FazWaz Academy Manager

Key responsibilities

1. Lead Academy operations

- Own the day-to-day operating model of FazWaz Academy.

- Plan and manage Academy cohorts, schedules, venues, training capacity, seat allocation, and regional rollout.

- Ensure candidates have clear communications, timely follow-up, and an organised journey through the Academy.

- Own the operational process for candidates made available to the Academy, including engagement, preparation, cohort allocation, confirmation, and Day 1 attendance.

- Identify and resolve issues affecting candidate response, no-shows, drop-off, capacity, cohort delivery, or the Academy experience.

- Establish clear service levels and escalation processes for candidates who are unresponsive, incomplete, or at risk of not attending.

2. Lead and manage the Academy team

- Directly manage Academy Trainers, Transition Managers, and Academy support staff.

- Set clear role expectations, performance standards, priorities, and ownership across the team.

- Assign and monitor responsibilities for candidate communication, attendance, training delivery, graduation, transition, and post-Academy follow-up.

- Ensure the team maintains accurate and timely operational updates in the Academy platform.

- Build an accountable, practical, and scalable operating rhythm across Academy locations.

3. Own Academy conversion and performance

- Be accountable for Academy performance from candidate engagement through to agents remaining active at 90 days.

- Monitor conversion through key stages, including:

candidate contacted

- seat confirmed

- Day 1 attendance

- Academy completion and graduation

- first deal

- second deal

- active status at 90 days

- Set clear standards for Academy completion, readiness to begin selling, and transition into the sales teams.

- Coordinate with Managers to ensure graduates receive appropriate support through their first 90 days.

- Act quickly on underperforming cohorts, operational gaps, training issues, or recurring blockers affecting activation and retention.

4. Manage cross-functional partnerships and handoffs

- Work with Marketing, Recruitment/HR, Sales, and Product/Tech to maintain an effective end-to-end candidate and agent journey.

- Agree clear handoff standards with Recruitment/HR, including candidate readiness, required information, and timing.

- Ensure candidates made available to the Academy are actively engaged, prepared, and progressed toward Day 1 attendance.

- Provide Recruitment/HR with structured feedback on candidate quality, handoff quality, and recurring reasons candidates do not progress.

- Provide Marketing with downstream feedback on candidate quality, conversion, Academy capacity, and outcomes by source to improve future acquisition.

- Partner with Product/Tech to prioritise Academy platform improvements based on operational and commercial impact.

5. Maintain data quality and performance visibility

- Make the Academy platform the primary operational source of truth for candidate and cohort status.

- Ensure attendance, cohort progression, graduation, deals, and 90-day active status are accurate, complete, and updated on time.

- Maintain a regular Academy performance review with clear actions, owners, and follow-up.

- Identify gaps in process, data, tooling, or ownership that prevent reliable performance management.

6. Improve and scale the Academy model

- Use performance data and operational feedback to improve candidate experience, training delivery, capacity planning, and early-agent support.

- Develop a repeatable Academy model that can operate consistently across Bangkok, Phuket, Pattaya, and future regions.

- Recommend staffing, venue, training-material, process, and system requirements as the Academy scales.

- Test improvements pragmatically, balancing delivery pace with quality, consistency, and commercial outcomes.