Imagine a world powered by everyone’s full potential.

Picture everyone having fair access to higher education, enabled by admission processes that allow applicants to be seen for their full potential, including lived experiences, cultural influences, values, and soft skills.

In that world, higher education programs are also enabled with technology that streamlines complex operations and delivers analytics and insights that can increase student and program success.

That’s what we’re building at Acuity Insights.

Right now, we do it with our admissions assessment products (Casper & Duet), program management products (One45 & MSPE Builder), and our data integration platform (Analytics).

These products help schools discover, select, train, and graduate future doctors, nurses, teachers, engineers, business leaders, and other professionals who reflect the diversity of our communities and bring skills like empathy, integrity, resiliency, and professionalism into the workforce.

Acuity Insights is at a new growth stage. Our roots are planted firmly in health sciences and medical education. We are exploring and expanding into engineering education, business schools, and other professional disciplines.

You now have a chance to be part of that scaling journey when you join our team as an Applicant Support Administrator to empower applicants with the support and information they need to prepare for and complete the Casper admissions test.

The Applicant Support Administrator position is a remote, full-time individual contributor role based in Australia. It reports to Gregory Wong (Manager, Operations - Support) in Toronto, Canada. The Support Team currently has team members in Vancouver, Calgary, Montreal and Toronto, Canada, and in Melbourne, Australia. 

Opportunity & Impact

As an Applicant Support Administrator on the Casper Operations Support team, you'll help support our most widely used product, Casper.

Casper is a soft skills test used in the admissions process of hundreds of academic programs globally, including teacher's colleges, engineering, and medical schools. Over 140,000 applicants take the test every year. 

Applicants depend on your work to help them take the test, and their test results empower schools to make informed admissions decisions. That means your work will significantly influence the academic and career paths of thousands worldwide.

In this multi-faceted role, your day-to-day will consist of various supporting activities and tasks, like answering applicant inquiries or assisting with requests from our Support Agents or Customer Success team.

As our Support team members move toward specialized focus areas, you also will become the Casper Operations Support team’s go-to person for Special Test Arrangements.

Special Test Arrangements

In this role, you will lead the support for applicants with disabilities, functional limitations, or temporary medical conditions who need additional time, assistive software, assistive personnel or other arrangements when taking the Casper test. You’ll enable a test experience that meets their unique needs so they have a chance to pursue the education they want.

You get to directly support 1% of all applicants taking the Casper test across all programs and geographies, owning the queue of incoming submissions and responding to the majority of special test arrangement requests, an average of 1,200 submissions a year.

The work entails processing and parsing technical documents, understanding the nature of the requests and identifying deficiencies in documentation or unreasonable demands while protecting the confidentiality and privacy of applicants. 

You'll collaborate with applicants to finalize their special test arrangements, ensuring compliance with our policies. Occasionally, you'll liaise with other team members, including Security and Product teams, as well as external medical professionals and the applicant’s parents, to navigate unique situations. Your evaluations and decisions regarding applicant requests will be informed by their individual circumstances and recommendations from qualified professionals.

Test Support

As an Applicant Support Administrator, you will also immerse yourself in the Casper test experience and help with the behind-the-scenes work involved in scheduling and setting up tests. That includes preparing technical support and personnel and coordinating contract support agents and proctoring teams.

You also get to provide live test support a few times a month. This involves directly assisting applicants with questions and troubleshooting, guiding Test Support Agents and proctors on processes and effective communication, and handling escalating and complex incidents.

Process Optimization

Right now, we’re at the start of a new growth phase, giving you a chance to impact how our test support infrastructure and processes evolve directly and are optimized to support a higher volume of applicants this fiscal year.

Leveraging your drive to challenge the status quo and interest in continuous improvement, you will seek and identify opportunities to streamline and automate our support operations, explore and experiment with solutions, and lead your initiatives to implement new tools, processes, and policies.

An example improvement project includes developing a more robust special test arrangement request review process that ensures qualified medical oversight. Another initiative is collaborating with the Product and Security teams on opportunities for system enhancements to reduce the manual workload involved in processing each request.

As a contributor on the Support team, you'll represent the voice of the applicants and gather and share their feedback, insights, and concerns with our teams. You'll also anticipate and communicate the impact of product and process changes on applicants and advocate for their needs to drive improvements in the Casper test experience.

