Campus Service & Experience Manager

Contour Education; Melbourne; On-site; AUD 77,000 - 95,000; Full time

Benefits offered by this job

Flexibility

Extra leave

EAP access

Lifestyle perks

Job summary

Contour Education is seeking a campus leader to own day-to-day operations, lead the Service Team, and safeguard the student and parent journey on-site in Melbourne. You will oversee opening/closing, class readiness, scheduling, attendance, and multi-channel (phone, email, text) service delivery with a focus on excellence.

You will build strong relationships with tutors, continuously improve campus processes, and represent the campus to Contour leadership, ensuring a positive, high-impact student

Qualifications

• Prior customer service leadership experience (education, operations, retail, hospitality etc.).
• Team leadership and staff development abilities.
• On-campus, full-time presence and availability weeknights/weekends when classes run.
• Clear, empathetic communication with students, families and staff.
• Operational discipline to maintain systems and standards.
• Problem solving and decision-making under pressure.
• Continuous improvement mindset to work smarter.
• Energetic presence and positive leadership.

Responsibilities

• Campus Ownership: take accountability for campus’s success and safety.
• Team Leadership & Development: coach and develop the campus Service Team.
• Experience Stewardship: ensure seamless student and parent journey.
• Operational Excellence: manage opening/closing, class readiness, attendance, inventory and multi-channel service operations.
• Walk-In & Student Support Oversight: provide clear, empathetic support to walk-ins and students/parents.
• Trial Experience & Conversion: oversee trial experience and bookings to maximise conversion.
• Tutor Enablement: support tutors with environment, resources and tech.
• Workflow & Process Improvement: identify gaps and embed improvements.
• Standards & Quality Assurance: audit operations and touchpoints for quality.
• Campus Representation: advocate for campus insights and brand standards.
• Crisis & Issue Management: lead quick resolution during disruptions.

Skills

Customer service leadership

Team leadership

On-campus supervision

Communication

Operational discipline

Problem solving

Continuous improvement

Energy presence

Job description

Contour Education is seeking a campus leader to own day-to-day operations, lead the Service Team, and safeguard the student and parent journey on-site in Melbourne. You will oversee opening/closing, class readiness, scheduling, attendance, and multi-channel (phone, email, text) service delivery with a focus on excellence.

You will build strong relationships with tutors, continuously improve campus processes, and represent the campus to Contour leadership, ensuring a positive, high-impact student