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Operations Coordinator – Applicant Support (Bilingual)

Altus Assessments

This is a Contract position in Vancouver, ia posted October 9, 2021.

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 200,000 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.

Who would fit in: People who do well here are caring, humble, prefer change over the status-quo, are comfortable with “fuzzy” (vs well defined) tasks, and are ok with a daily helping of problem-solving and hard work.

We all have a healthy appetite for learning and love to share our knowledge and teach our co-workers.

We want people who put “we before me”.

(You’ll learn more as you keep reading.) 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
– a lot
– about our work and our team.

The role: The Operations Coordinator (Applicant Support
– bilingual) will be a key member of the Operations team, responsible for direct, daily engagement with our users (applicants) to ensure a positive experience for both English and French-speaking users.

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 become an expert on the Altus Suite and provide top-notch support to our users worldwide, as well as exceptional leadership to our test support personnel, which the Operations Coordinator will help train and coordinate with during live tests.

They will be skilled in 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, user experience, etc.).

This is a full-time role reporting to the Senior Operations Manager, Leigh Masotti, working from home for at least 4-12 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 live 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?

What are Snapshot and Duet?

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 various elements of test-day support and coordination.

Become an expert on our operational support processes.

Within the first 6 months, you’ll get the hang of all operational processes from program/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.

Be the driver of our automated support strategy
– track progress, report results and make updates and changes to push our automation in the right direction Within 12 months, you will: You are known as an advocate for our applicants and programs (both English and French-speaking) and are continuously experimenting, working with our internal teams, and finding ways to improve our processes, communications, and the overall user experience.

You are a trusted and knowledgeable leader, communicating daily with our applicants and programs via our online messaging system, providing expert support on all things Altus Suite and Altus Insights, along with executing the elements of coordinating and running live Casper tests.

Challenge the status quo of “how it’s always been done” and continuously raise the bar higher.

You have earned the respect of your peers for being an insightful and creative problem solver, even for issues that are outside of the Support function.

According to you, the best and most efficient operational processes possible are always just one step ahead of where we are today Think strategically about our team operations
– Answer the question “What would make this 10x better?” and help come up with a plan to get there.

You have harnessed our testing data to understand, improve, and predict our applicant experience, operational efficiency, and applicant behaviour, respectively, in order to develop and implement new support processes.

You have expanded your leadership skills by training and educating our team (internal Altus teammates and external Test Support Agents) about our applicant/test support and security / proctoring processes, welcoming feedback and arming them with the knowledge they need to excel during test support.

You are known as a significant “values fit” and “culture add” that helps us build towards the type of “people first” high-performance company we want to be.

The team: You will report to our Senior Operations Manager: Leigh Masotti You will work alongside the Operations Team daily and closely with the Customer Success, Marketing, Product, and Development Teams.

You will work closely with the French Market Manager to better service our French applicants.

Requirements What will help you in your role: Exceptional bilingual (French & English) written and oral communication is a must Detail-oriented and extremely organised Able to think rationally, prioritise tasks, and clearly articulate a plan under pressure Comfortable in a leadership role, articulating processes and strategic recommendations to all levels of a company Exceptional customer service skills
– you care deeply about the customer/user experience and you will always aim to raise the bar higher when it comes to serving our applicants and programs Startup experience (or similar) preferred Ability to work collaboratively with internal stakeholders, but also be an independent self-starter Knowledge and experience of the French-Canadian culture A willingness to work a flexible schedule (some evening and weekend team test support will be required) Some evening and weekend work will also be required when supporting live Casper tests
– the schedule is available in advance and any hours worked outside of standard working hours can be taken off in lieu What we expect from a Mission, Values, & Culture perspective: Able to live our core values of Caring, Curious, and Driven to help us attain our goal of creating a world full of exceptional professionals We need someone who is a self-starter, highly curious about how the business works, and able to help us focus where it counts Exceptional written and oral communication skills Has loosely held, strong opinions
– knows why they want what they want, but is also abundantly humble, can be wrong, and wants to seek out the best solution, no matter the source Interested in being part of an amazing, caring team, and wants to build a sustainable, high growth business Ability to thrive in fast-paced environments and prefers change over status-quo Nurturing and empathetic with a professional, positive attitude and a sense of humility Our Hiring Process: Our hiring process optimises for a positive candidate experience.

The general hiring process looks like the following: Introductory phone screen: Our P&C team will review your application and if selected, schedule a phone call to get to know you better and tell you more about the role and company.

Remote Hiring Manager interview: If you pass the phone screen, you’ll have a video chat with our Senior Operations Manager, Leigh, to discuss your experience in more depth.

Remote team interview: If that goes well, onto a remote team interview, where you will meet with 4-6 members of our team (typically a 2-3 hour session).

There will also be a short task assigned that closely mirrors some aspects of the role.

Reference Checks: We’ll ask for 2-3 professional references to chat about your time working together.

Final Decision: The hiring manager will consolidate all of the feedback and let you know of their decision (there may be a quick additional call at this stage to help us make a decision) Offer: If you are our perfect match, and we’re yours, an official offer will be made Benefits More about the Altus Assessments team: We’re a quirky, vibrant, and diverse group of 140 working collaboratively to tackle some tough problems (like how to evaluate empathy in someone who wants to train to become a doctor), and some less tough ones (like how to answer that bonus question on Trivia Night).

Our core values are caring, curious, and driven, and we embody these in everything that we do.

We genuinely care about the well-being of others, we possess an innate desire to continually learn, and every day we strive to be better than the person we were the day before.

To learn more, visit us at Please note that during the Covid-19 precautions, our team has transitioned to remote work-from-home.

Though we expect this to be the case for the next 4-12 months, we are consistently and transparently adapting as we receive more information from the experts.

The perks: Bi-weekly virtual team lunches: This (typically in-office) ritual is being supported remotely by Altus so that you have something to eat at home while we connect over video calls $3,000 annual personal and professional development budget Generous self-directed vacation policy Flexible working arrangements Team building and social events Altus is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws.

Selection decisions are solely based on job-related factors.

We encourage applications from Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds and identities.

Special accommodations for candidates with disabilities can be made during the interview process if requested.