Assistant Director, Success Operations

BellXcel - Remote - Full time

The Assistant Director, Success Operations oversees the management and development of the Success Operations team, with the primary goal of growing operational and customer success practices aimed at providing the best possible experience for both internal and external stakeholders. By leveraging systems such as BX Help Desk and data systems, this position leads the improvement and execution of systems and processes that facilitate efficient and ontime deliveries of products and services.

The position will also coordinate between Partner Success, Sales (Solution), Analytics, Technology & Product to create data tools for portfolio management and outcomes reporting. This role will experience cyclical stages of project planning followed by heavy execution. The Assistant Director, Success Operations reports to the Chief Partner Success Officer.

Your Accountabilities

  • Continuously improve the efficiency and reliability of program data integration from all sources into a centralized dashboard to elevate usability for Partner Success Leads
  • Assess and investigate points of weakness or gaps in all operational processes, propose short and long term solutions based on available resources and timing the program cycle.
  • Serve as additional support to Success in project managing milestones across all Partners
  • Cultivate best customer support practices in BX Help Desk
  • Identify trends of customer concerns and work with Product to devise hot fixes, work-arounds, and design longer term solutions
  • Onboard, manage, and develop full-time and constract Partner Success Operations team members
  • Manage vendor relationships and collaborate to jointly improve partner experiences
  • Monitor and improve hand-off flow of sales opportunity to Success; ensuring smooth transfer of information and internal stakeholder engagement
  • Maintain and improve systems for capturing qualitative and quantitative outcome data, in addition to provide on-going tracking support across Evaluation and Success
  • Collaborate with the BellXcel Evaluation team to ensure timely information required for scholar assessment set up

You are

Innovative and can implement change successfully

  • Excellent at prioritizing high-value tasks and focus
  • Quick to connect with others and develop relationships
  • An exceptional communicator and presenter
  • Persuasive and can procure buy-in from team leaders
  • Excited by organization and efficiency
  • Driven and committed to success while maintaining integrity
  • A critical and analytical thinker with attention to detail

In addition to the above, applicants should have:

  • Strong communication skills with ability to compellingly communicate BXs mission, vision and products
  • Experience onboarding and managing a team of full time or seasonal employees
  • Comfort navigating, training, and troubleshooting digital tools with stakeholders with varying degrees of comfort with technology
  • Excellent written and oral communication skills, customer service and relationship building at all levels; strong influencer and collaborator
  • Ability to manage time effectively, adjust on the fly, be flexible, and able to adapt to immediate or unforeseen challenges
  • A strong team player and committed to doing what it takes to help your colleagues
  • Able to excel in a virtual work environmentknowing how to self-manage and leverage collaboration tools effectively

Bachelors degree in business or related field.

  • 3 - 5 years experience in operations systems implementation
  • Solid computer skills, including Google suite and Excel
  • Comfort with CRM systems, preferred Salesforce experience.
  • Experience with data reporting processes and best practices

Oh the places you'll go

BX is committed to creating amazing experiences for its employees believing that an employees satisfaction directly reflects on their ability to make a difference in the lives of BX Scholars and those who serve them. We endeavor to consistently and thoughtfully ensure every employee knows the expectations of his/her role, including how his/her successful performance impacts our mission, and the future growth and development opportunities available at BX. To this end, Professional Learning Consultants will engage in an annual performance review.

Oh the places you can go as together we fulfill our mission to transform the academic achievements, self-confidence, and life trajectories of children living in under-resourced communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

BellXcel

BellXcel is an evidence-based SaaS solution that helps youth serving organizations, camps, and schools drive quality outcomes in their summer, afterschool, and extracurricular programs, including a comprehensive suite of tools to run your programs, develop your staff, and connect with families.
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