Manager, Supply Chain Logistics

VitalSource®, is hiring a Manager, Supply Chain Logistics to contribute to our Customer Operations team located in remotely.

In this role, you will be part of the Customer Operations team which drives operational processes for the Customer Success department. As the Manager of this team, you will be responsible for ensuring the necessary operational processes and tools to support VitalSource departments internally and customers externally are optimal and effective, and for training and developing the CS Ops team to successfully meet this responsibility. You will be expected to provide day-to-day management of Customer Operations in a manner that furthers the goals and core values of Customer Success and VitalSource.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Required Qualifications:

• Microsoft Office and PowerQuery expertise
• CRM expertise (e.g. Salesforce)
• 4+ years of experience in business operations, project management, or account management
• Bachelor’s degree, or equivalent year for year experience
• 2+ years of supervisor experience

Key Responsibilities:

• Develops and maintains a thorough understanding of all VitalSource systems and processes required to support operational business needs.
• Organize and facilitate process analysis for each segment team to find critical areas of improvement for subsequent terms, and ensure analysis is executed within the appropriate schedule.
• Strategic Thinking: applies strategic/operational planning to develop key business strategies to support operational goals
• Develop and maintain training plans and materials.
• Planning & Organizing: organizes necessary FTEs to support Customer Operations; establishes appropriate priorities; anticipates future needs
• Delegation: defines assignment; oversees the work of reports; ability to direct others to accomplish work
• Leadership: inspires and motivates reports; directs work group toward common goal
• Works directly with Managers and Directors of Customer Success to gather requirements to implement operational systems and processes to support diverse customer and partner needs.
• People & Team Management
• Leadership: develop and maintain good working relationship
• Develops working relationships with product organizations in order to translate operational requirements into product enhancements.
• Analysis
• Train new hires to become operational process subject matter expertise.
• Find operational efficiencies term-over-term
• Other Duties
• Monitor and be responsible for Salesforce queue integrity.
• Team Management: serves as a role model; provides opportunities for directs’ professional development and advancement; resolves conflict; establishes expectations and accountability
• Delegation: oversees the work of direct reports; provides direction for metric reporting.
• Outsource Management
• Ensures all operational processes are documented and published.
• Planning & Organizing: establishes appropriate priorities; anticipates future needs
• Operations Management
• Summarize and rank product feedback for Product team to guide strategic roadmap
• Maintain timely response and resolution metrics.
• Obtains, compiles, and translates KPIs and metrics required for leadership reporting.
• Ensure case data integrity in Salesforce (i.e. closing cases, type/subtype review, queue statuses, etc.)

What We Offer:

• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 10 company holidays, and 3 personal days,
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home
• Continued education: Use our tuition reimbursement program
• Wellness: lots of opportunities for fitness challenges and rewards
• More in your pocket: Competitive base salary and a strong variable component
• We support our families: 12 weeks of paid parental leave
• Retirement: 401K match up to 5%
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
• Casual Dress: Be as comfortable at work as you are in your own living room
• Culture: Collaborative, Inclusive, and Mission-driven

Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.