Educational Testing Service Director, Solution Enablement - REMOTE in Annapolis, Maryland
For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.
With a portfolio consisting of some of the world's most trusted assessments including the TOEFL , TOEIC , GRE and Praxis . Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.
With new senior leadership at the helm, ETS aims to continue changing the lives of global learners as we expand our organization s global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.
This is a remote role.
The Director, Solution Enablement is responsible for leading the Production & Delivery (P degree of user empathy.
This is a client facing role that requires all applicants for this position certify that they have been fully vaccinated by their start date
Develop, recommend, execute, and monitor service transformation initiatives thatimprove customer experience through the value chain and drive world class operations
Execute Digital Transformation & Service Effectiveness of initiatives post implementation
Develop and operationalize processes and controls for use case collection and prioritization, initiative impact assessment, and roadmap ROI management
Perform data analysis and develop insights on Customer Service Experience and operational services in order to make recommendations for transformation improvements
Define, develop, and maintain the dashboards and reporting used to describe and report on business performance related to all Service Transformation initiatives from launch to prost-production.
Works with senior leadership, functional leaders, peers, and business to develop short-term and long-term road map for Operations transformation.
Partners with senior leadership within Operations and across the business to identify and prioritize opportunities to achieve the transformation goals of the organization and division.
Foster a culture of consistency, accountability and continuous improvement.
Assist in the management of capital budget, operating budget, and expense management for assigned area.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Identify and prioritize existing integration requirements and process inefficiencies, recommend solutions and drive their timely implementations;
Prepare presentation materials and participate in routine update meetings with internal and external stakeholders;
Develop measures of success to track progress towards Transformation goals;
Identify potential issues and risks and develop mitigation strategies;
Establish new processes as needed to ensure successful Transformation program management and project execution.
Adhere to ethical standards and comply with the laws and regulations applicable to the job function.
Strong influencing, partnership and interpersonal skills; with ability interact with all levels of management
Strong ability to negotiate and prioritize efforts across functional areas
Excellent presentation skills, and written/verbal communication skills
Strong organizational management
Experience managing teams and staff at various levels
Comfortable leveraging human-centered innovation methodologies
Strong technical knowledge with ability to identify innovation trends and use cases that improve operational performance and outcomes
Must be comfortable dealing with complex, ambiguous and challenging issues
Ability to independently and effectively work across all levels of management and across functions to accomplish goals and objectives
Ability to analyze and improve processes efficiency and performance
Ability to conduct deep dive analysis and present information to key stakeholders in a digestible way
Ability to take a risk and outcomes-based approach to move the organization forward quickly and effectively and deliver measurable outcomes that meet goals and objective
Self-driven, change-oriented, independent thinker
Intellectual curiosity, appetite to do things better and proactive nature;
Demonstrated proactive, positive conflict resolution skills
Ability to define key performance indicators/metrics
Strong critical thinking skills and business acumen
Strong analytical and problem-solving skills, with strong detail orientation
Strong project management skills and ability to coordinate several reports / projects at once
Bachelor s degree, Master s degree preferred
10+ Years Managing service delivery programs and/or Operations
5+ Years Management/leadership experience
5+ years of experience in business or operations implementation
Demonstrated strong leadership experience, especially in transitioning or challenged environments (including strong facilitation skills)
Thought leader with proven record of success, directing efforts in the areas of innovation, transformation, and optimization.
Proven experience successfully delivering outcomes on technology projects or technology driven solution initiatives
Proven record delivering business value with technical projects
Proficiency in Microsoft Excel and PowerPoint
ETS believes in a Total Rewards philosophy for our employees, and they include:
Health, Vision, Dental insurance plans to choose from
Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
Generous PTO and vacation time to balance your work and life
Additional 8 hours of PTO for volunteer work
Retirement plan (401(a)) and traditional Roth (403b) with company contribution
Commuter Benefits, Pet Insurance, 1 year subscription to Calm App
ETS is mission driven and action oriented
Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee s daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees.
How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you!
Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice.
ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.
Keyword: Business Strategy, Innovation and Transformation, Innovation Management, Stakeholder Analysis, Business Process Improvement, Business Transformation, Cross Functional Teamwork, Project Management
From: Educational Testing Service
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