Director of Operations

This is a remote position.

Job Summary

The Director of Operations and Sales Support is a leadership role within SES that is responsible for developing implementing and monitoring daytoday operational systems including customer service technical support and Zoho One to support Sirius customers and provide visibility into company goals progress and obstacles to key initiatives. The Director of Operations and Sales Support is responsible for working collaboratively with department leaders to develop services policies and procedures that result in the highest levels of customer satisfaction retention and new sales. The ideal candidate will demonstrate the ability to develop and communicate strategic insights regarding critical business issues support business and analytics in solving complex business challenges and facilitate decisionmaking in collaboration with sales and the SES leadership team. The Director of Operations and Sales Support is also responsible for improving the effectiveness of SES RFPs and proposals providing insights into customer purchasing patterns and opportunities and improving efficiency in the contracts and customer onboarding processes.

Supervisory Responsibilities

• Supervise the Operations Supervisor Proposals Manager and Contracts Manager.
  

Duties/Responsibilities

• Work with the leadership team on strategic and organizational planning for SES including staffing and annual budgeting.
  
• Develop and communicate strategic insights regarding critical business issues and provide business/analytics support to solve complex business issues and facilitate decisionmaking.
  
• Monitor daytoday operations systems (customer service technical support order processing etc.) to provide visibility into company goals progress and obstacles to key initiatives.
  
• Work collaboratively with the SES leadership team and managers to develop services policies and procedures that result in high levels of customer satisfaction retention renewals and new sales.
  
• Provide leadership to the customer service and technical support teams resulting in greater efficiency in meeting customer requests and improved customer service and satisfaction.
  
• Oversee the RFP/proposal process to increase the effectiveness of our proposals including time quality and win rate and to identify potential bid opportunities and purchasing trends in the K12 market in Texas.
  
• Manage the contracting and onboarding processes for customers to ensure efficiency and customer satisfaction and drive necessary improvements.
  
• Collaborate with product development customer success and product management teams to develop a knowledge basis to provide product and instructional support to Sirius customers.
  
• Oversee crossteam efforts (with sales marketing and operations) to develop and implement effective sales and marketing strategies and campaigns.
  
• Provide direct support to the sales team by assisting with sales strategy and policy development providing customer and sales analytics and fulfilling customer requests including generating reports.
  
• Work with Sales to develop and execute plans and strategies for education conferences and events.
  
• Devise strategies that support company growth and implement process improvements to maximize output/results and minimize costs.
  
• Ensure that critical deadlines are met and internal policies laws and regulations are followed.
  
• Guide performance management and development opportunities to direct reports.
  
• Work with SES leadership and HR to establish a trusting inclusive and productive work environment.
  
• Other duties as assigned.
  

Requirements

• At least 10 years of experience managing operations customer service sales or sales support functions in a K12 educational publishing company or organization.
  
• An understanding of instructional issues terminology and procurement processes for K12 instructional materials including supplemental assessment and eLearning products.
  
• Excellent organization and time management skills with the ability to manage multiple complex projects with overlapping or competing deadlines.
  
• Experience in using data analytics to analyze business strengths weaknesses opportunities and threats in customer service SES products and sales and marketing strategies.
  
• Exceptional knowledge of multiple operational functions and principles including finance customer service sales production and employee management.
  
• Strong working knowledge of customer issues and industry regulations in K12 education (in Texas).
  
• Outstanding written and verbal communication skills including the ability to communicate effectively with internal and external customers.
  
• Proficient with Microsoft Office Suite Zoho One or related software.