Operations Associate

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.