Director, Service & Support Operations

Job Description

Summary: The Director, Service & Support Operations focuses on optimizing customer interactions, enhancing operational efficiency, and driving continuous improvement across all customer-facing operational teams in our remote call/contact center environment. The role oversees four or more teams and their respective supervisors/leads who are responsible for providing services to facilitate or maintain enrollment; support end users and positively impact retention; and manage projects within the Service and Support organization. This role ensures business service level agreements are achieved and superior customer service is provided to both internal and external clients. This role is also responsible for meeting budget goals, forecasting for staff needed for each enrollment season, managing vendor performance as well as implementing strategic projects to enhance the experience of the enrollment or retention process. Reporting to the Vice President, Enrollment & CCTS Operations, this role develops and implements departmental goals, and collaborates cross functionally with Operation Managers, IT (Information Technologies), Executives and the School Managers to build strong relationship and meet/exceed Enrollment and Retention goals.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Lead and manage the Customer Care & Technical Support Tier 1 and Tier 2 support teams as well as other customer operations functions (e.g., reclamations, social media, sales support, etc.)
• Manages department budget and ensure proper staffing levels and skillsets are in place to meet operational demands
• Works with finance staffing and budget team to ensure accurate forecasting and identify opportunities for enhancement
• Create and execute action plans for department to improve overall KPI’s and ensure processes are scalable and aligned with business growth
• Stays on top of upcoming and existing technology that can help improve customer experience while also lowering Operational costs and champion implementation of new tools on short- and long-term roadmaps
• Maintains knowledge of K12 products and understands the enrollment processes related to supported schools in order to serve as a subject matter expert managing changes and updating key information for teams
• Enhance team processes to address performance gaps while partnering with training team for continuous improvement.
• Reports pertinent metrics to the appropriate partnering teams to advise on customer trends in requests for support, disruptions in service of platforms or applications
• Determines areas of opportunity for improvements to the experience of engagement with service and support teams
• Collaborates with internal and external teams to understand enhancements to systems, platforms or applications that impact the customer experience to support the needs of all end-users
• Lead and motivate service and support teams to meet and/or exceed key performance metrics and service level agreements and drive employee engagement, ensuring a positive and collaborative work environment

Supervisory Responsibilities: Directly supervises 8 or more Full-time Equivalent (FTE) regular employees and/or contractors.  Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED QUALIFICATIONS:   

• Bachelor’s degree AND
• 8+ years of management experience working in a high volume, hands-on call center OR
• Equivalent combination of education and experience

Certificates and Licenses: None required.

System Requirements:  

• Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. 
• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.
• Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS: 

• Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.
• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage. 
• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.
• Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
• Strong verbal and written communication skills
• Strong problem solving and analytical skills with a solutions-oriented approach
• Ability to work independently and within a team-oriented environment
• Resilient and contributes to fostering positive team morale
• Ability to prioritize effectively and manage competing priorities to deliver and drive results
• High level of quality and accountability for work product
• Ability to maintain a professional home office without distraction during our hours of operation
• Attend virtual training via webcam
• Ability to travel 10% of the time (minimal if any e.g. team building event)
• Ability to clear required background check

DESIRED QUALIFICATIONS:  

• Salesforce Experience
• Prior Stride/K12 Enrollment Center Experience
• Pervious customer service or sales experience with proven record of achievement
• Previous experience in a call-center environment
• Experience with Stride/K12 Systems such as Totalview Suite, SAMS, Five9,Calabrio, etc.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position is virtual and open to residents of the 50 states, D.C.

COMPENSATION & BENEFITS: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range. 

We anticipate the salary range to be $90,137.20-$220,501.20.  Eligible employees may receive a bonus.  This salary is not guaranteed, as an individual’s compensation can vary based on several factors.  These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. 

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)