Director of Operational Support

Description

Director of Operational Support

WHAT WE SEEK

The Customer Support team helps the Carnegie Learning community use our game-changing educational materials by providing real-time answers, managing district integrations with our platforms, and handling digital license fulfillment. We use data and collaboration to build our expertise and combine that knowledge with empathy to help our customers put better learning into the hands of their students. Our Director of Support Operations oversees daily support activities while guiding process optimization to provide best-in-class implementation of internal solutions that, in turn, positively impact the customer experience.

WHAT YOUR DAY WILL LOOK LIKE

The Director of Customer Support Operations role will vary daily but is responsible for the strategic and operational leadership of the Support Operations Center. On a given day, your assignments will include, but not be limited to:

• Executive Support:
  • Report directly to the Vice President of Customer Support and collaborate with the department leadership team to strategize the optimization of customer support processes
  • Ability to think strategically and synthesize insights and business implications from data in a meaningful way
  • Work closely with Leadership to align the technology and process evolution roadmap and strategy
  • Partner across functions to promote Customer Support value and obtain input on performance and processes
  • Identify and resource process improvement opportunities within customer support
• Team Management:
  • Lead, develop, and evolve a team of operational members, including, but not limited to, Operations and Training Specialists and Customer Support Data Analysts.
  • Indirectly support team managers in their management of daily call center operations, escalated case triage, assisting in training, coaching, and QA processes, driving for a superior customer-centric focus in our delivery.
• Operational Management:
  • Leverage analytics from datasets and content to drive efficiencies and pinpoint operational issues
  • Foster continuous improvement with processes and systems from defining the high-level requirements and scope to coordinating the execution and launch of these changes
  • Support the definition, delivery, and analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness
  • Own the technical maintenance of Salesforce tools adopted by the Customer Support Department, including but not limited to, telephony, internal and external knowledge base repositories, artificially intelligent chatbots, and other customer-facing systems. 
  • Provide subject matter expertise to Customer Support stakeholders in suggesting industry best practices
  • Oversee and sync the work of project team members, including architects, administrators, business analysts, developers, and consultants providing guidance and support as needed
  • Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact
  • Act as point of escalation for Customer Support management for critical operational-related issues and remediation
  • Prepare status report presentations for leadership discussions
• Training and documentation:
  • Facilitate and document user acceptance testing (UAT) and ensure that final deliverables meet Executive leadership requirements and quality standards
  • Assist in creating internal training materials for new tools, solutions, and processes

WHAT SHOULD BE IN YOUR BOOKBAG

• 5+ years of experience leading technical teams, preferably in a call center setting
• 3+ years of experience leading complex operational optimization projects, with a proven track record of successful delivery
• In-depth knowledge of various telephony and call center tools, functionalities, configurations, and customizations
• Strong verbal and written communication skills
• Problem-solving mindset with the ability to navigate complex project challenges
• Proficient in project management tools and methodologies
• A passion for customer care and for helping those around you

WHAT GIVES US PURPOSE

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity.  As a Carnegie Learning team member, you’ll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators. 

WHAT WE PROVIDE

• Holistic Wellbeing
  • An inclusive range of Health Insurance options, including a premium-free plan
  • Short-Term and Long-Term Disability Insurance at no cost to you
  • Access to Headspace at Work with no added cost, empowering you to enhance your mental health
• Fostering Joy
  • Flexible work arrangements with our Work From Anywhere Policy
  • Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life
• Empowering Parenthood 
  • Paid Parental Leave 
  • Reduced working hours on full pay for soon-to-be and new parents
  • Free access to CL products for employees and their children
• A Place for Connection
  • Quarterly Wellness Incentives
  • Monthly employee activities + recognition program
  • 9 Employee Resource Groups

WHAT WE BELIEVE

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry. 

If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer.

Qualifications