Medical Admissions Operations Lead (Remote)

Jack Westin is a leading Medical College Admissions Test (MCAT) preparation company known for crafting high-quality, free practice materials. Our three guiding principles are:

• Attention to quality: We create only first-class teaching content, refusing mediocrity regardless of time or cost.
• Excellence in support: We prioritize student well-being and success, ensuring every student has an amazing experience tailored to their background.
• Learn from anywhere at anytime: We build accessible online education for all students, regardless of pace or schedule.

About the role

The Admissions Operations Lead manages the day-to-day operations of the Medical Admissions Consulting (MAC) program. This hands-on role oversees the admissions team—experts and editors—handling hiring, onboarding, performance, scheduling, and HR/customer-service issues. The Operations Lead ensures students receive consistent, high-quality service while supporting and holding the team accountable. This position requires strong knowledge of the medical school admissions process, data tracking proficiency, and excellent interpersonal skills to communicate with students, families, and internal teams across Sales, Marketing, Product, and Operations.

Responsibilities

Team Leadership & People Management (Primary Focus)

• Directly manage admissions team members, including onboarding, supervision, coaching, and performance management.
• Handle HR matters such as scheduling, workload balancing, time-off coordination, and personnel issue escalation.
• Support hiring by defining needs, screening/interviewing candidates, and onboarding new experts and editors.
• Set and uphold performance expectations for advising delivery, including response times and deliverable timelines.
• Monitor team quality through student feedback, observations, and audits, delivering targeted coaching.
• Oversee payroll processing and approval for piece-work admissions staff.

Customer Service & Family Communication

• Serve as a senior point of contact for customer-service escalations, modeling professional service standards.
• Communicate with students and families regarding progress, expectations, and concerns.
• Identify service pain points and implement enhancements to improve satisfaction and retention.
• Partner with Enrollment and Sales to resolve MAC-related inquiries and remove conversion obstacles.

Admissions Knowledge & Advising Oversight

• Demonstrate expertise in the admissions process, including AMCAS, AACOMAS, and TMDSAS systems and deadlines.
• Oversee advising workflows, including student onboarding, goal setting, progress tracking, and deliverable completion.
• Manage cycle-timing casework, such as deferrals, re-applicant strategy, and gap-year guidance.
• Ensure student-facing materials are accurate, properly categorized, and matched to eligibility and credentials.
• Maintain admissions benchmarks for shadowing, clinical, research, and service hours, plus GPA and MCAT tiers.

Student Progression & Retention

• Maintain records of client status, service tier, deliverable stage, and engagement for retention and forecasting.
• Proactively identify and address students falling behind, coordinating with the expert team.

Data Tracking, Visualization & Databases

• Build and maintain dashboards reporting program health, capacity, bookings, churn, and customer-experience metrics.
• Collect and update data from medical schools and resources (e.g., AAMC/AMCAS) to keep benchmarks accurate.
• Provide data-driven insights for capacity planning, sales projections, and operational decisions.
• Collaborate with Product/Technology on admissions dashboards and workflow tools, testing changes and reporting defects.

Capacity Planning & Resourcing

• Manage expert/editor capacity, ensuring realistic workloads and addressing coverage risks proactively.
• Oversee assignments, student lists, and caseload distribution, keeping routing accurate and current.
• Use sales projections to inform staffing and capacity decisions.

Cross-Functional Collaboration

• Support or lead cross-department campaigns with Marketing and Sales, including MAC promotions and collateral.
• Produce MAC marketing materials directly.
• Collaborate with leadership to refine MAC offerings and address unmet student needs.
• Build partnerships across Sales, Marketing, and Institutional Partnerships to drive program success.

SOPs, Documentation & Quality Assurance

• Compile, maintain, and update standard operating procedures (SOPs) for admissions workflows.
• Develop scalable operational systems, workflows, and templates to support efficiency and growth.
• Quality-check student-facing deliverables before release, verifying links, names, and re-applicant status.

Refunds, Escalations & Service Operations

• Oversee service-delivery operations, including enrollments, escalations, and cancellations.
• Collaborate on refund cases with senior leadership.
• Compile executive summaries for refund/dispute cases, cross-referencing logs, emails, and records.

Requirements

• Experience leading or administering a medical school admissions program (e.g., Director of Admissions or senior leadership at a medical school).
• Deep familiarity with the medical school application process, including AMCAS, AACOMAS, and TMDSAS systems.
• Proven people-management experience in service, education, or customer-facing environments.
• Working knowledge of admissions processes or the ability to ramp quickly.
• Proficiency with data tracking/visualization tools (e.g., spreadsheets, dashboards).
• Familiarity with AI tools (e.g., Claude, ChatGPT) for workflow optimization and data analysis.
• Strong organizational skills and experience with SOPs, documentation, and quality assurance.
• Excellent written/verbal communication for students, parents, and cross-functional partners.
• Experience with capacity planning, scheduling, and team coordination.

Employment may be contingent upon successful completion of background, reference, employment history, education, and credential verification, as permitted by law.