Measurements of Success

Your success at Acuity Insights is measured by two key metrics: ensuring 100% of special test arrangements are processed on time and Applicant Satisfaction Score, which you share with other Casper Operations team members.

You’ll know you are meeting performance expectations in your role when:

• 100% of requested special test arrangements are processed on time and ready for the applicant at their test time. 
• The Casper Operations Support team maintains an Applicant Satisfaction Score of >6/7.
• Your contributions to streamlining and automating support operations help increase the team’s overall capacity to spend time on other high-value, high-impact strategic initiatives for the business.
• Peers, collaborators, and leaders you support and collaborate with across other functions, like Customer Success, feel and recognize the impact of your work.

Working Hours

2-3 days per week, your hours will be:

• 7 am to 3 pm AEST (5 pm to 1 am EST) to facilitate meetings with Canadian team members and, plus on occasion, participate in live test support.

The remaining 2-3 days per week, your hours will be:

• 9 am to 5 pm AEST (7 pm to 3 am EST)

To thrive in the role, you:

• Bring some professional experience in a role with an administrative focus doing work that includes reviewing and processing documentation, handling personal information protected by privacy laws, or communicating about sensitive topics. 
• Consider yourself an expert at organizing chaos and creating structure around you. You skillfully maintain your digital workspace, manage details, time, and resources, prioritize tasks and responsibilities, and have a plan to meet deadlines and goals. 
• Have helped coordinate or spearhead operations-related projects from initiation to completion, for example, implementing a new tool, process or standard involving multiple collaborators and stakeholders.
• Naturally compassionate and adept at balancing empathy and high operating standards when navigating situations and leading conversations that bring out emotions. 
• Are digitally savvy and a quick learner on new software, enabling you to function and collaborate well in a remote-first work environment
• Are an operator at heart with an inclination to streamline processes and maximize efficiency. 
• Are growth-focused with a learner's mindset. You embrace candid, constructive feedback to develop yourself professionally and personally and relish learning new technology and applications.
• Don’t mind covering odd hours (evening and weekend tests) and are open to working on a weekend with time in lieu.

To thrive at Acuity Insights, you are

• Caring toward people. You take the time to listen and understand, encourage, and provide helpful feedback that can foster growth in others.
• Curious by nature. You are open-minded, like asking questions, exploring, experimenting, and learning new things.
• Driven to learn and problem-solve, both independently and with collaborators. You are solutions-oriented and continuously seek to improve your skills, methods, and practices, and support others. 
• Adaptable and drawn to startup-like environments where you can help build, innovate, and initiate and own projects that drive positive change.
• Autonomous and resourceful, you are at your best when you handle your work and time independently and proactively seek support when you get stuck or need feedback.
• Self-aware, with an understanding of your strengths and where you have growth opportunities.
• Motivated by purposeful work that resonates with your values and interests serves the greater good.

Selection Process

To ensure an equitable and inclusive process, all candidates will receive equal consideration for an interview, whether applying, introduced as a referral or contacting the manager or recruiter directly.

We look at every resume.

Your application is evaluated based on your professional experiences, how you’ve applied your knowledge and skills to make an impact, and the personal qualities you demonstrate.

You must reside in Australia and be eligible to work there to be considered for an interview. 

Interview Process

Our interview process is designed to be a two-way discovery and create space for meaningful conversations.

We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs.

We encourage you to be curious and ask insightful questions throughout our conversations.

Here are the steps you can expect:

• Review & Selection. A human, not an AI, reviews your resume and assesses your experience and application responses against our hiring criteria.
• Intro Conversation with Recruiter. If selected, you’ll have a 30-60 minute phone call to share your background and professional interests and learn more about the company, team, role and compensation.
• Communication Proficiency Assessment. On your own time, spend up to 20 minutes on a shortened version of our situational judgment test, Casper, to help us assess your communication approach and English language proficiency.   
• Meet The Manager & Local Team Member. Have a 45-minute video call with your potential future manager, followed by a 45-minute conversation with an Australian-based team member to discuss relevant experiences and learn more about the function, team and day-to-day of the role and working for a Canadian company from Australia. 
• Meet The Team. Connect with 2 more future peers and collaborators in 1-on-1 video conversations, each 30 minutes long, and learn more about the team, role, and life at Acuity Insights.
• Wait For a Decision. The Hiring Manager consolidates and evaluates feedback from the team to make a hiring decision within 2-4 days.
• Receive an Offer / Reference Check. If you're a good fit for the role, team, and company, we'll invite you to an offer conversation. The offer is contingent upon the completion of a reference check.

