Front Lines Lead

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about 4 years old

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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 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.


The Role

We are seeking a part-time Front Lines Lead, who is a well rounded individual with the ability to lead by example.  Our community is at the heart of what we do at GA and we need someone bright, kind, and organized to be the face and first interaction with our students, instructors, and other stakeholders who work out of our space, as well as a strategic and thoughtful leader to the rest of the Front Lines team. 

The Front Lines Lead will be responsible for the successful operations of campus, under the direction of the Senior Manager, Local Marketing and Campus Operations.  The Front Lines Lead will engage in strategic space management, manage inventory tracking and ordering, serve as the first point of escalation for A/V and IT maintenance, and act as the floor manager for the campus Front Lines team.  The Front Lines Lead will help drive high performance of Front Lines staff, with a focus on training and supporting professional growth, and will ensure that our communication channels between the Front Lines team and the Senior Manager result in a world-class experience for students, partners, and guests of GA.  

We are looking for someone with a strong customer service background and a readiness to handle lots of moving pieces.  This position is heavily involved in public-facing functions like greeting students/instructors, checking guests in, assisting with events and class setup, troubleshooting AV/technical issues as they arise, and tidying up before/after classes...all with a smile and a palpable energy that is contagious!

This is a part-time role that will be scheduled for 29 hours a week with regularly scheduled evening shifts ending at 7pm. 

Responsibilities:

  • Recruit, onboard, and train all new Front Lines staff members;
  • Full management of Front Lines staffing and monthly scheduling;
  • Drive high performance of Front Lines staff through floor management, leading trainings, conducting 1:1s, overseeing special stretch projects, and holding standards of accountability;
  • Full management of course and event scheduling systems coordinating cross-functionally with members of other departments;
  • Responsible for maintaining classroom facilities, including AV equipment; escalating issues to Campus Ops/IT as needed;  
  • Find efficiencies and improve daily operations through systematization and optimization;
  • Tracks inventory and orders supplies for campus, within budget;
  • Work with entire Operations team to ensure that all students and guests have a world-class experience.

Required skills:

  • 1-3+ years of work experience, preferably in a customer-facing role.
  • Tech and system savvy; familiar with Google Suite; IT/AV background is a plus.
  • Great written and verbal communication skills.
  • Detail-oriented with strong organization skills.
  • Can navigate an ever-changing, fast paced environment and demonstrable ability to come up with solutions.
  • Able to multitask and enjoy wearing many hats.
  • Learns new processes quickly and accurately.
  • Maintains a positive and professional demeanor.