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Senior Director Of Customer Strategy And Operations

Company

Cambium Learning Group
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-20
Posted at 1 year ago
Job Description
Senior Director of Customer Strategy and Operations
Location: Fully Remote, USA
Job Overview:
Lexia's Customer Success department has grown exponentially over the past three years, with over 350 employees and over 400 contractors. In this period, we have built a solid operational foundation. We are now looking for an innovative operational mentor to help us optimize and transform our operational practices to position us as best-in-class.
Reporting to the VP of Customer Success, the Senior Director of Customer Strategy Operations will be part of the CS Customer Success leadership team setting the strategic operating priorities of the Lexia Customer Success department. This leader, in particular, will drive the operational excellence and efficiency of our mature Customer Success organization.
This mentor will oversee activities in our Operations and Customer Health, Journey, and Experience teams. The Senior Director is responsible for the following:
  • Operational reporting for the customer success organization
  • System management, implementation, maintenance, and enablement for tech stack owned by Customer Success
  • Strategic operational initiatives to improve efficiency and customer experience
  • Designing and operationalizing service models and customer journeys that are both optimized and impactful
  • Coordinate cross-team processes that help meet retention targets and deliver on customers needs
Job Responsibilities:
  • Develop and implement the operational responsibilities, processes, and procedures based on the Customer Success strategy.
  • Lead a team of Operations Managers, providing mentorship, coaching, direction, and performance management.
  • Effectively communicate and empower others to acquire new skills in this domain.
  • Identify areas of opportunity; create and execute initiatives to create solutions.
  • Collaborate with cross-functional teams to influence, implement, extend, manage, and evolve our processes to drive efficiencies and elevate the customer experience.
  • Orchestrate multiple activities simultaneously to accomplish goals. Apply knowledge of internal structures, processes, and culture to resourcing efforts.
  • Design processes and structures to optimize the operation according to the key metrics defined by Customer Success leadership.
  • Foster a customer-centric, diverse, equitable, and inclusive culture.
  • Employ advanced and innovative operational strategies such as digital strategies and ROI planning.
  • Innovate, ask questions, and challenge the status quo to push us toward operational excellence.
  • Oversee and prioritize analyses and business intelligence assets to derive insights into the health of our department.
  • Acquire data from diverse sources, develop operational procedures, and apply daily responsibilities to key personnel across multiple business areas.
  • Set priorities to align with broader organizational goals and break down targets into appropriate initiatives and actions.
  • Leverage our resources effectively in order to maintain optimal operation of Customer Success services without sacrificing customer impact or burnout on our people.
  • Manage by example by demonstrating and enforcing collaborative communication and cross-functional relationships between departments.
  • Encourage teams to question and refine projects and programs.
Job Requirements:
  • Highly deductive and creative thinker with strong business acumen and modeling skills.
  • Proven skills using Excel and Salesforce; Gainsight skills a plus.
  • Ability to model Lexia's core values.
  • Bachelors required; Master of Education preferred
  • Passion for creating great customer experiences and understanding the link between these experiences and business success.
  • 6+ years of people management experience, building, developing, and retaining top talent, modeling diversity and inclusion behaviors with large remote teams required
  • Executional excellence and organizational skills with meticulous attention to detail.
  • Experience interacting with senior leaders, authoritatively addressing difficult questions, and handling pushback
  • Successful track record of leading and delivering large, complex, cross-functional projects under tight timelines and rapidly shifting priorities.
  • Ability to understand and enjoy operational processes and efficiency - both strategic and tactical.
  • 8+ years of experience leading operations of large systems with a focus on customer success, preferably in ed-tech or a SaaS business
  • Professional experience in program and project management.
  • Self-starter with an active sense of urgency and impeccable follow-through; dependable and always delivers quality work.
  • Ability to shift gears between thinking and doing with a proven ability to manage multiple projects in a fast-paced environment.
  • Comfortable challenging the status quo and willing to challenge assumptions and current practices with a data-driven approach.
  • Strategic thinker with the ability to break complex problems down into component parts.
  • Excellent written and verbal communication that is compelling and precise, with demonstrated ability to communicate at executive or board levels.
  • Emotional intelligence and the ability to establish dynamic and trusting relationships with colleagues.
To learn more about our organization and the exciting work we do, visit
https://www.lexialearning.com/
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.