Operations Coordinator

Description

The Operations Coordinator plays a critical behind-the-scenes role in ensuring Contour MedPrep and TestPrep's systems, workflows, and platforms run smoothly to support high-quality service delivery. Acting as the operational backbone for student-facing teams, this role maintains accurate systems, coordinates cross-departmental efforts, and resolves internal blockers impacting the student experience. Working closely with the Operations Manager, the Coordinator supports the development and implementation of scalable systems that enable a consistent, student-first journey.

Who are we

Contour MedPrep is a leading medical preparation program that currently specialises in comprehensive UCAT and Interview preparation, aiming to empower and support the next generation of healthcare professionals in the highly competitive yet often daunting process of gaining entry into medical school.

Our UCAT course aligns itself with the objective of the UCAT, rigorously training students in the mental abilities and skills of a successful doctor or dentist, through engaging group lessons, comprehensive and abundant resources, live mock exams, 24/7 student support and so much more We are extremely committed to innovative and results-driven medical preparation, with industry-first initiatives such as our Live UCAT Testing Centre and student accountability system propelling our 2023 students to an industry-leading median UCAT score of 3040+, one student even setting the world record score of 3590

Over 6,000 students and 150+ team members have joined our tutoring services since our founding in 2020. This year, we have successfully expanded our in-person Live Testing Centres to Brisbane and Sydney, with over 1000 bookings, and hundreds of new enrolments from all over Australia. Our growth is a testament to our dedication to providing ALL our students and parents with a high-quality tutoring experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their goals. We were listed as the 17th Fastest Growing Startup by the Australian Financial Review in 2022, 2023, and 2024, and we're continuing to multiply year over year It's our vision to reshape education, starting with tutoring.

What you'll do

1. Projects & Process Improvements

• Contribute to projects led by the Operations Manager focused on operational infrastructure and service scalability.
• Identify recurring issues and operational pain points from escalations and day-to-day tasks; report insights to inform improvements.
• Assist with documentation, testing, rollout, and adoption of new or refined processes and tools across MedPrep and TestPrep.

2. Internal Alignment of Student-Facing Teams

• Act as the central escalation and triage point for operational issues raised by Billing, Service, and other student-facing teams.
• Own the end-to-end resolution or coordination of these issues, ensuring no blockers impact the student experience.
• Facilitate clear communication and alignment across teams, ensuring workflows, schedules, and data are consistent and accurate across platforms.
• Provide training, documentation, and clarification on MedPrep and TestPrep processes and systems to relevant teams as needed.
• Support change management by assisting with the smooth adoption of updated workflows and tools.

3. Ownership of SOPs & Playbooks - Master Documents

• Own and maintain high-quality SOPs and playbooks specific to MedPrep Sales, Program Consultants, Admissions, Live Mocks, TestPrep, Tutoring, and other relevant student-facing teams.
• Ensure documentation reflects current workflows, automations, and best practices, with version control and clear update histories.
• Collaborate with internal teams to gather feedback and continually improve documentation quality and operational continuity.

Additional Notes

• Certain operational activities such as system updates, data cleaning, and Medify activations are managed by IT or offshore teams. The Operations Coordinator is responsible for triaging related issues, escalating when necessary, and resolving them on occasion as appropriate.

Please note: an internal candidate is currently under consideration; however, we welcome applications from others who believe they meet the criteria

Skill Requirements

• Attention to Detail: Ensures systems and data are accurate, up-to-date, and reliable, catching inconsistencies others may miss.
• Workflow Fluency: Deep understanding of operational processes and the ability to quickly identify and diagnose where breakdowns occur.
• Cross-Functional Communication: Maintains clear, concise, and timely communication to keep internal teams aligned and informed.
• Tech Literacy: Proficient and confident in using platforms such as Monday, Medify, Missive, Podium, and other relevant systems.
• Problem Solving: Approaches operational or system challenges calmly and logically, untangling blockers efficiently.
• Proactivity: Anticipates potential issues before they escalate and actively recommends practical improvements.

Experience Requirements

• Bachelor's Degree (or higher) in business, business administration, law or similar.
• 3+ years of operational coordination experience in a fast-paced environment. (Ideally suited to those who enjoy start-up and scale-up businesses - will consider those from service-oriented retail, education or hospitality leadership roles too)

Ideal Candidate Attributes

• Organised: Skilled at managing multiple operational tasks simultaneously with precision and reliable follow-through.
• Process-Oriented: Passionate about refining and improving systems for greater efficiency, scalability, and consistency.
• Collaborative: Works effectively across teams and departments, fostering a solutions-focused and cooperative environment.
• Tech-Confident: Comfortable adopting new digital tools and troubleshooting issues as they arise.
• Service-Aligned: Understands that strong internal operations directly contribute to an exceptional student experience.
• Adaptable: Embraces change and adjusts efficiently to evolving processes and priorities
• Ownership & Accountability: Takes full responsibility for assigned tasks, driving issues through to resolution without loss of momentum.

Personal Requirements

Full Academic Year Commitment (e.g. no overseas exchange trips for 8 weeks)

Long-Term Mindset & Vision (if you're selected, we'd like you to come for the ride as we grow as a brand)

Sign an NDA (e.g. can't distribute our resources/company info to others)

Agree to a non-compete clause (e.g. you can't tutor student groups for others)

Genuine Desire to Motivate Students (e.g. your primary goal is to help students achieve their potential, like us)

Past VCE Graduate (we still accept applications from non-VCE graduates, just it helps)

Benefits

• Competitive benefits and pay, that recognise your pivotal role in Operations
• A chance to shape the brand and customer experience, ensuring we engage our students and their parents, forging strong partnerships along the way
• As we grow, so do your opportunities - envision a path that can lead to leadership roles within a dynamic start-up.
• Personalised mentorship and training, dedicated to refining your Operations and people management expertise.
• Work where creativity meets strategy - in a non-corporate setting, where you can be directly influencing the company's innovative edge.
• Join an environment where team success is celebrated, while simultaneously boosting your public speaking, leadership, and collaboration skills.

By joining Contour MedPrep, you won't be just taking on another Operations role. This is the unique opportunity to thrive, influence and make a lasting impact not only on our organisation, but also in a an industry ripe for innovation.

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