Director of Operational Support

Job Details

Remote Employee (USA) - Pittsburgh, PA

Fully Remote

Full Time

$80000.00 - $110000.00 Salary/year

At least 25%

Any

Customer Support

Description

Director of Operational Support

What We Seek

The Customer Support team helps the Carnegie Learning community use our game-changing educational materials by providing real-time answers, managing district integrations with our platforms, and handling digital license fulfillment. We use data and collaboration to build our expertise and combine that knowledge with empathy to help our customers put better learning into the hands of their students. Our Director of Support Operations oversees daily support activities while guiding process optimization to provide best-in-class implementation of internal solutions that, in turn, positively impact the customer experience.

For this position, we are unable to hire candidates currently residing in California, Colorado, New York, or Washington.

What Your Day Will Look Like

The Director of Customer Support Operations role will vary daily but is responsible for the strategic and operational leadership of the Support Operations Center. On a given day, your assignments will include, but not be limited to:

Executive Support:

Report directly to the Vice President of Customer Support and collaborate with the department leadership team to strategize the optimization of customer support processes

Ability to think strategically and synthesize insights and business implications from data in a meaningful way

Work closely with Leadership to align the technology and process evolution roadmap and strategy

Partner across functions to promote Customer Support value and obtain input on performance and processes

Identify and resource process improvement opportunities within customer support

Team Management:

Lead, develop, and evolve a team of operational members, including, but not limited to, Operations and Training Specialists and Customer Support Data Analysts.

Indirectly support team managers in their management of daily call center operations, escalated case triage, assisting in training, coaching, and QA processes, driving for a superior customer-centric focus in our delivery.

Operational Management:

Leverage analytics from datasets and content to drive efficiencies and pinpoint operational issues

Foster continuous improvement with processes and systems from defining the high-level requirements and scope to coordinating the execution and launch of these changes

Support the definition, delivery, and analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness

Own the technical maintenance of Salesforce tools adopted by the Customer Support Department, including but not limited to, telephony, internal and external knowledge base repositories, artificially intelligent chatbots, and other customer-facing systems.

Provide subject matter expertise to Customer Support stakeholders in suggesting industry best practices

Oversee and sync the work of project team members, including architects, administrators, business analysts, developers, and consultants providing guidance and support as needed

Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact

Act as point of escalation for Customer Support management for critical operational-related issues and remediation

Prepare status report presentations for leadership discussions

Training and documentation:

Facilitate and document user acceptance testing (UAT) and ensure that final deliverables meet Executive leadership requirements and quality standards

Assist in creating internal training materials for new tools, solutions, and processes

What Should Be In Your Bookbag

5+ years of experience leading technical teams, preferably in a call center setting

3+ years of experience leading complex operational optimization projects, with a proven track record of successful delivery

Experience in higher ed or K12 educational technology sector.

In-depth knowledge of various telephony and call center tools, functionalities, configurations, and customizations

Strong verbal and written communication skills

Problem-solving mindset with the ability to navigate complex project challenges

Proficient in project management tools and methodologies

What Gives Us Purpose

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you’ll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.

What We Provide

Holistic Wellbeing

An inclusive range of Health Insurance options, including a premium-free plan

Short-Term and Long-Term Disability Insurance at no cost to you

Access to Headspace at Work with no added cost, empowering you to enhance your mental health

Fostering Joy

Flexible work arrangements with our Work From Anywhere Policy

Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life

Empowering Parenthood

Paid Parental Leave

Reduced working hours on full pay for soon-to-be and new parents

Free access to CL products for employees and their children

A Place for Connection

Quarterly Wellness Incentives

Monthly employee activities + recognition program

9 Employee Resource Groups

What We Believe

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.

If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer, including veterans and individuals with disabilities.