[Hiring] Bilingual Program Coach @Waterford.org

Role Description

Are you passionate about making a difference in children's lives by providing access to educational resources and technology? Waterford.org is hiring a Bilingual Program Coach to help families using our free, in-home Waterford Upstart program, which offers adaptive early literacy software to prepare children for kindergarten. We're looking for someone enthusiastic about family engagement and preferably located in the MT or CT Time Zone.

As a Program Coach, you'll support families with the Waterford Upstart program, focusing on their children's academic progress, social-emotional well-being, motivation, and software usage. You'll guide families to available resources and provide personalized support through text, email, online virtual sessions, and phone.

Responsibilities

• Build positive relationships with families from diverse backgrounds by offering academic and emotional support to enhance children’s learning.
• Guide families to available resources and provide personalized support through text, email, online virtual sessions, and phone.
• Communicate effectively with families by understanding their cultures and learning styles, and adjust coaching strategies to meet each child’s needs.
• Manage a wide range of tasks to support families nationwide, including answering questions, providing motivational tips, and encouraging engagement with their child's educational software.
• Organize and prioritize daily tasks to provide personalized support to families during their entire workday.
• Handle inbound and outbound communications (calls, texts, emails) and family engagement events independently.
• Schedule follow-up appointments to maintain ongoing relationships with families.
• Support families' software use and educational progress, documenting interactions in an online system.
• Meet departmental standards for quality, efficiency, and contact metrics.
• Promote diversity, equity, and inclusion in all interactions and contribute to organizational DEI goals.

Qualifications

• Bachelor’s degree in education, family studies, social work, psychology, sociology, or a related field, or equivalent experience.
• 2 to 5 years of experience in early education, social work, or a related field.
• Excellent customer service and communication skills, with proficiency in phone, email, and text.
• Ability to listen actively and understand diverse participants while providing program support.
• Independent, proactive problem solver, especially in a remote work environment.
• Reliable team player with strong work ethic, punctuality, and ability to meet deadlines.
• Strong computer/technical understanding and abilities, including proficiency in Google Suite and Microsoft Office. Salesforce and Confluence experience preferred.
• Strong commitment to maintaining reliable attendance, contributing to a productive and cohesive work environment.
• Skilled in time management and organization, with experience in fast-paced, deadline-driven environments.
• Quick learner with the ability to collaborate with others and adapt to new processes.
• Required: Bilingual in English and Spanish, with professional fluency in both languages.

Benefits

• Comprehensive benefits package, including health, dental, life, and disability insurance.
• One-time HSA contribution.
• 5% retirement matching.
• Generous vacation, sick leave, and holidays.