Operations Coordinator (Applicant Support - Australia)

Operations Coordinator (Applicant Support - Australia)
Altus Assessments, Australia

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 30, 2021
Last Date
Apr 30, 2021
Location(s)

Job Description

Our Purpose:

We are here to create a world served by exceptional professionals. Our products (Casper, Snapshot, and Duet) help higher education institutions to look beyond book smarts, seeing a clearer, more holistic view of applicants. It’s used by 360+ academic partners in Canada, US, Australia (and growing!) with 150,000+ applicants taking the test each year, and covers 90% of all US medical school applicants. We also host the Admissions Summit, an annual 2-day conference, and power the Alo Grant, an annual $100,000 research fund.

Our Operations Team Philosophy:

On the Operations Team, we fundamentally believe that we will always be greater than the sum of our parts. We love to teach and learn from one another, and we’re always there to lend a hand. We work hard, we take initiative, and we lean into our challenges because that’s where we grow. We celebrate each other's wins and learn from one another’s mistakes. We recognise the importance of diversity of thought and we strive to welcome all perspectives and opinions to the table. We communicate, early and often, because no problem ever came from over-communicating. And finally, we care- alot- about our work and our team.

The role:

The Operations Coordinator (Applicant Support - Australia) will be a key member of the Operations team, responsible for direct, daily engagement with our users (applicants and programs) to ensure a positive user experience. They will act as the face of Altus for our users, as well as be the user’s voice within the organisation to help deliver feedback and drive continuous improvement.

They will provide top notch support to our users world-wide, with a particular focus on our Australian / Australasian users, as well as exceptional leadership to our test support personnel, which the Operations Coordinator will train and coordinate with.

They will be an expert for technical support and troubleshooting any concern surrounding the Altus Suite of testing products, and be a crucial part of the improvement and growth initiatives in all areas associated with support and operations (i.e. test operations and automation, testing accommodations, communication and process improvement, security and proctoring, etc.).

This is a full-time role reporting to the Operations Manager, working from home for at least 9-12 months as we maintain our Covid-19 precautions.

Within 1 month, you will:

  • Onboard and get to know the team! We will work hard to make sure you feel supported and well-prepared to take on your new role
  • Get to know our test operations inside and out- what goes into creating a Casper test? How does our team support and lead a test? When and how do results get sent to programs? These are all questions that you will be able to answer!
  • Learn from your peers - while we all work together at Altus, there are several people within the Operations, Product, Marketing, and Development teams that will be instrumental in getting you up to speed. Meet with them, ask them questions, shadow them, and learn as much as you can.
  • Observe and contribute to our team meetings! You’ll get a clearer picture of how things work on the Support team, while also giving input about how things can get even better (fresh eyes are key to continuous improvement)
  • Get to know our applicants and programs and become familiar with: our communication platform (Intercom), the ins and outs of the user experience for Casper and our other products, how we communicate about each question and process, where to locate all our key pieces of information, and start to pave the way to being an expert of the operations team.

Within 6 months, you will:

  • Be responsible for test-day support coordination and execution of Australian-based tests.
  • Become an expert on our operational support processes. Within the first 6 months, you’ll get the hang of all operational processes from applicant communication, pre/during/post test support tasks, proctoring and security, accommodations and payment processing, and training and coordination of our support team. Knowing these processes end-to-end will allow you to spot our gaps/weaknesses and recommend data-driven solutions to allow us to run faster and more efficiently.
  • Be involved with developing and executing on product, communication, and process improvements based on data and user feedback, with the relevant stakeholders and teams.

Within 12 months, you will:

  • You are known as an advocate for our applicants and are continuously experimenting, working with our internal teams, and finding ways to improve our processes, applicant-facing communications, and the overall applicant experience.
  • You are a trusted and knowledgeable leader, communicating daily with

Job Specification

Job Rewards and Benefits

Altus Assessments

Information Technology and Services - Toronto, Canada
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