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.

Key Responsibilities & Leadership Duties 1. Operational Supervision

• Process Optimization & Strategy: Continuous evaluation and refinement of scheduling flows, swap processes, and onboarding workflows to improve operational efficiency.
• 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.
• 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.

1. Strategic Trainer Scheduling & Resource Allocation

• Capacity Planning & Plotting Oversight: Oversee workload distribution, class plotting, and trainer scheduling across all segments.
• 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).
• Conflict & Escalation Resolution: Resolve complex scheduling conflicts and ensure backup/contingency plans are active for high-stake client projects.

3. Swap, Substitute & Contingency Management

• Substitute System Governance: Monitor the Swap & Substitute ecosystem to ensure minimum class deletion/reschedule rates.
• Policy Enforcement & Audit: Periodically audit the T.Ops Swap Request Sheet and Swap Request Proof repositories to ensure validity and prevent policy abuse.
• SLA Monitoring: Ensure team responsiveness within defined response times (1 hour for same-day requests, 6 hours for 24–48h requests).

4. Teacher Performance, Discipline & Retention

• Disciplinary Policy Enforcement: Enforce compliance with Cakap’s teacher memo/regulations, including SLA on missed classes, tardiness, report submission deadlines, and professional appearance.
• Quality & Evaluation Alignment: Collaborate with Education and Mitra Relations to review teacher demo evaluations and performance reviews.
• 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.

5. Onboarding & Talent Pipeline Management

• Onboarding Program Governance: Oversee the end-to-end teacher onboarding journey (PnS session, Mentor sessions, Compliance Training, Platform Training, and Demo Teaching).
• Sourcing Strategy: Partner with the Mitra Relations team on sourcing strategies, talent identification, and profiling for specialized corporate/TVET projects.
• Communication Channel Governance: Supervise and organize operational communication channels across platforms segmented by language/project (English, Local/Native Mandarin, Korean, Japanese, JKM, TVET).

6. Operational Finance, Payroll & Reporting

• Payroll & Reimbursement Approval: Review and approve trainer attendance reports, fee recaps, and reimbursement submissions before sending them to BD and Finance.
• Financial Schedule Alignment: Maintain strict adherence to weekly cut-off schedules (Thursday submission  Friday BD cut-off  Monday Finance processing  Wednesday payout).
• 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).

Key Metrics & SLAs (KPIs)

• Resolution SLAs: Minor issues (<48 hours), Major issues (<24 hours), High Urgency issues (<24 hours).
• Response SLAs: Acknowledge incoming requests within 1 hour (during 08:00–21:00 WIB operational hours).
• Operational Cut-offs: Weekly

THE COMPANY

What we stand for

We believe language is a crucial part of the human ecosystem. It is not only for communication with other human beings or simply answering “Arigatou gozaimasu,” with “Douitashimashite.” Also, language does not only mean we can understand the idiom of “in someone’s shoes” without looking it up in a dictionary or googling. 

Let’s aim higher: language means breaking the mind barriers of what we think we cannot do. 

We have faith in education and how technology helps us to fill the gap between knowledge and access. We would like to take advantage of educational technology development to create an environment to learn and study without minding much about geographical and time issues. 

To put it in a nutshell: learning (languages) without boundaries.

Our short story

Starting from these thoughts, we decided to run an edutech company since 2015, formerly known as Squline, and based in Jakarta. CAKAP offers a solution for everyone who wants to speak other languages and learn more about different cultures. We reinvent language learning experience by providing an online platform for students and teachers; the idea is for you to study anywhere and everywhere.

Culture we are trying to engage in

We would like to create a conducive environment for everyone to learn, give their best, and have a good time embedding their roles. Hence,

• Learning process (and acknowledging one’s learning process) is essential in our team. 
• We value people with high curiosity and intellectual humility; we believe these are important virtues to make an improvement.
• We appreciate not only great and fresh ideas but also how to turn them into real-world applications.
• Respect and wit are not mutually exclusive; we trust that people can respect others by listening and not interrupting when they talk. Wit, while important, does not equal to chatters.