Family Experience & Operations Manager
# Family Experience & Operations Manager **Future Gems Creative Dance** · Hornsby NSW 2077 · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role Family Experience & Operations Manager | Permanent Part-Time Future Gems Dance Studio | Hornsby / Upper North Shore, Sydney $36–$38 per hour + super | Approx. 20 hours/week | Year-round permanent part-time from 2027 Future Gems is looking for a warm, exceptionally organised and proactive Family Experience & Operations Manager to become an integral part of our growing dance studio. Future Gems has grown a lot over the past ten years and as we continue to grow, we're looking for someone special to help make sure everything happening behind the scenes grows with us too. You'll work closely alongside the Studio Director as a trusted right-hand person - helping solve problems, plan for what's ahead and turn the bigger-picture vision and priorities of Future Gems into action. Alongside this, you'll take ownership of the day-to-day operations, enrolment growth and family experience that keep our studio thriving. But this isn't simply an administration role. We're looking for someone who notices. Someone who notices when a family needs a little extra support. When an enquiry needs following up. When a class has room to grow. When a deadline is approaching or a system could work better and someone who takes initiative, finds solutions and follows things through without always needing to be asked. About Future Gems At Future Gems, we're more than just a dance studio - we're a community dedicated to helping children grow in confidence, creativity and connection. Our mission is to create a future where every child knows: I am enough. My dreams matter. And my kindness can change the world. We believe dance and movement can be powerful tools for helping children discover who they are, what they're capable of and the courage to keep trying. Behind every magical class, meaningful connection and confident little dancer is a whole lot happening behind the scenes and we're looking for someone who loves making that magic happen. The Role at a Glance Location: Hornsby / Upper North Shore NSW, with some work-from-home flexibility once established Hours: Approximately 20 hours per week, predominantly Monday-Friday Employment: Casual during the Term 4 2026 training and transition period, with a view to permanent part-time employment in 2027 Commencement: Ideally October 2026 for training and transition, with the full role commencing January/February 2027 Remuneration: $36–$38 per hour + superannuation as a starting guide, depending on experience, skills and qualifications Flexibility: Some weekend availability will be required for key studio events and peak enrolment periods The permanent part-time role will be year-round, rather than operating only during school terms, with scope for both hours and remuneration to grow as the role develops. What You Will Own Your role centres around three key areas: Create Exceptional Family Experiences You will become a trusted, familiar point of contact for Future Gems families and help ensure every interaction feels warm, thoughtful and personal. You'll: Own family communications across phone, email and studio channels Manage the new-family journey from first enquiry and Discovery Session through to follow-up, enrolment and onboarding Build genuine relationships with current families and help them feel known, valued and supported Guide families around classes, memberships, pathways, events and policies Manage routine family concerns, transfers, enrolment changes and withdrawals with empathy and good judgement Proactively connect with families who may need additional support Coordinate newsletters, event information and important communications Create meaningful touchpoints and little moments that contribute to the Future Gems WOW factor. Support Sustainable Growth You will help bring our enrolment and retention strategies to life - not through pushy sales, but through genuine relationships, thoughtful follow-up and an excellent family experience. You'll: Take proactive ownership of the enquiry → Discovery Session → enrolment pipeline Follow up prospective families and confidently guide them towards appropriate classes Monitor enrolments, retention, re-enrolment, attendance, waitlists and class capacity Know the health of our classes - what's thriving, what has room to grow and what may need attention Identify opportunities to fill available places and nurture waitlists Track withdrawal patterns and help identify opportunities to strengthen retention Help execute Discovery Weeks, re-enrolment periods, referral initiatives and enrolment campaigns Provide useful reporting, observations and recommendations to the Studio Director. Create Seamless Operations You will help create calm amongst the many moving pieces of Future Gems and ensure important details don't fall through the cracks. You'll: Work closely with the Studio Director to turn priorities and ideas into action Maintain the annual studio calendar and proactively plan for upcoming deadlines and recurring processes Project-manage key studio events and initiatives including showcases, concerts, Discovery Weeks, re-enrolment and celebrations Oversee operational concert and showcase planning Create and continually improve systems, processes, checklists, templates and SOPs Coordinate suppliers, ordering, resources and studio requirements Help ensure our teaching team has the operational information and resources they need Support teacher availability, cover coordination and onboarding where appropriate Anticipate roadblocks and solve problems independently within the scope of the role Follow projects, conversations and commitments all the way through to completion Happily roll up your sleeves for the practical little jobs that sometimes just need doing. About you You might be our person if you're: A people person. You genuinely enjoy connecting with people, building rapport and making families feel welcomed, heard and looked after. Great with children and families. You'll get to know our students too - because while much of your role happens behind the scenes, the children