We are looking for a Mentor Operations Administrator who is proud of their ability to connect with a wide range of people and personalities and is excited to work with a variety of mentors and the Mentor Operation Teams. Reporting to the Mentor Operations Manager, this role will work closely with our Mentor Onboarding and Community Specialist to support scheduling, onboarding and off-boarding mentors, providing support and initial troubleshooting, and escalating any technical issues to our software team. 

The Mentor Operations Administrator will work with the Mentor Operations teams to maintain an engaged mentor pool to support our wide variety of programs. Our mentors are a diverse group of tech professionals who provide mentorship to our students and grads on a flexible schedule. If you enjoy working with a variety of different personalities and providing support, please apply today!

Who are you?

You’re likely someone who is passionate about creating inclusive, diverse, and engaged communities that are built on providing optimal student support. You thrive in a fast-paced environment and are comfortable providing excellent customer service and interacting with  350+ mentors. You are creative and enthusiastic, and not afraid to experiment with new and exciting ways to keep people engaged and motivated. 

What you’ll be doing:

• Supporting the operations of the mentor team and the Post Program Support initiative; 
• Onboarding mentors to internal software systems;
• Responding to mentor queries in a timely and accurate manner, via phone, email, or chat and following up to ensure that issues are resolved;
• Conducting initial troubleshooting of mentor issues;
• Identifying mentor needs and helping mentors discover and use specific features;
  
• Assigning mentors to the mastermind groups;
• Monitoring and contributing to mentor Discord and Slack channels;
• Coordinating, scheduling, and managing training shifts;
• Solving mentor scheduling issues;
• Supporting Mentor onboarding tasks: contracts, shadow shifts, offer emails/inquiry emails, mock lectures, calendars & scheduling.

What we need from you:

• A minimum of 1 year of experience in customer support;
• Experience troubleshooting customer issues by trying various resolution methods;
• Experience onboarding, training, and scheduling teams;
• Strong and confident communication that leads with empathy and urgency;
• A passionate belief that customer onboarding and customer success are key drivers of revenue retention and growth;

• Knowledge of office management systems and procedures;
• Experience using MS Office (MS Excel and MS PowerPoint, in particular);
• Excellent time management skills and the ability to prioritize work;
• Attention to detail and problem-solving skills;
• Excellent written and verbal communication skills;
• Strong organizational skills with the ability to multi-task;
• High School degree; additional qualification as an Administrative assistant or Secretary will be a plus.

Why you’ll love it here:

• A fast-paced culture focused on continuous learning and growth;
• 4 WEEKS PTO! (15 vacation days, 5 personal days);
• Unlimited sick days;
• Hybrid workspace options;
• A remote working budget to get your home office up and running;
• A learning fund to support professional development;
• Flexible working hours;
• Employer-paid health benefits.

About us: 

Lighthouse Labs was founded in 2013 with the mission to effectively and efficiently prepare the workforce with the analytical and technical skills necessary to succeed in a world of automation. With an initial focus on our open-enrolment developer Bootcamp, we have grown into a leading provider of professional education services, delivering outstanding educational outcomes for our students. Our secret? Innovative curriculum, proprietary ed-tech, unique mentorship and career services and partnerships with government and industry-leading organizations. We’re a bunch of quirky, inclusive and smart people who are changing lives by reimagining education - join us!

Lighthouse Labs is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All positions at this time are remote, and we welcome all applicants. Feel free to ask us about other perks of working at Lighthouse Labs!

Lighthouse Labs is looking for a Mentor Operations Manager to build and maintain an engaged mentor and instructor community that will support our wide variety of programs. This role will include creating strategies to increase our pipeline, onboarding and training, demand forecasting, engagement and retention, and scaling these strategies as we continue to grow. In addition, our ideal candidate will work with Sr. Manager, Education Operations to increase and maintain mentor growth and performance.  Students in our programs interact with a diverse group of tech professionals who provide technical mentorship on a flexible schedule; with student focus in mind the Mentor, Operations Manager will provide training, development and performance reviews for all mentors in our Mentor Community. 

Who are you?

You’re someone who is passionate about creating inclusive, diverse, and engaged communities that are built on providing optimal student support. You thrive in a fast-paced environment and are comfortable providing excellent customer service and interacting with 350+ mentors while maintaining a personal touch. You are also very comfortable with both optimizing what is working well and implementing new processes.