Compensation & Benefits

• Work remotely. Enjoy the freedom and flexibility of working from anywhere within Australia.
• Fair pay. Get paid fairly for your work with a salary aligned to your role, skill level, and job responsibilities, informed by internal pay equity and market data.   
• Investment in your growth. Access a $3,000 yearly budget for professional and personal development.
• Flexible paid time off. Enjoy two weeks of disconnected vacation at year-end, self-directed vacation time, extra Fridays off throughout the year, and time off to during medical, family, or mental health situations without financial worry.
• Company equity. Become a partial owner of Acuity Insights when you join, sharing in long-term value creation and financial success through our employee stock option plan.
• Support for holistic wellness. Access a stipend of $500 per year to use on a mental health platform membership of your choice (for example, BetterHelp or Inkblot).
• Hardware & workspace equipment. Receive a Mac laptop, extra monitor and other workspace equipment needed for your home office.

About Us

Acuity Insights is a Canadian company founded in 2014.

Our first product (Casper) was invented by Dr. Kelly Dore and Oncology Professor Harold Reiter to improve the admissions process at McMaster University's School of Medicine in Ontario. They recognized that traditional entrance exams and cover letters were biased and lacked insight into applicants' emotional intelligence and professionalism and built a test to assess those skills.

We acquired One45, a medical education software company, in 2021. The acquisition expanded our product line with two new products (One45 & Analytics) and doubled the size of our team.

Behind Acuity Insights today, you'll find a team of 130+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations.

It’s a team that actively fosters a culture and builds an environment where everyone feels included, respected, valued, and well-supported and has the energy to bring their full potential to work.

The presence and representation of a wide range of identities, backgrounds, and perspectives on our team is a strength. Our diversity fuels our ability to innovate, helps us build and evolve our market-leading products, contributes to a healthier work environment, and enables us to build a sustainable and capable organization to deliver the business outcomes we want.

We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to explore and apply to our open roles.

Thanks for your interest in Acuity Insights as your potential new workplace!

Supporting business development activities for the PMVIC business including bid management (bid process, bid creation and governance), content management (marketing collateral, templates, asset library), sales management (opportunity data/pipeline management, sector research, CRM, pursuit planning), marketing and communication (events, publications, digital marketing).

