Operations Support Manager - Canada - Acuity Insights

Description

Picture everyone having fair access to higher education, enabled by admission processes that allow applicants to be seen for their full potential, including lived experiences, cultural influences, values and soft skills.

That's what we're building at Acuity Insights.

Right now, we do it with our admissions assessment products (Casper & Duet), program management products (One45 & MSPE Builder), and our data integration platform (Analytics).

These products help schools discover, select, train and graduate future doctors, nurses, teachers, engineers, business leaders, and other professionals who reflect the diversity of our communities and bring skills like empathy, integrity, resiliency, and professionalism into the workforce.

Acuity Insights is at a new growth stage. Our roots are planted firmly in health sciences and medical education. We are exploring and expanding into engineering education, business schools, and other professional disciplines.
The Bilingual Operations Support Coordinator position is a full-time individual contributor role. You'll work remotely within Canada and report to Gregory Wong (Manager, Operations - Support).

As an Operations Coordinator on the Casper Operations' Support team, you'll help support our most widely used product, Casper.

Casper is a soft skills test used in the admissions process of hundreds of academic programs globally, including teacher's colleges, engineering, and medical schools.

Over 140,000 applicants take the test every year.

Applicants depend on your work to help them take the test, and their test results empower schools to make informed admissions decisions.

That means your work will significantly influence the academic and career paths of thousands worldwide.

You'll also provide applicant support for Duet, an assessment that matches applicants with programs that share their individual preferences, priorities and values.

In this role, your day-to-day will consist of various supporting activities and tasks, like answering applicant inquiries or assisting with requests from our Support Agents or Customer Success team.

As Support team members move toward specialized focus areas, you will become the Casper Operations Support team's go-to person for applicant support communications, managing our communication channels, content within the channels and our template library.

Live Test Support

As an Operations Support Coordinator, you have the chance to immerse yourself in the Casper test experience and help with the behind-the-scenes work involved in scheduling and setting up tests.

That includes preparing technical support and personnel and coordinating contract support agents and proctoring teams.
You also get to provide live test support a few times a month.

This involves directly assisting applicants with questions and troubleshooting, guiding Test Support Agents and proctors on processes and effective communication, and handling escalating and complex incidents.

Communications Support

In this role, you'll manage the online help center for applicants, creating, optimizing, and updating technical and non-technical content in English and French.

You'll refine articles addressing common applicant questions, covering essential topics such as test reservation, accommodations, scoring, and how to troubleshoot technical issues.

You'll also utilize your analytical skills to identify high-traffic areas, prioritize content enhancements, and improve the overall usability of the help center.

Your work will transform it into a comprehensive resource, reducing the need for live support.
Our chatbot frequently serves as the starting point for applicants and others to request support.

As the point person for our chatbot technology, you'll manage its operations and analyze performance data to optimize conversation paths.

Your role will also enable efficient support communications.

You'll maintain a library of communications templates that provide our Support team and Test Agents with ready-to-use content at their fingertips, enabling quick responses to applicants before, during, and after live tests.

Webinar Support

As a bilingual member of our Support team, you'll engage in several applicant-focused webinars each year in French & English, collaborating with peers and cross-functional partners, including Customer Success.

During webinars, you'll help present prepared content and utilize your product and process knowledge to address common questions live, such as "What is Casper?" and offer valuable insights to help applicants prepare for the test.

Operational Support

Joining us now, at the start of a new growth phase, is a chance to directly impact how our test support infrastructure and processes evolve and are optimized to support a higher volume of applicants.

Leveraging your drive to challenge the status quo and interest in continuous improvement, you will seek and identify opportunities to streamline and automate our support operations, explore and experiment with solutions, and lead your initiatives to implement new tools, processes, and policies.

As a contributor on the Support team, you'll represent the voice of the applicants and gather and share their feedback, insights, and concerns with our teams.

