Senior Operations Coordinator

About Compass Pilates

Compass Pilates is a high-end Reformer Pilates studio located on Australia's scenic Central Coast. Our mission centers around enhancing movement, well-being, and lifestyle with an emphasis on top-notch member experiences, robust operational systems, and a collaborative team culture.

Role Overview

We are seeking an experienced Senior Operations Coordinator to become the operational backbone of Compass Pilates. This is not a basic virtual assistant position but rather a role for someone passionate about ownership, organization, and ensuring flawless day-to-day operations. Your position will be split approximately 70% on operations and systems management and 30% focused on member experience and executive support.

Key Responsibilities

• Oversee daily operational systems and administrative tasks.
• Handle bookings, membership updates including changes and cancellations.
• Keep precise and up-to-date records across all platforms.
• Monitor workflows to prevent oversights.
• Spot operational issues early and recommend improvements.
• Adhere strictly to documented procedures.
• Respond to member inquiries professionally, managing holds, upgrades, downgrades, and cancellations with care.
• Manage bounced payments and related queries.
• Apply authorized account adjustments and maintain comprehensive member interaction notes.
• Follow established member retention processes before cancelling memberships.
• Maintain accuracy and coordination of the class timetable, including instructor coverage and schedule updates.
• Track class capacity and proactively handle scheduling risks.
• Maintain accurate lead tracking, support Kickstarter workflows, update CRM data, and manage flag reporting to ensure member engagement and prompt issue escalation.
• Prepare and maintain operational reports, staff compliance tracking, and provide executive support including calendar management and meeting follow-ups.

Performance Expectations

Success is defined by operational excellence, ensuring members receive accurate information immediately, no task is left incomplete, and leadership trusts the accuracy of provided data. Key performance indicators include timely inbox management, adherence to service level response times, meticulous record keeping, and accurate, prompt reporting.

Who Will Excel?

• Individuals who thrive on creating order and managing systematic processes.
• Self-motivated professionals who double-check work and anticipate potential issues.
• Those who communicate clearly and professionally in written English and take pride in high-quality work.

Preferred Experience

• Background in operations, administration, or executive assistance.
• Experience within Pilates, fitness, wellness, allied health, or membership-driven businesses is highly valued.
• Familiarity with booking and management systems like Mindbody, WellnessLiving, and Vagaro is advantageous.

Tools and Systems

• Google Workspace and Google Sheets
• Trello
• Meta Business Suite
• Video conferencing via Zoom

Work Details

This is a full-time position requiring six days a week, including two half days (one on Saturday), with hours overlapping Australian business times. Daily communication with the business owner including stand-up updates and end-of-day summaries are part of the role. This is a long-term commitment, unsuitable for part-time or freelance arrangements.

Compensation

The salary ranges from approximately AUD 1,150 to AUD 1,570 monthly (equivalent to US$770–1,050), varying based on experience, ability, and performance. Salaries are paid monthly.

Benefits and Growth

• Stable, long-term employment with salary reviews linked to performance.
• Clear, documented operational systems and ongoing coaching.
• Potential for career development into senior operational leadership with increased responsibilities and remuneration.
• Supportive and respectful team environment where employee ideas and initiatives are valued.

Application Process

Interested candidates should submit their CV and a brief 2-3 minute video addressing their experience with operational systems, a problem identification example, and motivation for applying. Shortlisted applicants will undertake a business scenario assessment followed by a video interview.

Additional Information

Please begin the application with the words "Strength Through Systems" to indicate careful reading of this advertisement. The hiring process will remain open until the perfect candidate is identified.