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About The Role

The Director, Operations is responsible for setting up the processes, systems and staff to ensure operational performance of the entire network of schools under management. This includes Programme Management, Supply Chain, IT Operations and the Resolution Team.

• Programme Management – programme management includes but is not limited to inventory management at both the warehouse and in schools, pupil enrollment and attendance confirmations and analysis to ensure accurate pupil data, and instructional systems oversight to ensure school staff have necessary tools available to them, and are using them.
• The Resolution Team – The Resolution Team is the principal team that leads the resolution of all issues that a school leader, teacher, or parent might encounter. The team acts as a support hub, ensuring that multiple channels of communication are available for school staff, support staff, and parents to communicate what they observe at a school, as well as ensuring that critical operational updates get communicated outwards. The team oversees the complete resolution of all issues reported, either through direct resolution at the point of interaction, or by working with other departments if further technical support or expertise is needed. The team also acts as an early warning system to the programmes, through escalating emergency situations, looking for patterns among issues reported and bringing them to the notice of the management. It is the nexus of all problem-solving, and is critical to ensuring that all issues in service delivery are handled effectively and transparently.
• IT Operations – ensures last mile delivery of Technology, meaning that all school staff, field staff, and support staff have the functioning Technology that they need to excel at their jobs, including IT asset management and technical support for software and hardware issues. IT Operations also oversees the technical infrastructure that enables and connects our support offices. It is also the only Technology department with a direct presence in each of our programmes, meaning that it is also the key conduit and primary advocate for all aspects of Technology at NewGlobe, ensuring the work done by the other Technology departments delivers on its potential and helps coordinate with the Technology shared services teams.
• Supply Chain – ensuring procurement of needed materials for school programs, and the shipment of those materials to schools. Depending on program needs and program year, this need may be extensive or very light. The majority of procured materials are print materials, where primary coordination is managed by the Print Production team within Shared Services, with whom Operations collaborates for program needs.
• Across all functions within Operations, it is critical that continuous data collection and analysis is used to quality assure and drive process innovation and improvements.
• This is a high-impact role for someone who loves standing up systems and processes from the ground up and taking on challenges on a large scale.

What will you do

• Research and determine optimal supply chain networks in new territory (logistics, materials warehousing and distribution channels, and then manage this supply chain.
• Set up the Resolution Team and Program Management Operations, including hiring and training personnel as needed.
• Manage our core programme of work within Operations, including inventory management across all schools, pupil enrollment and attendance data and confirmation, and various systems for ensuring instructional excellence at schools, which is dependent on hardware and software access and support.
• Manage a diverse support team.
• Work with and leverage team support from the global teams to ensure operations are aligned to global processes and systems.
• Be responsible for all operational performance indicators of our academies, including but not limited to:
• Improving adherence and compliance to existing systems and processes
• Striving for operational excellence in a resource-constrained environment
• Continually iterating and improving systems
• Building a zero-tolerance environment for fraud and shrinkage
• Learn, reinvent, optimize and manage every aspect of the operations of the program and the necessary headquarters support, from supplies management to classroom instruction to cleaning to query resolution
• Create highly-structured, insightful processes, systems and recommendations with a data-driven approach; and, alongside senior executives, critique and modify the operational components of the current operating model.
• Do or lead every job in the entire academy operations and support to some extent. No job is too big or too small.

What you should have

• At least 8+ years of post-undergraduate, full time work experience in a highly operational role where process engineering and operational support were core to the work.
• Work experience managing a multi-unit or distributed location service.
• Work experience in emerging markets.
• Work experience in a fast-paced environment with dynamic priorities and demands.
• Work experience developing and managing a culture of total focus on service delivery.
• Work experience in improving the productivity and reducing cost of a product or service to suit the Organization..
• Experience in process design, development and implementation.
• Work experience managing and coordinating several teams to deliver on a tight schedule.
• Record of building data-driven operational systems. Strong analytical skills and extensive experience in providing actionable insight to data.
• Record of engaging in and leading cross-functional teams and initiatives.
• Record of strong academic performance from a leading undergraduate and, if attended, graduate institution.
• Excellent written and verbal communication skills.
• Excellent organizational, leadership, analytical problem solving and strategic thinking skills
• High integrity with zero tolerance for any unethical business practice.

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 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, NewGlobe 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 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

• The Operations Team designs, implements, and manages school-level operations and support. We are the nerve centre of the company.
• Certain aspects of what we do originate in other departments or teams – from Academics, Schools,
• Leadership & Development, Finance or People – but end with Operations. No matter how well other departments may complete their individual functions, it is up to Operations to be the interface that brings all school-level support functions together.
• The role of Programme Managers is a microcosm of the overarching goal of the entire Operations Team, broken down by specific functional components. Each Programme Manager has a unique sphere that s/he is responsible for owning. Within that realm of responsibility, Programme Managers identify and analyse operational needs, design strategies and processes to address these challenges, and supervise the necessary training, monitoring, and constant adjustments needed for these programmes to execute successfully.

What You will Do

Programme Managers work closely with other departments to design and run specific programmes such as but not limited to:

• Project Management – from ensuring digital teacher guides are ever present on teacher tablets, to ensuring supplies in classes are delivered on time and accounted for.
• Data Processing, Analysis & Reports Creation for the Operations Department in addition to other departments. Data pieces include but are not limited to the following:
• School Health Metrics such as stakeholder / staff attendance, tech devices statuses and functionality, facility observations
• Academics metrics such as lesson completion, lesson quality, lesson availability, special academic surveys outputs, score entry completion.
• Customer Relationship Management data such as outstanding issues, issues resolution performance, department and individual staff CRM performance metrics.
• Supply Chain/Operations data such as Inventory on hand, movements, procurements etc
• Business Intelligence Analysis and Reporting Support
• Systems/Processes analysis, design and development
• Data Collection oversight, management and analysis
• More duties that may be assigned.

What you should have

• Bachelor’s Degree from a reputable university
• Minimum 3 years work experience is similar role
• They should be enthusiastic and proficient at gathering and analysing data, always willing to learn, comfortable using data to drive decisions and comfortable working closely with different departments and teams.
• Ideal candidates should have experience in Operations: managing projects, identifying business challenges through data and observation, creating solutions for these issues, and overseeing an operational programme at a start-up company or executing on multiple programs at an established firm.
• Persistent and versatile in getting things done and a track record achieving success. You must be determined to achieve; we have a large mission. Don’t accept what has been done before and eager to challenge the status quo.
•  Work experience developing and managing a culture of total focus on customer satisfaction
•  Excellent written and verbal communication skills
• Excellent organizational, leadership, analytical problem solving and strategic thinking skills
• High integrity with zero tolerance for any unethical business practices

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 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 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, NewGlobe 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.

go to method of application »