Staff Program Mananger (Matenity cover 5 month) (全国包含广州，深圳)

Job Overview

WildChina Education is seeking a maternity cover for Program Staff Manager. We are looking for a candidate who is passionate about hands-on learning, sustainability, and educational travel, and who enjoys collaborating with educational institutions. The ideal individual will excel at building rapport with diverse stakeholders and thrive in a fast-paced, high-pressure environment. If you’re eager to innovate best practices to contribute to both the team and the broader business goals, we would love to hear from you.

Responsibilities

• Centralized Ownership & Point of Contact
Serve as the primary and authoritative point of contact for all program staff matters, including scheduling, contracts, payments, policies, documentation, and feedback.
Reduce fragmentation and informal side-channels by enforcing clear communication and decision pathways.
Ensure consistency in how freelancers are managed across projects and regions.

• Recruitment, Onboarding & Offboarding
Own freelancer recruitment and onboarding processes, including contracts, compliance documentation, safeguarding requirements, and system access.
Ensure all freelancers fully understand company expectations, policies, and operating standards before deployment.
Manage structured offboarding, including exit feedback, access removal, documentation handover, and closure of payments and reimbursements.

• Contract, Payment & Reimbursement Administration
Oversee contract preparation, renewals, amendments, storage, and version control.
Ensure accurate and timely processing of freelancer payments and reimbursements; proactively follow up on delays and escalate immediately where needed.
Coordinate with Finance on international payments and compliance requirements for foreign freelancers.
Maintain clear records linking contracts, assignments, and payments.

• Scheduling, Assignment & Capacity Management
Assign freelancers to programs in coordination with Project Managers, balancing availability, skill sets, experience levels, safeguarding requirements, and budget constraints.
Adjust staffing plans in response to project changes, cancellations, or emergencies.
Develop, maintain, and enforce SOPs for cancellations, no-shows, last-minute changes, and compensation rules.

• Performance Management & Issue Resolution
Maintain a structured database of freelancer performance, feedback, incidents, and risk flags.
Collect and synthesize feedback from Project Managers and freelancers to identify strengths, gaps, and recurring issues.
Handle disputes, difficult cases, and underperformance, recommending retraining, restricted deployment, probation, or removal from the freelancer pool where necessary.
Escalate serious performance or safeguarding concerns according to policy.

• Policy Ownership & Compliance
Own and enforce all freelancer-related policies, including onboarding, code of conduct, safeguarding, cancellations, and reimbursements.
Ensure policies are documented, up to date, clearly communicated, and formally acknowledged by freelancers.
Manage policy breaches and ensure consistent application across all projects.

• Training & Professional Development
Organize and coordinate regular training and briefing sessions (systems, compliance, safeguarding, finance procedures, program standards).
Support the development of a professional, engaged, and reliable freelancer community aligned with company values and expectations.

• Systems & Documentation Management
Own freelancer-related systems and records (e.g. monday.com, SharePoint, internal trackers, WeChat groups).
Ensure data accuracy, version control, access management, and a single source of truth for freelancer information.
Continuously improve systems and workflows to reduce manual work and operational risk.

• Reporting & Continuous Improvement
Provide regular reporting on freelancer utilization, capacity, costs, performance trends, and operational risks.
Identify process gaps and propose improvements to increase efficiency, quality, and scalability.
Act as a feedback loop between freelancers, operations, and leadership.

• Stakeholder Coordination & Field Exposure
Work closely with Operations, Finance, HR, and Project Managers to ensure alignment on staffing, budgets, and expectations.
Go on the ground for up to 40 program days per year to build trust with freelancers, understand field realities, and improve staffing and support systems.

Requirements 

• Has experience in freelancer, staffing, or operations management in complex, fast-moving environments.

• Strong process thinker with the ability to design, document, and enforce systems and policies.

• Highly organized, detail-oriented, and comfortable managing contracts, payments, and multiple timelines simultaneously.

• Clear, firm, and professional communicator who can balance relationship management with enforcement and accountability.

• Comfortable working with operational systems, trackers, and spreadsheets; values data accuracy and clarity.

• Proactive and solutions-oriented, with the confidence to handle difficult cases and make decisions within defined boundaries.

• Able to work independently while keeping stakeholders aligned and informed.