As a valued colleague on the Casper Operations team, you'll contribute to optimizing operational processes like test operations, accommodations and payment processing, program and applicant communication, security, and proctoring.

Applicant Satisfaction Score, which you share with other Casper Operations team members and the number of Live Support Requests.

You'll know you are meeting performance expectations in your role when:

~ There is a reduction and consistently low volume of live support requests.
~ The Casper Operations Support team maintains an Applicant Satisfaction Score of
~Live tests you support are consistently completed incident-free.
~ Your contributions to streamlining and automating support operations help increase the team's overall capacity to spend time on other high-value, high-impact strategic initiatives for the business.
~ Peers, collaborators, and leaders you support and collaborate with across other functions, like Customer Success, feel and recognize the impact of your work.

Write and speak French & English at a high level of proficiency

Have an interest in writing, and have developed technical and non-technical content for audiences of different reading levels, for example, training manuals or articles for a knowledge base or help centre.

Like using data and insights in your work, leveraging them to track and measure performance, and to form opinions and make decisions.

Have experience coordinating and managing multiple small to mid-size projects and initiatives at different stages concurrently, for example, initiatives to improve how you and others work where you've discovered gaps and needs, identified potential changes or solutions, recommended a path forward, implemented the agreed-upon path, and supported others as they adapted to the change you've implemented.

You tend towards the path of least resistance and optimize for efficiency without compromising quality.

You welcome radically candid and constructive feedback that can help you develop professionally and as a human, and you enjoy picking up and learning new technology and applications.

Open to covering odd hours (evening and weekend test), and don't mind working on a weekend with time in lieu if it means you get to support applicants in completing the Casper test.

You are solutions-oriented and continuously seek to improve your skills, methods, and practices, and support others.

Adaptable and drawn to startup-like environments where you can help build, innovate, and initiate and own projects that drive positive change.

Autonomous and resourceful, you are at your best when you handle your work and time independently and proactively seek support when you get stuck or need feedback.

Your application is evaluated based on your professional experiences, how you've applied your knowledge and skills to make an impact, and the personal qualities you demonstrate.

We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs.

We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs.

If selected, you'll have a 30-60 minute phone call to share your background and professional interests and learn more about the company, team, role and compensation.

On your own time, spend up to 20 minutes on a shortened version of our situational judgment test, Casper, to help us assess your communication approach and English language proficiency.

Have a 45-minute video call with your potential future manager to discuss relevant experiences and learn more about the function, team and day-to-day.

Connect with 3 future peers and collaborators in 1-on-1 video conversations, each 30 minutes long, and learn more about the team, role, and life at Acuity Insights.

Work remotely.

Get paid fairly for your work with a salary aligned to your role, skill level, and job responsibilities, informed by internal pay equity and market data.

Flexible paid time off.

Enjoy two weeks of disconnected vacation at year-end, self-directed vacation time, extra Fridays off throughout the year, and support for medical, family, or mental health needs without financial worry.

Save for retirement. Support for health & wellness.

Access comprehensive health benefits for yourself and your dependents through Equitable Life of Canada and personalized holistic wellness support through a Cyno membership.

Kelly Dore and Oncology Professor Harold Reiter to improve the admissions process at McMaster University's School of Medicine in Ontario.

They recognized that traditional entrance exams and cover letters were biased and lacked insight into applicants' emotional intelligence and professionalism and built a test to assess those skills.

We acquired One45, a medical education software company, in 2021.

The acquisition expanded our product line with two new products (One45 & Analytics) and doubled the size of our team.

Behind Acuity Insights today, you'll find a team of 130+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations.

It's a team that actively fosters a culture and builds an environment where everyone feels included, respected, valued, and well-supported and has the energy to bring their full potential to work.

Our diversity fuels our ability to innovate, helps us build and evolve our market-leading products, contributes to a healthier work environment, and enables us to build a sustainable and capable organization to deliver the business outcomes we want.