Manager of Service Operations

Houghton Mifflin Harcourt - Remote - Full time

The Professional Services group within HMH provides implementation services for customers both in-person or virtually. The Operations Manager of Professional Services is a part of the Services Operations Team and has the primary responsibility of managing the scheduling and operational processes for services within Strategic Accounts. The Operations Manager serves as the escalation point and single point of contact for the Services VP of Strategic Accounts. They ensure reporting on the status of services to internal teams and aligning for a top-quality delivery of services from all aspects of the process. The Operations Manager role requires the use of Design Thinking, Agile Methodology and automation while exercising sound judgment and leading with authority. The Operations Manager possesses strong communication skills as well as the ability to manage complexities. In addition, they have mastery-level knowledge of the scheduling and operational processes and provide internal customers with exceptional guidance and support through the process of planning, managing, and delivering services/presales events.

PRIMARY RESPONSIBILITIES:

Internal Management

  • Responsible for hiring, training, coaching, and managing the Operations Services Specialists and Sr. Operations Services Specialists in aligned regions.
  • Identifies areas for automation and support with the implementation of solutions.
  • Aligns with Sr. Director to develop, implement and train on core business and operational processes and procedures by partnering with Salesforce and Robotic Process Automation Teams to create new tools and increase efficiencies.
  • Serves as the escalation point on any unresolved customer inquiries for Strategic Accounts within Operations while collaborating with the Sr. Operations Director to identify root cause analysis and solutioning to pre-empt further occurrences.
  • Partners and supports the Services VP of Strategic Accounts to ensure fulfillment and execution of scheduling and operational processes align with Professional Services vision and needs.
  • Enforces adherence to all outlined procedures for audit compliance.
  • Manages financial oversight of operational procedures in aligned regions (including but not limited to, scheduling and ordering training materials in a timely manner, reservation reconciliation, processing swaps), to the extent that these are in Services Operations Manager’s control.
  • Organizes and leads Operations Team meetings which includes gathering information to present, creating agenda, and disseminating meeting notes to all attendees.

Customer Relationship Management

  • Manages, leads and partners with aligned Services Operations Team to provide solutions and guidance to internal partners while ensuring high-level customer service across business lines that is reflective of HMH values.
  • Collaborates with Services Delivery leadership to ensure comprehensive overview of account data for successful territory management and to inform business decisions
  • Oversees creation and distribution of quarterly communication to both Services and Sales Teams to bring awareness and reinforce important updates, processes and initiatives

Reporting, Analytics and Projects

  • Oversee timely scheduling of all services in aligned regions and all other critical operational metrics through the use of reporting and analytics (i.e.: swaps, forecasting, TBDs, expiration date compliance, etc.)
  • Monitor reporting and dashboards to track team’s overall progress, identify key issues and risks and use key metrics to make informed decisions to positively impact the business.
  • Manages assigned projects and project team to ensure progress, participation and increased operational efficiencies.

Other

  • Shadows a non-Services’ department colleague to gain more in-depth understanding of HMH’s business (i.e.: Internal Audit, Sales Support, Intelligent Automation, Sales, etc.).
  • Actively co-manages newsletter with other Managers from Services Operations Team which includes gathering content, editing, and updating as needed.
  • Other duties as assigned.

REQUIRED EXPERIENCE:

  • 5+ years related logistics, operations or business experience
  • 2+ years of management or team leadership experience
  • Bachelor’s Degree or equivalent work experience

REQUIRED KNOWLEDGE AND SKILLS:

  • Extensive understanding of service elements and experience in Salesforce
  • Thinks independently, exercises sound judgment and leads with authority
  • Exceptional communication, organizational and problem-solving skills
  • Ability to multi-task and meet deadlines
  • Experience with automation
  • Proactive, self-directed and self-motivated
  • Skilled and comfortable at presenting and collaborating with managers, directors and VPs
  • Expert in with Excel, PowerPoint, Outlook and Word
  • Experience with Design Thinking and Agile Methodology
  • Experience with using Visio or Design Flow Charts (Preferred)

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Senior Level

Houghton Mifflin Harcourt

As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape.
Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up