Educational Testing Service Director, Solution Enablement - REMOTE in Annapolis, Maryland
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 requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.
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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