Medical Admissions Operations Lead (Remote)

Medical Admissions Operations Lead

Medical Admissions Consulting (MAC)  •  Jack Westin

Position Summary

The Admissions Operations Lead leads the day-to-day operations of the Medical Admissions Consulting (MAC) program. This is a hands-on management role: the Operations Lead manages the admissions team — experts and editors — including hiring support, onboarding, performance, scheduling, and everyday HR and customer-service issues, while the Admissions Program Manager owns the admissions process itself. The Operations Lead is expected to be the operational and people-management backbone of the program, ensuring students receive consistent, high-quality service and that the team is well-supported, well-utilized, and accountable.

This role requires a strong working knowledge of the medical school admissions process, comfort with data tracking and visualization, and the interpersonal skill to communicate with students, parents, and family members, as well as internal teams across Sales, Marketing, Product, and Operations.

Team Leadership & People Management (Primary Focus)

• Directly manage individual admissions team members — experts and editors — including onboarding, day-to-day supervision, coaching, and performance management.
• Handle everyday HR matters for the admissions team, including scheduling, workload balancing, availability, time-off coordination, and escalation of personnel issues.
• Support hiring for the admissions team: help define needs, screen and interview candidates, and onboard new experts and editors.
• Set and uphold clear performance expectations for advising delivery, including response times, deliverable timelines, and scheduling standards.
• Monitor the quality of individual team members through student feedback, meeting observations, and response audits, and deliver targeted coaching and improvements.
• Oversee payroll processing and approval issues for piece-work admissions staff.

Customer Service & Family Communication

• Serve as a senior point of contact for customer-service issues across the admissions program, resolving escalations and modeling a warm, direct, professional service standard.
• Communicate directly with students, and with parents and family members as needed, on progress, expectations, and concerns.
• Identify service pain points and implement enhancements that improve student satisfaction, retention, and referral potential.
• Partner with Enrollment and Sales to resolve MAC-related inquiries and remove obstacles to conversion.

Admissions Knowledge & Advising Oversight

• Demonstrate a solid understanding of the admissions process, including the basics of the different application types (e.g., AMCAS, AACOMAS, TMDSAS) and their deadlines and requirements.
• Oversee advising workflows across the admissions cycle, including student onboarding, goal setting, progress tracking, and deliverable completion.
• Manage cycle-timing casework, including deferrals, cycle moves, re-applicant strategy, and gap-year guidance, in coordination with the assigned expert.
• Ensure student-facing materials are accurate, appropriately categorized for the relevant application system, and matched to each student's eligibility and credentials before release.
• Build and maintain admissions benchmarks from AMCAS, AACOMAS, and TMDSAS — establishing the minimum, average, and competitive tiers (across shadowing, clinical, research, and service hours, plus GPA and MCAT) that are used to score students' profiles and flag their most urgent gaps.

Student Progression & Retention

• Maintain current records of client status, service tier, deliverable stage, and engagement to support retention, capacity planning, and forecasting.
• Proactively identify students who are falling behind, flag concerns, and follow-up with the expert team. The assigned expert is responsible for evaluating why a student is falling behind, contacting the student about substantive concerns, and determining the appropriate admissions strategy or resources.

Data Tracking, Visualization & Databases

• Be proficient in data tracking and visualization; build and maintain dashboards and reporting that measure program health, capacity, bookings, churn, and customer-experience metrics.
• Assist with collecting data from various medical schools and online resources (e.g., AAMC/AMCAS data) to keep internal databases and benchmarks accurate and up to date.
• Provide data-driven insights to leadership for capacity planning, sales projections, and operational decisions; monitor trends and flag gaps and opportunities.
• Provide input to Product/Technology on admissions dashboards and workflow tooling; test changes, report defects, and support adoption.

Capacity Planning & Resourcing

• Speak to and manage the capacity of each expert and editor for each admissions cycle, ensuring workloads are realistic and coverage risks are addressed proactively.
• Manage expert/editor assignments, student lists, and caseload distribution, keeping the roster and student-to-advisor routing accurate and current.
• Maintain and apply the sales sheet and annual booking projections to inform staffing and capacity decisions.

Cross-Functional Collaboration

• Support and, where needed, help lead cross-department campaigns with Marketing and Sales, including MAC service promotions and collateral (e.g., service flyers and one-pagers).
• Produce MAC marketing collateral directly.
• Collaborate with leadership to refine MAC offerings, resources, and content that increase bookings and address unmet student needs.
• Build strong 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, and ensure documents are reviewed and properly signed off on.
• Develop and maintain scalable operational systems, workflows, and templates that support program efficiency and growth.
• Quality-check student-facing deliverables before release, including link verification and confirming correct student name, assigned expert, and re-applicant status.

Refunds, Escalations & Service Operations

• Oversee service-delivery operations including new enrollments, escalations, and cancellations.
• Collaborate with the Senior Director of Services and the Senior Director of Operations on refund cases.
• Compile executive summaries of services rendered for refund and dispute cases — reconstructing what a student received by cross-referencing HubSpot logs, advisor email, and advising records, and fact-checking every claim before a letter is sent.

Qualifications

• Experience leading or administering a medical school admissions program is strongly preferred—ideally as a Director of Admissions or in a senior admissions leadership role at a medical school.
• Deep familiarity with the medical school application process, including relevant application systems and the student journey from application through admission.
• Proven people-management experience, ideally in a service, education, or customer-facing environment; comfort handling HR and customer-service situations directly.
• Working knowledge of the medical school admissions process and application systems, or the ability to ramp quickly.
• Proficiency with data tracking and visualization tools (e.g., spreadsheets, dashboards); comfort collecting and organizing data from external sources.
• Familiarity with AI tools (e.g., Claude, ChatGPT) and a willingness to use them to streamline workflows, analyze data, and improve the quality and consistency of deliverables.
• Strong organizational skills and experience owning SOPs, documentation, and quality assurance.
• Excellent written and verbal communication, including with students, parents, and cross-functional partners.
• Experience with capacity planning, scheduling, and coordinating a team of contributors.

Employment with Jack Westin may be contingent upon successful completion of background, reference, employment history, education, and credential verification, as applicable and permitted by law. The Company reserves the right to conduct such checks at its discretion and in accordance with applicable law.