Operations Coordinator

About This Role

Operations Coordinator is a full-time, people-first role that serves as the primary operational leader for Gracie Barra Guildford. This position sits at the intersection of sales, customer service, student relations, and school administration, working closely with the Head Instructor and ownership to ensure smooth school operations, student support, and community growth.

Responsibilities

• Present Gracie Barra programs to prospective students and families
• Schedule, confirm, and follow up on all introductory lesson appointments
• Manage the full new student enrollment process from first contact to signed membership
• Follow up with no-shows and pending enrollments
• Handle objection and cancellation calls with professionalism, working to retain students
• Track and report enrollment conversion rates to ownership
• Build and maintain strong relationships with students and parents
• Proactively identify at-risk or absent students and execute follow-up strategies
• Handle student complaints and feedback with care and professionalism
• Conduct resell calls for freeze and cancellation requests
• Manage all inbound communications
• Ensure calls and messages are answered promptly and professionally during business hours
• Maintain a clean, organized, and welcoming front desk and overall school at all times
• Ensure the school is operationally ready for each class day
• Manage and maintain the school CRM and membership database
• Follow up promptly with students whose payments have failed or are overdue, using a professional and solutions-focused approach
• Execute monthly overdue collection strategies to keep delinquency below 5% of active invoices
• Oversee all aspects of the Gracie Barra Guildford afterschool program
• Manage afterschool enrollment, sales, and parent communication
• Recruit, supervise, and support afterschool drivers and helpers
• Organize and coordinate daily student pickup and drop-off logistics, Monday to Friday
• Ensure all child transportation is conducted safely and in compliance with BC regulations and school policy
• Maintain accurate attendance logs and student records for the afterschool program
• Ensure child protection, safety, and compliance policies are upheld at all times
• Assist the Head Instructor with class scheduling and communicate updates to students
• Manage inventory of uniforms, belts, and training materials
• Oversee Pro Shop sales and coordinate restocking as needed
• Support planning and execution of school events, promotions, and community activities