Jobs at Bridge International Academies

About the Role

• The role will be reporting to the Resolution Manager. The Resolution Associate will be responsible for ensuring Bridge customers/callers receive excellent customer support.
• The Resolution Associate will also resolve recipient questions and resolve any issues within their mandate.
• This position will reward strong service skills, attention to detail, and effective communication with staff.

What You Will Do

• Manage incoming calls from school sites, supervisors and Regional Managers
• Identify and assess callers’ needs to achieve satisfaction/ Resolution 
• Provide accurate, valid feedback and complete information by using the right systems and methods.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions through creating tickets and other tools/systems.
• Follow communication procedures, guidelines and policies
• Monitor internal system tools and identify issues for resolution 
• Work with School Supervisors, Principals and the school team to resolve issues arising from schools
• Performed other duties as assigned by the Resolution Team Manager

What You Should Have

• Bachelor’s Degree, Passion for Bridge’s vision of educating every child. 
• Strong phone contact handling skills and active listening
• Excellent communication skills with a good command of English
• Ability to multitask, manage time effectively and prioritize tasks.
• Good typing speed. At least 25 words per minute with an accuracy of 85%
• Ability to handle complaints in a polite; empathetic and professional manner
• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
• Positive attitude and enthusiasm when faced with routine work
• Ability to multitask
• High levels of integrity and confidentiality of recipient information.
• Ability to work under pressure 
• Experience using Excel, Google Suite and Gmail is desirable 
• Prior experience working with a customer is a plus
• Ability to enter information accurately in databases

You’re also

• A detailed doer – You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
• A creative problem-solver – Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in often fragile, sometimes volatile low-resource communities and with complex government systems. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. 
• A relentless advocate – The children we serve and teachers we empower never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their benefit, experience, and value.
• A malleable learner – You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others 
• point out where you’ve missed things or failed today.
• A data-driven decision-maker – When making decisions, you don’t rely on your intuition alone. You collect data, you analyze it and make decisions with clear justifications.
• A curious investigator – You ask why a lot. You don’t just take what you see and accept it. You wonder why it is that way, and are aware that the world we see is created by human choices and actions – and it could be different. You wonder, and see the world as wonderful even when you want to change a part of it that is unjust.

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About the Role

• As the Programme Manager of School and Community Management, you will be responsible for assisting in the management of the entire “front of house” school operations from beginning to end.
• This is a highly hands-on job, involving deep programme management skills, impeccable customer service, and constant accountability.
• This includes managing the engagement of field teams responsible for managing community schools as well as overseeing the execution of advertisements, events, and parent programmes. The Programme Manager reports to the Director, Schools.

What You Will Do

• Coordinate the management of Bridge Nigeria Community Schools, with the Director of Schools.
• Develop and drive the execution of a community engagement strategy for building powerful community schools.
• Design and drive implementation of programmes and interventions that result in continuous retention across each term and school year.
• Identify parent engagement and management strategies, using data and working with academy managers, supervisors, and parent representatives, and drive the implementation of the same.
• Develop, manage and supervise PTA engagement activities in day to day running of the schools.
• Coordinate schools, supplies, grounds, and overall inventory management; principal supervision and mentorship; and more, including accountability measures.
• Coordinate community outreach across all Bridge Nigeria communities, including advertisements, events, communications, programmes, promotions, and more aimed at parents, community leaders and influencers, and the general public.
• Spend time in Bridge Nigeria communities, developing knowledge of the communities as well as driving customer insights and critical business issues.
• Assist in recruiting, induction training, workshops, and on-going professional development of the school's team.
• Oversee the collation of information from all departments; maintain weekly trackers, supervise data collection from field; work with assigned partners and Director to increase community linkages.
• Oversee schools-based or schools-related events and projects including but not limited to sports competitions, outreach campaigns, special projects viz branding/beautification, influencer enhancement programme, working with relevant departments and third parties
• Manage the parent messaging arc and ensure timely dissemination of information to parents in collaboration with the Director, Schools
• Oversee activities of the department in the absence of the Director

What You Should Have

• A Bachelor's degree in Social sciences, Community Development, Business Management or in any relevant field.
•  At least 5 years relevant experience, including schools operations, programme management, data analysis and field team management
• Experience in carrying out marketing campaigns and events planning from ideation to execution to include interactions with major stakeholders; community, business and government will be an added advantage
• A good mastery of Excel or experience with Stata or related data tools is a plus
• Prior experience working within a fast-paced, metric driven sales organization; start up or highgrowth company experience preferred
• Experience working with low- income customers; community engagement in the education or health sector is a major plus
• Passion for NewGlobe’s vision of democratizing the right for all children to succeed.

You’re also 

• A detailed doer – You have a track record of getting things done, with at least 5 years of post-graduate school experience.  You’re organized and responsive.  You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done.  You can multitask dozens of such projects at once and never lose sight of the details.  Likely, you have some experience in a start-up or other rapid-growth company. 
• A networking mastermind – You excel at meeting new people and turning them into advocates.  You communicate in a clear, conscientious, and effective way in both written and oral speech.  You can influence strangers in the course of a single conversation.  Allies and colleagues will go to bat for your ideas.  You have an existing network in Nigeria from prior experience in the country, preferably in the regulatory, education, or business sectors.
• A creative problem-solver – Growing any business from scratch comes with massive and constant challenges.  On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging just $6 a month per pupil.  You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.  Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for. 
• A customer advocate – Our customers – these families living on less than $2 a day per person – never leave your mind.  You know them, get them, have shared a meal with them (or would be happy to in the future).  You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like.  Every decision you make considers their customer benefit, experience, and value.
• A life-long learner – You believe you can always do better.  You welcome constructive criticism and provide it freely to others.  You know you only get better tomorrow when others point out where you’ve missed things or failed today.
• A data-driven decision-maker – When making decisions, you don’t rely on your intuition alone. You collect data, analyze it and make decisions with clear justifications.
• A curious investigator – You ask why a lot. You don’t just take what you see and accept it. You wonder why it is that way, and are aware that the world we see is created by human choices and actions – and it could be different. You wonder, and see the world as wonderful even when you want to change a part of it that is unjust.