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. Update and maintain people, performance, and workload monitoring tools.
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.
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