Brilliant Baby Program Associate

Cover Letter & Resume are Required

About Oakland Promise

Oakland Promise’s (“OP”) mission is to engage the Oakland community to advance equity and economic mobility through cradle-to-career achievement. OP is available to young learners (from newborns to college graduates) and their families who reside in Oakland. We offer every child financial resources, educational programming, mentorship, and a supportive community to help them and their families seek out and thrive in higher education and the career of their choosing. OP achieves its work through four key programs: Brilliant Baby, Kindergarten to College, College Access, and College Completion and serves as a convener and grant maker for local community organizations to achieve collective impact.

Position Summary

The Program Associate will be responsible for supporting the client-facing and operational aspects of the Brilliant Baby program in both English and Spanish. Under the direct supervision of the Brilliant Baby Director, the Program Associate is responsible for supporting Brilliant Baby program implementation with a focus on client enrollment, customer service, and administrative support. Additionally, the position requires participation at tabling and enrollment events, as well as handling ad-hoc tasks such as organizing our storage space and display case and supporting organizational initiatives.

Who You Are

You are a friendly, detail-oriented, and collaborative professional with a passion for supporting Oakland families. You fluently speak, read, and write in both Spanish and English, and you understand that in order to best serve our clients, an organization must be responsive to the community’s needs. You love interacting with the public and sharing helpful resources. You look for ways to improve efficiency without compromising service quality. You are a true team player and an inspiring colleague because of your deep passion for serving Oakland youth and families.

What You Will Do (Duties and Responsibilities)

• Provide Public and BB Families with Customer Service

1. 1. Respond to client inquiries and resolve issues through Salesforce ticketing system in a timely manner
   2. Describe Oakland Promise programming to potential and enrolled clients
   3. Support families in understanding and accessing 529 accounts
   4. Provide families with contact information for other community-based resources
   5. Prepare for and participate in tabling and enrollment events 

• Welcome New Families 

1. 1. Host enrollment appointments on Zoom, by phone, and in person
   2. Introduce the program, welcome them to the BB family
   3. Share program components clearly and concisely
   4. Create a welcoming atmosphere for new families
   5. Ensure new clients register for orientations

• Provide Administrative Support

• 1. Upload and enter monthly expenses to financial management tool
  2. Work with vendor delivering a welcome bag to each newly enrolled family
  3. Oversee welcome bag assembly process & inventory tracking
  4. Maintain accurate child and family data in Salesforce
  5. Provide technical support and assistance at workshops, which may include taking attendance and troubleshooting issues with Zoom

• Support the overall Oakland Promise & Brilliant Baby program

1. Attend weekly team & 1:1 meetings with director as well as monthly all-staff meetings
2. Support Oakland Promise cross-program integration and improvements
3. Participate in all-organization events, such as the Oakland Promise Awards Ceremony,  as well as all other mandatory events
4. Participate in some evening and weekend events
5. Perform other related duties and projects as assigned

Professional Characteristics

• Possesses a “top-notch customer service” mentality 
• Highly organized & efficient
• Detail-oriented
• Excellent written and verbal communication skills
• Able to manage multiple competing deadlines
• Dedicated to serving the Oakland community
• Able to work both independently and collaboratively
• Intrinsicly motivated and willing to work hard in service of our clients

Required Qualifications

• Bilingual in both English and Spanish
• Education: Associate’s Degree 
• Experience using Google platforms and Zoom
• Ability to travel to Oakland Promise office 3x/week as well as off-site partnerships
• Availability for some evening and weekend events

Key Knowledge, Skills and Abilities

• Customer service experience
• Knowledge of Oakland-based family resources
• Spreadsheet skills
• Strong interpersonal skills and ability to work collaboratively with diverse stakeholders
• Familiarity with Salesforce a plus

Compensation and Benefits

• Full-time exempt position
• Salary range $67,000 – $69,000, commensurate with experience and qualifications
• Oakland Promise currently has a hybrid work policy. Employees work in the office 3 days/week.
• The ability to learn and grow within a supportive team environment.
• Full range of health benefits and 401K matching

To Apply:

Send a single PDF (NOT a Microsoft Word document) of a resume and thoughtful cover letter to [email protected] with “Job Name – [Your Name]” in the subject line. Please use your last name and first initial (ex: Doe_J) as the filename of your PDF containing your resume and cover letter. Failure to follow these instructions may delay the review of your application. Applications will be reviewed immediately and candidates with the best fit will be contacted for interviews. Unfortunately, the volume of applications will prevent us from responding to all applications received.

Oakland Promise is a place-based organization located in Oakland, California. Oakland Promise requires that employees work in person at various engagements. It is a requirement that all staff reside within commuting distance to the main office, located at 484 9th Street, Oakland, CA 94607. Please note that at any time, a full in-person work plan may be required, and it is of utmost importance that all staff are able to meet this requirement.

Oakland Promise is committed to providing a work environment free of harassment, discrimination, retaliation, and disrespectful or other unprofessional conduct based on sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sex stereotype, race, religion (including religious dress and grooming practices), color, gender (including gender identity, gender expression, and transgender), national origin (including language use restrictions and possession of a driver’s license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military, and veteran status or any other basis protected by federal, state or local law or ordinance or regulation. It also prohibits discrimination, harassment, disrespectful or unprofessional conduct based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.