Offer summary

Qualifications:

Minimum of 2 years of office environment experience., Experience with operations and recruitment is a plus., Technical skills including SQL, LMS platforms, and coding., Strong attention to detail and ability to work independently in a cross-cultural environment..

Key responsibilities:

Mentor management and recruitment, including training and performance tracking.

Oversee and improve operational workflows and support day-to-day operations.

Organize and coordinate student programs and ensure smooth data flow.

Support the development and implementation of new processes and tech enhancements.

Job description

Responsibilities:

Mentor Management & Recruitment (50%)

Create, provide training, and support inquiries for Operations standard operating procedures.
Oversee escalations, including devising systems to support tracking, analyzing performance, interventions, and ways to lower or eliminate escalations as a whole.
Organise and conduct regular quality review meetings with mentors to discuss performance, share best practices, and drive continuous improvement.
Track and analyze data, ensuring the continued excellence of Indigo mentors, refining systems and procedures to ensure their effectiveness.
Lead and support tech developments to improve the mentor-student experience and students outcomes, liaising with other departments (e.g. IT) as needed.

Operational Support (40%)

Accurately and meticulously track student progress and results, reducing student off-track rates and ensuring quality progress via Indigo’s Checkpoint System.
Ensure effective delivery of day-to-day operations, responding to inquiries, resolving challenges, and promoting quick turnaround of stellar service delivery.
Analyse workflows and recommend process improvements to enhance overall efficiency and support growth and automation.
Aid the creation and implementation of new processes across the department.

Program Coordination (10%)

Create efficient student processes for Indigo’s Academic Conference (2x/year), to help students gain college credit for their work.
IRIS program: Ensure the smooth flow of data and communication between mentors, staff and students/families, including rosters, assignments, etc.
Assist new Indigo programs to promote sustainable growth and exceptional quality of service delivery, including support of applications, ed tech (e.g. Canvas, Launchpad), registration, evaluation.

Required Skills:

Minimum of 2 years of office environment experience. Specific exposure to operations and recruitment is a strong plus.
Technical expertise, including SQL (Metabase, Google Analytics, etc.), Canvas (or other LMS), coding.
Previous experience working with mentoring, tutoring, or coaching in a formal or informal academic setting.
Strong attention to detail and resourcefulness, with a proactive "can-do" attitude.
A high degree of empathy and comfort working in a cross-cultural environment.
Ability to receive and act on feedback promptly.
Sound judgment and a willingness to seek support when needed.
Resilience in working remotely and independently under pressure.
Experience with Microsoft Excel
Excellent planning and organisational skills.

What Does Success Look Like:

High student success rate with research paper completion.
85% or above student on-track rate.
High mentor retention rates and a supportive mentor community.
Professional and positive interactions with mentors and Indigo staff.
In-depth product knowledge among team members, facilitating successful job performance.
Proactive issue resolution to maintain service excellence.

Required profile