\n\n Policy Enforcement & Audit: Periodically audit the T.Ops Swap Request Sheet and Swap Request Proof repositories to ensure validity and prevent policy abuse.\n\n SLA Monitoring: Ensure team responsiveness within defined response times (1 hour for same-day requests, 6 hours for 24–48h requests).\n\n4. Teacher Performance, Discipline & Retention\n\n Disciplinary Policy Enforcement: Enforce compliance with Cakap’s teacher memo/regulations, including SLA on missed classes, tardiness, report submission deadlines, and professional appearance.\n\n Quality & Evaluation Alignment: Collaborate with Education and Mitra Relations to review teacher demo evaluations and performance reviews.\n\n Contract Renewal Oversight: Coordinate with P&S / Mitra Relations and renewal PICs to manage contract expiration pipelines and oversee 1-on-1 renewal sessions for Part-Time, Full-Time, and Capable teachers.\n\n5. Onboarding & Talent Pipeline Management\n\n Onboarding Program Governance: Oversee the end-to-end teacher onboarding journey (PnS session, Mentor sessions, Compliance Training, Platform Training, and Demo Teaching).\n\n Sourcing Strategy: Partner with the Mitra Relations team on sourcing strategies, talent identification, and profiling for specialized corporate/TVET projects.\n\n Communication Channel Governance: Supervise and organize operational communication channels across platforms segmented by language/project (English, Local/Native Mandarin, Korean, Japanese, JKM, TVET).\n\n6. Operational Finance, Payroll & Reporting\n\n Payroll & Reimbursement Approval: Review and approve trainer attendance reports, fee recaps, and reimbursement submissions before sending them to BD and Finance.\n\n Financial Schedule Alignment: Maintain strict adherence to weekly cut-off schedules (Thursday submission Friday BD cut-off Monday Finance processing Wednesday payout).\n\n Operational Analytics & Reporting: Track key performance metrics (SLA resolution rates, class fulfillment rates, swap volumes, teacher discipline records) and report operational insights to top management (COO/CEO).\n\nKey Metrics & SLAs (KPIs)\n\n Resolution SLAs: Minor issues (<48 hours), Major issues (<24 hours), High Urgency issues (<24 hours).\n\n Response SLAs: Acknowledge incoming requests within 1 hour (during 08:00–21:00 WIB operational hours).\n\n Operational Cut-offs: Weekly","description_format":"text","description_chars":4100,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Vocational Education","Language Learning","E-learning"],"lifecycle":[{"event":"open","at":"2026-10-21T09:45:21Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":22,"reasons":["seen:5","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/cakap-trainer-operations","json_url":"https://alion.io/job/cakap-trainer-operations.json","meta":{"generated_at":"2026-10-27T16:46:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6222,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49977},"rest":"https://alion.io/mcp/rest/get_company?id=49977"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcakap-trainer-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcakap-trainer-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcakap-trainer-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cakap-trainer-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcakap-trainer-operations"}]}