What you'll be doing:

• Overseeing our mentor logistics, including mentor experience & engagement, mentor quality, staffing, resourcing, and retention
• Developing a scalable recruitment and retention strategy
• Working with the HR Team to ensure all our programs are staffed and resourced appropriately
• Leveraging ourwealth of data to understand mentor and student behaviours and areas for improvement along our entire workflow
• Collaborating with the LXD and Product team to create training plans to ensure mentors are helping our students get the most out of our courses, as well as develop an assessment strategy that evaluates mentor success and delivers timely, actionable feedback.
• Working with our Software & Operations teams to build out processes and tools for scaling our mentor operations 
• Developing programs and training for our mentors, as a benefit of being part of our community
• Ensuring there is a regular cadence and consistency to insights & learnings from your team through sharing monthly/weekly reports to relevant stakeholders
• Give expert-level advice to Mentors as they help support students reach their full potential on their academic journey through performance, student feedback and quality audits.
• Maintain open channels of communication between Education and LHL team to enhance and improve the mentor relationship, training and development process. 
• Providing communications and reports on a regular basis on mentor feedback.
• Providing leadership and support for the mentors, including the development and promotion of best practices around mentorship delivery, online learning, high-impact teaching practices and experiential learning.
• Working with the Director, Education Delivery to scale mentor quality assessment and reporting, learning outcomes and their measurement, and mentor recruitment and retention.
• Actively monitoring mentor KPIs, survey results and qualitative data to help make recommendations to the Director, Education Delivery.

What we need from you:

• 4+ years of experience working in rapid growth organizations with demonstrated experience either building or operating on-demand services and marketplaces. Bonus if you also have community management experience 
• 2+ years people management experience
• Proven data-driven decision-maker who uses hypothesis-driven thinking to identify problems and design experiments that lead to new solutions
• Excellent data manipulation and analysis skills through spreadsheets and/or SQL
• Demonstrated expertise scaling processes and building new operational solutions while preserving a personalized experience 
• Strong prioritization skills to effectively balance ongoing business operations and while driving meaningful initiatives for future growth
• Extensive experience building collaborative and effective relationships with cross-functional teams and stakeholders
• Excellent communicator
• Comfortable leveraging a variety of tools to build what you need, either through code or no code options such as Airtable, Zapier, etc.
• Comfortable working remotely and able to collaborate effectively with a distributed team in both EST and PST time zones.
• Tech and Software Savvy - experience with the G Suite, (Gmail, Google Docs, Google Calendar etc.) Slack, Discord highly preferred

Why you’ll love it here:

• Fast-paced culture focused on continuous learning and growth
• 4 WEEKS PTO! (15 vacation days, 5 personal days)
• Unlimited sick days
• Hybrid workspace options
• A remote working budget to get your home office up and running
• A learning fund to support professional development
• Flexible working hours
• Employer-paid health benefits

About us: 

Lighthouse Labs was founded in 2013 with the mission to effectively and efficiently prepare the workforce with the analytical and technical skills necessary to succeed in a world of automation. With an initial focus on our open-enrolment developer bootcamp, we have grown into a leading provider of professional education services, delivering outstanding educational outcomes for our students. Our secret? Innovative curriculum, proprietary ed-tech, unique mentorship and career services and partnerships with government and industry leading organizations. We’re a bunch of quirky, inclusive and smart people who are changing lives by reimagining education - join us!

Lighthouse Labs is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All positions at this time are remote, and we welcome all applicants. Feel free to ask us about other perks of working at Lighthouse Labs!

Lighthouse Labs is looking to welcome new Subject Matter Experts in the field of Cyber Security. Working directly with the Learning Product team, SMEs help design and develop our innovative technical curriculum for learners across Canada.

This position is a contract, hourly basis role. The hours are flexible to fit the project needs and the SME commitments.

What you’ll be doing:

• The Subject Matter Expert (SME) acts as a reference in their field of expertise to collaborate with the learning design team to develop high quality, workplace relevant learning experiences in their field of expertise.

• The SME plays a key role in the development of new programs and products as well as in the update and maintenance of existing programs. They work closely with the learning design team to write, develop, update and support the delivery of courses.

• SMEs work with LHL on a flexible, hourly basis. They must be available to meet with the project stakeholders at designated points during the project which will be decided on project kickoff.

What we need from you:

• Passion for teachingCyber Security topics and the field of cyber security
• Proficiency in the topics covered in our curriculum, including IT and Network Essentials, Security Policies, Forensics, Detection Engineering, Threat Intelligence, Forensics and Secure Architecture, and how they are used in the workplace
• Excellent understanding of Cyber Security Frameworks and industry relevant tools,in a business context
• Minimum of 5 years experience solving real-life business and Cyber security problems, and are comfortable creating Labs in an Emulated virtualization environment
• Excellent communication (written and verbal) skills - experience writing content for non-technical audiences an asset
• Tech and Software Savvy - experience with the G Suite (Gmail, Google Docs, Google Calendar etc.), Slack, Discord highly preferred

About us: 

Lighthouse Labs was founded in 2013 with the mission to effectively and efficiently prepare the workforce with the analytical and technical skills necessary to succeed in a world of automation. With an initial focus on our open-enrolment developer Bootcamp, we have grown into a leading provider of professional education services, delivering outstanding educational outcomes for our students. Our secret? Innovative curriculum, proprietary ed-tech, unique mentorship and career services and partnerships with government and industry-leading organizations. We’re a bunch of quirky, inclusive and smart people who are changing lives by reimagining education - join us!

Lighthouse Labs is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All positions at this time are remote, and we welcome all applicants. Talk to us to find out about our learning fund and other perks!