Team Success Lead Job, Latest Teaching Jobs 

Location: Nairobi, Kenya

Job Description

Our vision is that no matter where you are, or who you are, emergency response is only minutes away. Over the last four years, we’ve built and deployed a lifesaving platform and assembled the largest network of ambulances and first responders in East Africa. Our platform has reduced response times by more than 80% and saved thousands of lives from previously impossible situations. We are expanding our operations and looking for passionate, hardworking, and effective senior executives to spearhead this next phase of growth.

The team: We are 30+ business & ops specialists, software engineers, and emergency dispatchers based in Nairobi and operating throughout Kenya. We are a goal-driven and results-oriented team focused on continuous improvement of our technologies and dispatch operations. We value agility, grit, and innovation.

Are you over the moon about working with people, coaching, and ensuring quality and talent development? Then this may be your perfect role. You’ll be working closely with our dispatch team, operations team and founders to help us elevate our processes and work with our dispatch team to build the next level of service and quality in emergency response. You’ll be responsible for case reviews, training on new protocols, and evaluating outcomes of the team and individual dispatchers. You’ll work closely with the team developing the tech, new protocols, and systems for scale, helping to translate ideas into practice and helping to inspire progress and talent development.

Since you will help to shape new monitoring and evaluation systems, success metrics, and success strategy, a background in design, program development, systems deployment, user research, or coaching are a plus. You must be exceptionally comfortable with new technologies and innovation. More than anything, we’re looking for somebody who loves working with people, has killer empathy, team-building and communication skills, but is, deep down, a staunch perfectionist obsessed with quality and data-driven decision-making.

Responsibilities

• Working closely with the tech, founder, ops, and dispatch teams to set goals and deploy new protocols, helping to coach teams for consistency, proactive communication, and continuous improvement of our services.


• Developing monitoring and evaluation systems for discovering insights, tracking progress, and engaging the team toward initiative goals.


• Listening, monitoring and reviewing dispatch calls made to and from our dispatch center to generate insights and improve protocols.


• Review performance through call recordings and transcriptions, using and improving our metrics for success.


• Identify areas for process or skills improvement within our dispatch team.


• Train and coach dispatchers on service, quality, and protocol adherence.

Qualifications

• 7+ years of professional experience in one or more of the following: training, coaching, talent development, evaluations, monitoring, systems design, or product or tech design.


• Demonstrated abilities working closely with people in a diverse, growing and evolving team, with a proven track record of inspiring and engaging others toward collaborative work in a positive and supportive environment.


• Outstanding leadership, mediation, and communication skills.


• Top-notch listening and speed-typing skills.


• Fluent in Swahili and able to translate into English.


• Previous roles in training, coaching, and professional development.


• Previous experience in the service industry, tourism, client management, or another human-focused and customer-focused role.

How to apply

 Please include the following:

• A 1-page resume (or CV) that highlights your most relevant experience. Make sure your resume is not more than 1 page long and is in PDF form. Make sure to highlight the most relevant positions or educational history, pointing out achievements and specifics of your role that you think we should know about. We will disqualify applications including resumes longer than one page or that include any grammatical, formatting, or spelling errors.


• A cover letter specific to this role and not generic.


• Answers to the requested questions.