The Program Coordinator is a full-time role that will be the primary point of contact for the Generation Customer Care and Customer Service Supervisor programs in Dallas. The primary function of this role is to successfully sustain the program and ensure the program meets Generation USA target metrics on recruitment, graduation placement, and job retention.
In January 2019, Generation Dallas will partner with employer and community partners, including Starbucks, to help recruit for and train incoming staff for customer care and supervisor positions. These programs are expected to train four 20-25 person cohorts over 12 months.
The Program Coordinator will be the primary point of contact for the Generation Dallas Customer Care and Customer service Supervisor programs, managing four primary processes: participant recruitment and placement, team and classroom management, and data analysis and reporting.
- Drive successful sustainability of Generation Dallas Customer Care programs by:
- Develop a quarterly timeline for Generation programs, including recruitment, training and transition to employment, in accordance with program specifications and funding limitations
- Strategically cultivate and maintain participant referral partnerships
- Pitching Generation to prospective program participants and social service providers
- Recruiting program participants using appropriate promotional and marketing methods, such as presentations to community-based organizations, individual student outreach, social media, etc.
- Tackling operational challenges (e.g., securing site for new programs, identifying transportation solutions for cohorts, etc.)
- Manage the cohorts assigned to you by the Program Lead:
- Helping to select Generation participants in accordance with the recruitment guidelines.
- Collaborating with national team to evaluate program against agreed upon objectives
- Lead Generation Dallas Customer Care programs by:
- Serving as the primary point of contact for Generation Dallas Customer Care instructors and mentors; leading team in achieving their responsibilities and targets
- Maintaining a file system with participant information and program records; ensure team (instructor and mentor) keeps this information up to date on the Generation Data Tool
- Ensuring consistent communication with Generation coalition, including drafting weekly coalition update emails and leading bi-weekly calls
- Acting as liaison to Generation US National team, contributing insights and experiences as we continue improving the Generation model nationally and codify best practices
- Collaborating with Dallas Business Development Manager to establish and execute against timeline for employment for Generation participants, including application submission and interviewing events
You have outstanding leadership skills and are energized at the thought of creating something new, leading a team, and making a lasting impact on your community. You have a knack for ‘getting things done’ and don’t mind rolling up your sleeves to get your hands dirty. You’ve considered doing a startup and welcome roles with high levels of ownership.
Specific requirements include, but not limited to:
- Creative, strategic, and analytical thinker with the ability to manage multiple projects and balance short and long-term objectives
- Outstanding leadership skills that empower the rest of the Generation city team (i.e., instructor, mentor)
- Professional demeanor with a presence capable of leading executive meetings
- Excellent organizational and communication skills
- At least 2 years of direct supervisory/management experience preferred
- Managed large-scale programs within a nonprofit preferred
- A growth mindset; self-reflective and open to frequent feedback from students and program team
- A positive, solutions-oriented attitude, drive for excellence, and ability to be a team player
- An entrepreneurial spirit, embracing the opportunity for creativity and hard work inherent in a start-up
- A strong sense of ownership (takes personal responsibility for meeting objectives) and timeliness
- Ability to comfortably navigate new technologies (e.g., Generation App, changes to data tool)
- Data-driven approach in presenting/influencing and informing decisions
- A passion for working with disadvantaged young adults (ages 18-29), and an interest in leading a community-based coalition across multiple local organizations
Generation is a global youth employment organization that helps provide young adults with the opportunity to launch successful careers and change their life trajectories. Generation is a non-profit founded by McKinsey & Company, aimed at training and employing youth across 5 countries – USA, Kenya, Spain, Mexico and India.
In the USA, 6.7 million young adults are out of school and out of work. At the same time, 44% of employers say a skills shortage is leaving them with entry-level vacancies. By bridging the skills gap, we can create impact for both employers and young adults. Generation USA has launched programs in four sectors: healthcare (CNA), customer service (retail sales associate, front desk agent, call center), IT (help desk, network support), and skilled trades (construction helper – NCCER certified). Additional programs can be built out based on employer demand (e.g. medical billing, medical assistant, programming).
Thus far, Generation USA has graduated 2000 young people across 12 cities in just over three years. 95% of supervisors say they would hire a Generation graduate again, and 87% of graduates were ranked above average relative to peers. Participants also recognize the impact of the program, evaluating their life almost a rung and a half higher on a ten rung “life quality and well-being index ladder” between the start and end of the program. We currently operate in Atlanta, GA; Baltimore, MD; Birmingham, AL; Charlotte, NC; Cleveland, OH; Dallas, TX; Jacksonville, FL; Las Vegas, NV; Miami, FL; San Juan, PR; Washington, D.C.; and Wilmington, DE.
Generation is an equal opportunity employer and actively encourages applications from people of all backgrounds. “In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.”