Contour Education

• Automate manual processes. • Build Make scenarios and Apps Script automations that remove repetitive work from teams across Contour. • Ship small internal tools. • Prototype and build practical tools, AI-assisted, that save real time, then get them into people's hands. • Improve what exists. • Maintain and extend the automations already running (resource pipeline, class schedule, printing operations) without breaking them. • Scope the real problem. • Talk to the team, understand how the work actually happens, and build for the real need rather than the first description. • Build safely.

• Give every family a fast first response • Resolve the query fully • Reply with warmth • Clear your queue to zero, daily • Keep records clean • Own the follow-through

• Run the ticket queue. • Own the tech and access tickets in Suptask: triage by urgency, resolve first-line issues, and escalate the deep ones with clear context. • Do the system administration. • Administer Google Workspace, Rippling, and seats and access across Monday and HubSpot, keeping everything accurate. • Own onboarding and offboarding. • Set new joiners up in the right systems on day one through Rippling, remove access cleanly when someone leaves, in step with People and Culture, and build basic Rippling automations so it runs reliably. • Run access and license audits. • Check regularly that the right people have the right access, flag over-provisioning and unused licenses, and make sure no leaver keeps a login. • Handle the CRM tickets and train the team. • Resolve the tool and CRM workflow questions, coach the team so they can self-serve, and keep the tech guide and knowledge base current so repeat questions drop. • Fix at the root. When the same issue keeps coming back, fix the cause and document it, rather than closing the same ticket twice. • If a better tool would make support or setup faster, make the case and we will back it.

• Build internal tools end to end. Front end, logic, and data, from a rough process to a working app people rely on. • Use AI to build fast. • Lean on Gemini and similar to prototype and ship, without letting quality slide. • Integrate across systems. • Wire tools into Google, Firebase, and Contour's internal systems cleanly. • Keep it safe and maintainable. Sound architecture, no exposed keys, no sensitive data exposure, and documentation others can pick up. • Scope the real problem. Understand how the work actually happens, and build for that.

• Own triage and the queue. • Clear every triage window with zero unassigned queries, hold the fifteen-minute first-response standard, and drive the pod's queue to zero daily, approving and tracking carry-overs yourself. • Hold platform coverage. • Keep Missive, Podium, and the ticket queue covered at all times, with a trained backup actively carrying every responsibility. • Run pod quality and audits. • Audit enough of the pod's work to catch error patterns early, flag them within the day, and keep every resource current. • Develop the pod. • Train every member across all query types, and put a documented plan behind any gap. • Stay reachable and report up. • Respond to your pod, your lead, and stakeholders inside fifteen minutes, and send your pod's numbers up on schedule. • Flag capacity early. Raise volume that outruns the pod at the first sign, so staffing and routing get sorted before families wait.

• Get every weekly resource where it needs to be before class. • Upload workbooks, workshops, homework, and solutions to the LMS, student Google Drive folders, and Podia. • Replace files when final versions land, hold future-week files until they are due, and check availability daily so nothing is missing when a class starts. • Own the annotation flow end to end. • Upload workbook and workshop annotations, manage merged annotations, keep the LMS and Drive in sync, and track each one through to completion. • Run the consultation workflow. • Handle roster changes, tutor availability, missed-session checks, manual bookings, and student follow-ups, and close consultation tickets within a business day. • Own class and consultation scheduling. • Build and modify class, consultation, intensive, and Queensland sit-in schedules, catch clashes before they reach a class, and escalate what you cannot resolve with clear context. • Read the class efficiency data and act on it. • Review the fortnightly numbers to spot classes that are under-capacity, over-capacity, or missing a tutor, and bring the Head of School a clear recommendation to split, merge, or adjust. • Keep the schedules and print orders accurate. • Track attendance and clear the follow-ups.

• Own the content-production plan end to end. • Sequence every academic resource through planning, creation, review, publishing, and printing across subjects and teams, and keep the whole thing moving ahead of need. • Own the master academic calendar. • Stand up new resource streams. • Rally the teams that do the work. • Mitigate bottlenecks a week early. • Build the system, not just the schedule.

• Identify operational bottlenecks: Audit support, publishing, and operations workflows to isolate processes that are manual, redundant, or failing under high volume. • Analyze and re-engineer processes: Map current workflows, establish performance baselines, redesign for efficiency, and manage implementation until metrics improve and stabilize. • Model unit economics: Quantify the cost to serve a student per program and proactively monitor overhead to prevent margin erosion. • Leverage automation: Evaluate and implement automation tools where appropriate, while exercising the discipline to maintain manual processes when that is the more efficient choice. • Ensure process sustainability: Create clear documentation, designate ownership, and provide training to ensure rebuilt processes are sustainable and do not regress. • Maintain performance visibility: Track two or three active re-engineering projects with clear baseline data, projected outcomes, and completion timelines for executive review.

• Work with academic recordings across subjects such as Physics, Chemistry, Biology, Mathematics, Psychology, and Med-Entry. • Ensure every video is edited, organized, and delivered according to established standards. • Begin by editing recordings yourself to learn the workflow and expectations. • Manage a steady volume of content while maintaining the same level of accuracy and organization across every task. • Make sure students receive content exactly as intended and look for ways to improve processes.

• Build the automation layer for six inboxes. • Set up the system that handles routine volume on its own. • Build the knowledge base behind the AI responses. • Own the tooling decisions and metrics related to AI interactions. • Make humans and AI work together effectively.