• Support the Bid Director and Bid Manager (as applicable) to drive the bid process, coordinate kick-off meetings and manage the day-to-day bid timeline and deliverables.
• Prepare and maintain high quality RFT/EOI bid submissions - collating information, writing/creating content (as required), obtaining/creating graphics and coordinating templates and collateral.
• Coordinate internal and external stakeholders and subconsultant inputs and monitor proposal content to ensure compliance to all RFT/EOI requirements and evaluation criteria.
• Ensure legal, commercial and compliance checks are in place and ensuring each bid response meets Turner & Townsend governance requirements.
• Compile, proof and prepare final bid for lodgement and upload to tender platforms as required.
• Support the Bid Director and Bid Manager (as applicable) with post tender clarifications and preparation of interview/presentation material.
• Follow up clients on submissions, ensure feedback from clients and testimonials are recorded and ensure improvements and suggestions are implemented in future submissions.
• Update stage of tender submission and progress on CRM (D365 and other platforms as required).
• Actively maintain PMVIC prequalifications and panel registrations including current insurances, certifications and contract renewals and monitoring expiry dates.
• Create consistent, high quality documents ensuring compliance with Turner & Townsend brand guidelines and alignment with the ANZ Business Generation team requirements.
• Rebrand remaining acquired CBRE collateral including CVs, case studies and capability statements.
• Maintain PMVIC content library - formatting/updating content for CVs and project case studies, capability statements, bid templates, project registers, client testimonials/references, best practice bid content and other collateral as required.
• Maintain digital asset library including cataloguing/tagging of project/sector/staff image files as required.
• Coordinate with the ANZ Business Generation team - regularly review and update PMVIC content within the existing content libraries (MS Teams, SharePoint, Hive, T2 and other platforms as required).
• Maintain a program of reviewing content and proactively engaging with Super Sector and Sector Leads to identify, innovate, create and update content including new offerings, infographics and templates.
• Maintain and utilise client management database on D365 and other platforms as required.
• Attend Super Sector and Sector pipeline meetings and assist the team with sales and marketing activities to support pursuits and bids (research, background analysis, pursuit plans, key client plans, reporting and registers as required).
• Assist with maintenance of pipeline and forecasting tools (D365 and other platforms as required) and win/loss registers for internal reporting.
• Assist with D365 and other platforms including refresher/drop-in training sessions for local teams (periodically as required).
• Promote and support Turner & Townsend's business initiatives including contributing to strategies when and where required.
• Support the ANZ Business Generation team with PMVIC internal reporting requests, training/program rollout and data cleansing/updating as required.
• Monitor the PMVIC Tenders inbox and circulate new opportunities and tender correspondence to Super Sector and Sector Leads as applicable.
• Support the coordination of client events including conference attendance, B2B presentations, networking events, BD calendars etc.
• Support the ANZ Business Generation team (Marketing) with any marketing requests specific to PMVIC including content for internal publications (Staying ConnecTTed), external marketing/PR, digital marketing (LinkedIn), events, award nominations etc.
• Undertake ad hoc tasks to support the business generation function.
• Attend Kick Start and PM ConnecTT meetings and provide an update on wins/losses, current bids and any upcoming marketing events.
• Act as the main point of contact for all business generation-related enquiries for the PMVIC team and interface/seek guidance/escalate as required to the ANZ Business Generation team.
• SOX control responsibilities may be part of this role, which are to be adhered to where applicable.
• Comply with the requirements of Turner & Townsend’s Business Management Systems including Health & Safety, Environmental and Quality Management associated with the role and position within the company.

We're seeking a dynamic Inventory Control Specialist to play a key role in optimizing our inventory management processes and ensuring seamless operations across our pharmacy network.

Collaborative Oversight:

• Collaborate closely with warehouses, carriers, and pharmacy partners to oversee shipping and receiving of stock.
• Manage pharmacy Stock on Hand (SOH) reconciliation and discrepancy investigation processes.
• Coordinate and manage the end-to-end process of consumables orders, ensuring timely delivery and efficient stock levels.

Operational Efficiency:

• Act as the first point of contact for incoming correspondence, providing assistance and escalating when needed.
• Provide support for projects and continuous improvement processes.
• Facilitate the onboarding of new pharmacies by assisting with account setup and providing ongoing support.
• Assist with administrative and fulfillment-related tasks as needed.

Reporting and Documentation:

• Generate regular reports on key performance indicators (KPIs), including inventory levels, order accuracy, productivity, and operational metrics.
• Maintain accurate records of pharmacy operational activities, such as inventory adjustments, receipts, and shipments.
• Coordinate access for pharmacies to necessary systems and resources.
• Conduct regular audits to verify inventory accuracy and maintain up-to-date documentation of operational procedures.

Problem Solving:

• Address operational issues, discrepancies, or customer complaints in a timely and effective manner.
• Analyze root causes of problems and implement corrective actions to prevent recurrence.

We are seeking a Service Advisor / Warranty Administrator with a high level of customer service, who enjoys helping the team, problem solving and considers themselves a skilled multitasker.  Located in our busy Workshop in Port Melbourne and reporting to the State Workshop Manager, you will flourish in a dynamic environment where multi-tasking and prioritising is a must!  

Tasks and responsibilities will include:

• Meet and greet clients as the first point of contact for the Service Workshop.
• Follow manufacturer and warranty policies effectively and efficiently.
• Plan, direct, monitor, and control job repairs for retail and internal clients.
• Co-ordinate daily service appointments and manage client expectations.
• Meet workshop service KPIs.
• Ensure customer satisfaction is achieved on a daily basis by providing excellent service.
• Take bookings for clients via email, phone, or face to face.
• Prepare Repair Orders for all client bookings.
• Liaise with the workshop to ensure clients are kept updated regarding the status of services/repairs.
• Promptly invoicing clients.
• Coordinate statutory warranties for internal repairs via the State Workshop Manager.