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Front Lines Lead

General Assembly logo

Détails de l'offre

location-pin Boston, Massachusetts, États-Unis
location-tag 3246345

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 40,000 full- and part-time alumni — and counting.

In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.

 

Front Lines Lead oversees the Front Lines staff. They find opportunities to improve the student and visitor experience. They live and breathe community and work hard to drive high performance of their Front Lines Associate team. 

A Front Lines Lead is someone who knows how to motivate a team and deliver an all-star customer service experience. They take direction from the Campus Ops Lead or Manager and drive the results within the team. They work cross-functionally with one or more of the other campus teams to help support the campus experience. 

A Front Lines Lead should be considered as a hiring option when there are 5+ Front Lines Associates on the team, the Lead/Manager role is hybrid, or there is a second physical space to look after (such as HQ, call center, expansion market campus, etc.)

 

Responsibilities:

  • Front Line Associate responsibilities, plus:

  • Management of team staffing and scheduling ensuring all Front Lines employees are gainfully employed 

  • Drive high performance of Front Lines staff through floor management, leading trainings, and onboarding new team members

  • Engage in strategic planning to optimize the campus run-of-show

  • Coordinate evening logistics and effectively direct Front Lines 

  • Review daily schedule in advance and locate opportunities to optimize setup and breakdown of each class and event.

  •  Find opportunities to improve student experience and increase accountability of Front Lines performance; work with Campus Ops Manager to ensure that all students have a world-class experience

  • Enacting preventative maintenance of classroom equipment & facilities

  • Responsible for maintaining classroom facilities, including AV equipment; escalating issues to management as needed  

  • First point of contact for troubleshooting A/V needs

  • Providing timely and thorough reports to Campus Operations Manager on a weekly basis

  • Tracks inventory and orders supplies for campus

 

KPIs

  • Ensures all Front Lines Associates are gainfully employed and working during work hours

  • The physical campus is tidy and organized.

  • Supports team in driving health metrics:

  • 4.5/5 : The Front Lines staff are attentive, welcoming, and supportive

  • 4.5/5 : GA is open and inclusive of differences and diversity.

  • 4.5/5 : I have opportunities to engage/collaborate with my peers.

  • 4.5/5 : The campus facilities provide an inviting and comfortable place to learn.

 

Core Competencies

  • Communicates Effectively

  • Action Oriented

  • Approachability 

  • Motivating Others

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