are the reason we're here. Proactive and forward-thinking. You notice what needs attention before someone has to ask. Exceptionally organised. You can confidently juggle multiple moving pieces, deadlines and projects while still seeing the bigger picture. An owner, not just a doer. When something becomes yours, you take responsibility for the outcome, follow it through and close the loop. A natural problem-solver. When something doesn't go to plan, your instinct is to think, “Okay, how can we solve this?” A clear and thoughtful communicator. You can adapt your communication while keeping it warm, clear and professional. Comfortable with numbers and results. You don't need to be an accountant, but you're comfortable looking at enrolments, conversion, retention and class capacity and using those numbers to identify what needs attention. Full of ideas. You're curious about how things could work better and aren't afraid to contribute your thoughts. Calm amongst the chaos. You can prioritise and adapt when there are lots of moving pieces - especially around concert time. Heart-led. You care deeply about doing good work and treating people well, and connect with our values of Confidence, Compassion, Creativity and Courage. The Essentials We're looking for someone with: Demonstrated experience in operations, administration, customer experience, business management or a similar role with meaningful responsibility Strong customer service and relationship-building skills Confidence speaking with prospective families and having conversations that lead to enrolment - without being a pushy salesperson Experience managing multiple priorities, projects and deadlines independently Exceptional organisation, attention to detail and follow-through Strong written and verbal communication skills (including over the phone!) Confidence handling family concerns and sensitive conversations with empathy and professionalism A proactive approach to decision-making and problem-solving Confidence with technology and learning new systems Comfort working with basic business data and metrics The ability to work both independently and collaboratively A current NSW Working With Children Check, or willingness to obtain one Reliable transport and the ability to work across our Hornsby / Upper North Shore locations Availability across agreed Monday-Friday hours, with flexibility for occasional weekends during key events and peak periods. Experience within a dance studio or children's activity setting is highly regarded, but not essential. Experience within small business, education, allied health or another family-focused/service-based organisation may also translate beautifully to this role. What it is like working for us: This isn't a role where you'll simply be handed a list of tasks to complete. You'll be trusted to take ownership, contribute ideas and observations, participate in planning and play a meaningful role in what we're building. Once established, there will be flexibility for a combination of in-studio and work-from-home hours around the needs of the studio. You'll also participate in Leadership Days, Team Inspiration Days, professional development opportunities and regular Thrive Sessions - because we believe our team should have opportunities to learn and grow too. Transition into the Role You'll join Future Gems during Term 4 2026 for a supported training and transition period, working closely alongside the Studio Director and our current team. This won't simply be a shadowing period. As you become familiar with Future Gems, you'll progressively begin taking ownership of responsibilities, communicating with families and getting hands-on with the role. From January/February 2027, the intention is for you to step fully into the Family Experience & Operations Manager position, taking greater ownership across family experience, enrolment and retention, and studio operations. As you settle into the role, you'll also help shape it. We're looking for someone excited to grow alongside Future Gems, rather than simply maintain the way things have always been done. Remuneration & Employment During Term 4 2026, the position will commence on a casual basis for training and transition. Following a successful transition and mutual fit, our intention is to move to permanent part-time employment in 2027, initially working approximately 20 hours per week, year-round. As a starting guide, we anticipate $36–$38 per hour + superannuation, depending on experience, skills and qualifications. There is scope to review both hours and remuneration as Future Gems grows and the role develops. Ideally, we'd also love our successful candidate to be available for our 2026 End of Year Concert on Sunday 22 November, one of the biggest events in the Future Gems calendar. Ready to Apply? If you've read this and found yourself thinking “this sounds like me!”, we'd love to hear from you. Please complete our Family Experience & Operations Manager Application Form, telling us a little about yourself, your experience and why you think you might be the right fit for Future Gems. We're looking for someone who genuinely connects with what we're building, so don't be afraid to let your personality shine through. Applications close Sunday 4 October 2026. We'll be reviewing applications as they come in and may begin interviews or appoint the right person before applications officially close, so if this role feels like you, we'd love to hear from you sooner rather than later. Complete the Family Experience & Operations Manager application form: https://forms.gle/nDzXzYjGURqyzb6GA View the full job description here: https://www.danceclasseshornsby.com.au/wp-content/uploads/2026/09/Family-Experience-Operations-Manager-JD-3_compressed.pdf Pay: $36.00 – $38.00 per hour Expected hours: 20.0 per week Benefits: Work from home Application Question(s): Have you completed the Future Gems online application form? Please type “Yes” once completed. https://forms.gle/3vCHBCUrgBcReNG56 Please note: Completion of the online application form is required to be considered for this position. Work Location: Hybrid remote in Hornsby NSW 2077
Наблюдалась 2026-09-23, впервые 2026-09-23, источник — Indeed.